Customer Success Manager

We’re on a mission to make software development building so easy everyone can do it – regardless of their background, tech knowledge or budget.  We’ve already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we’ve only just started. 

With a truly global footprint encompassing offices across EMEA, APAC, and the Americas, Builder.ai is driving innovation on a worldwide scale. Having secured over $450 million in funding to date, supported by prominent investors including QIA and Microsoft, the opportunity to join Builder.ai has never been more exciting.

Life at Builder.ai

At Builder.ai we encourage you to experiment! Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take software development building to new heights.

Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder’s mission to unlock human potential through the power of software.

In return for your skills and commitment, we offer a range of great perks, from private healthcare and discretionary variable pay or commission scheme, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuild
About the role
Builder is looking to grow a team of exceptional Customer Success Managers who will be responsible for ensuring the ongoing success of customers using our products, (Builder Studio)..

Customer Success Managers partner with customers to ensure they’re able to use the products and services provided by Builder effectively, to achieve the customer’s business goals.We expect the  CSMs have an in-depth understanding of the customer's individual needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty.

We’re looking for an experienced CSM to support our customers who have created their application using Builder Studio. 
Builder Studio empowers our customers to develop their own fully customisable, feature-rich applications.  When we create customer applications on Builder Studio, we stack the features they need, using re-usable, Lego-like building blocks to save them time and money that would otherwise be spent creating the same code multiple times.
Once these building blocks are in place, the customer can then make all the customisations they want, ensuring every Builder Studio application is unique. All this without our customers ever needing to speak to a developer or agency.


But the journey doesn't stop there. Once the customer's application is live, we offer a range of support plans to keep their applications running at optimal performance and growing with their businesses.

As a Customer Success Manager, you will be the key link between our customers and the success of their applications. You will proactively address their challenges, ensure consistent value delivery from the Builder.ai suite of products, and foster strong customer relationships. You will also be the voice of the customer, presenting their feedback to the wider business.

The successful candidate will be customer focussed, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise customer satisfaction and engagement with our products.
Key Responsibilities

• Collaborate across the organisation to ensure the best outcomes for customers, and continuous alignment with sales, delivery, technical support and product teams
• Effectively managing a portfolio of customers, multitasking and prioritising their needs. Conducting regular customer reviews, identifying any early risks and opportunities and escalating them accordingly
• Effective ongoing support and resolution of customer queries in a timely manner to drive continued success
• Proactively work with the customer to develop a long term success plan for their application within Builder
• Identify and execute cross sell and upsell opportunities from the Builder.ai ecosystem relevant to customer needs
• Ensure the continuous renewal of your clients’ Builder.ai Studio subscription
• Work collaboratively with marketing in order to identify customer advocates within your portfolio
• Work collaboratively with leadership in order to drive customer success processes and best practices

Requirements

• 5+ years proven work experience as a Customer Success Manager or similar customer facing role for a SaaS/AI product
• Experience with high volume of customers and exposure to C-suite stakeholders.
• Ability to multitask while maintaining attention to detail is key
• Exceptional ability to communicate and foster positive business relationships, leading to reduced churn, deeper customer engagement and revenue growth
• Experience working with data to understand trends and formulate action plans
• Experience with Cross-sell/Upsell in your customer portfolio
• Accountability, personal organisation and a high degree of customer empathy are essential
• Experience contributing to an early stage customer success team to drive process improvements is preferred

• Discretionary variable pay or commission scheme dependant on your role
• Stock options in a $450 million funded Series D scale-up company
• Hybrid working
• 24 days annual leave + public holidays
• 2 x Builder family days each year
• Time off between Christmas and New Year
• Generous Referral Bonus scheme
• Fully funded Private Medical Insurance