Customer Success Manager, Commercial Scaled

At BuildOps were building a groundbreaking software solution purpose-built to support todays commercial contractor. From service management to project operations were assembling a team thats deeply invested in our mission. We love driven self-motivated people who thrive in fast-paced environments. Could you be our next hire

As a Customer Success Manager on our Commercial Scaled Customer Success Team youll join a well-funded fast-growing technology startup with a unique opportunity to help shape and scale a critical customer segment. Youll manage a portfolio of commercial accounts drive platform adoption and utilization execute defined success playbooks and proactively identify and address portfolio risk. Our engagement model is built for scale delivering value through Intercom and email communication structured customer calls webinars office hours and annual business reviews. The ideal candidate works hard thinks analytically and is passionate about driving measurable outcomes for their customers.

What Youll Do

• Customer Engagement: Build strong relationships with key customer stakeholders through a scalable digital-first engagement model. Manage a healthy portfolio of shared commercial accounts through structured touchpoints including defined customer calls email and Intercom communication webinars office hours and annual business reviews with a goal of ensuring customers derive maximum value from our platform at every stage of their journey.
• Product Expertise & Enablement: Become a BuildOps product expert and teach customers how to leverage the platform to its full potential. Drive feature adoption across your portfolio proactively share best practices around new releases and help customers achieve measurable outcomes.
• Success Planning: Develop and execute tailored success plans with a clear emphasis on value realization. Identify customer business workflows pain points and goals to build solutions that drive adoption support retention and create expansion opportunities.
• Portfolio Health & Risk Management: Monitor health indicators and usage data across your portfolio to proactively identify risk signals and intervene before issues escalate. Execute commercial playbooks including churn signal responses to health score drops low usage and escalations to manage at-risk accounts with urgency and precision.
• Customer Champion & Cross-Functional Coordinator: Serve as a proactive escalation point and tireless customer -escalate difficult customer situations professionally and coordinate seamless handoffs with Professional Services Customer Support and the Customer Experience team to ensure a consistent high-quality experience at every stage of the customer journey.
• Cross-Functional Collaboration & Segment Development: Partner with Business Development Product & Engineering Sales Professional Services and Marketing to align on customer needs and drive company-wide outcomes. Contribute ideas to commercial playbooks and help generate segment-level insights that continuously elevate how the Commercial Shared Team serves our customers at scale.

What We Look For

• Early career experience in customer facing or relationship focused roles ideally within B2B SaaS field service construction technology ERP or operations software
• Exceptional interpersonal skills being empathetic patient confident and effective across a wide range of personality types
• Excellent written and verbal communication skills with the ability to explain complex software concepts clearly and concisely through email video calls and digital channels
• Communicates reliably and consistently internally and externally with timely follow-through
• Highly organized with the ability to manage a large portfolio prioritize competing demands and stay aligned to customer and company goals; maintains strong account hygiene including updated contacts logged risks and documented next steps
• Comfortable executing within structured playbooks while showing initiative to contribute improvements over time
• Able to set appropriate boundaries around customer requests scope and support vs. CS expectations
• Self-motivated fast-learning and able to thrive in a dynamic startup environment
• Exposure to CS and business tools such as Gainsight Gong Glean Salesforce Intercom and Sigma with the ability to learn and use them effectively
• Familiarity with Salesforce Gainsight Service Cloud Jira or similar tools is a plus
• B.A. or B.S. degree

Bonus Points

• Familiarity with digital CS engagement models tech-touch strategies or AI-assisted customer success workflows
• Core understanding of commercial field service workflows and customer business objectives; familiarity with industry terminology such as work orders dispatch and job costing
• Background in the specialty contractor or commercial construction industry
• Experience with business intelligence and reporting tools such as Power BI or Sigma

• LA/SF: $76000 - $95000k base salary range annual bonus opportunity up to 30%

• Generous equity grant become an owner in our company!
• A comprehensive benefits package
• Flexible PTO and hybrid work schedules
• One-time work-from-home allowance
• Hubs in Los Angeles San Francisco Toronto and Raleigh with hybrid work schedules and lunch provided for in-office days
• Company events and team-building activities both in-person and virtual
• Fast-paced collaborative and dynamic work environment
• Opportunities for growth and career advancement
• Chance to work with cutting-edge technology and innovative solutions
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

We welcome applicants from across the U.S. where we are registered to do business and able to support employment. Currently this excludes the following states: Alaska Hawaii Kentucky Mississippi Nebraska New Mexico North Dakota Rhode Island South Dakota West Virginia and Wyoming. This list is based solely on operational and compliance considerations and is reviewed from time to time as our footprint grows.

Join BuildOps the largest commercial trade platform in the country as we transform the multi-billion dollar commercial contracting industry!

Were not just talking incremental improvementswere talking a full-scale revolution empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running. See why contractors choose Buildopshere.

This is your chance to be part of a rocketship. Were fresh off a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors like Meritech Capital BOND and SE Ventures backed by Schneider Electric (ReutersTechCrunchLA Business Journal) . Our latest investors join our team of industry heavyweights like Next47 former Twitter CEO Dick Costolo former Salesforce President Gavin Patterson and Boost Mobile CEO Stephen Stokols. Their investment is fueling our aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos boost efficiency skyrocket profitability and ultimately deliver exceptional service.

At BuildOps were changing the game and doing the best work of our careers. Youll be a key player in a company thats truly making a difference for the backbone of our economy. If youre ready to tackle big challenges work with a passionate team and build something extraordinary BuildOps is the place for you.

BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race color religion sex (including pregnancy gender identity and sexual orientation) national origin age disability genetic information veteran status or any other status protected by applicable federal state or local law.

BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws.

BuildOps recruiters will only contact candidates through official channels and will never ask for payment banking details or sensitive personal information during the interview process. Verify all openings at Report suspicious outreach to and We review every report but may not be able to respond individually. BuildOps is not responsible for losses from fraudulent postings.