Client Success Manager

Nashville, TN
Client Success
Full-Time
Built is a growth-stage FinTech company that is on a mission to change the way the world gets built with technology and services that streamline the $1.2T U.S. construction finance market. We strive to empower lenders, owners/borrowers, builders, inspectors, and more with innovative technologies that enable participants to manage risk, maximize productivity and improve the experience of accessing and managing construction capital. Since 2017, we have doubled in size and tripled our client base. In 2019, we completed a Series B financing round of $35 million led by Goldman Sachs Investment Partners bringing our total funding to $59 million.  Our rapid growth gives us the opportunity to invest in team expansion and development.  

Built’s clients are critical to our success. We believe in earning our client’s business every single day. We’re looking for a client success champion who can own the post-sales relationship and drive adoption and growth. In this role, you will build strong relationships that persist through and extend the client lifecycle.

As a Client Success Manager, you will:

    • Build trust-based relationships with our clients and act as a thought partner and advisor to help drive adoption and growth
    • Embrace Built’s mission and gain a strong understanding of our industry, products, services and technical systems
    • Understand our client’s business, operating models, and pain points and proactively explore ways to improve overall client satisfaction
    • Leverage data analytics to identify and predict client behavior, risks and capture opportunities to improve Built’s solutions
    • Identify and help drive cross-sell and upsell opportunities
    • Contribute to product roadmap discussions to facilitate alignment with client needs
    • Help our clients with business process improvement and change management initiatives
    • Provide client training on best practices around daily operations & support using Built’s solutions
    • Develop cross-functional relationships at Built (i.e., sales, support, product, engineering, etc.) to strengthen knowledge and advocate for client’s needs
    • Help enhance our client strategy and playbook so that Built continues to scale efficiently

You will fit right in if you:

    • Possess the professionalism, charisma, enthusiasm, and knowledge to help clients understand how to use and thrive in the Built platform
    • Are a ‘people person’ and value trust-based, meaningful relationships 
    • Think in terms of people, process and technology and naturally look for ways to solve problems through the evolution of Built and its solutions
    • Listen thoroughly and hold conversations to create value for the client
    • Are a team player, analytical, highly logical, organized, and possess excellent communication skills
    • Maintain habitual empathy, unquestionable integrity, an unparalleled work ethic
    • Are committed to agility, continuous learning, improvement and operational excellence
    • Maintain a high degree of personal responsibility and ownership in everything you do
    • Are comfortable working in a fast-paced, start-up culture

Qualifications:

    • Bachelor’s degree
    • 1+ years of experience in Client Success, Relationship Management or Account Management
    • Previous experience in the financial services or banking industry is preferred
    • Previous experience with enterprise and/or B2B SaaS solutions is preferred
Perks:
The rare opportunity to change the world and radically disrupt an industry
Competitive benefits including Unmetered Vacation; Health, Dental & Vision Insurance; and 401k
Flexible Hours
Weekly Team Lunches
Kitchen loaded with all the essentials to keep you productive