Manager, Customer Success (Strategic)

At BuildOps, we’re building a groundbreaking software solution, purpose-built to support today’s commercial contractor. From helping our customers to manage their service all the way to project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in tech start-ups and thrive in fast-paced environments. Could you be our next hire?

As Manager, Customer Success, you will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company. This position will lead the customer success team that works with BuildOps’s strategic accounts, predominantly private-equity backed customers.  These customers represent a key strategy in the continued growth of BuildOps so developing and growing these partnerships is an essential part of the company’s ongoing success.  In addition to the qualifications below, the ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to help customers succeed on our platform.

What We Look For:

• 3+ years of proven leadership and management skills, with experience building, mentoring, and scaling Customer Success teams for enterprise or strategic customers.
• Experience building Customer Success processes and best practices to ensure customers achieve desired outcomes.
• Exceptional people skills: empathetic, adaptable, confident, and skilled in building trust across diverse personalities and customer stakeholders.
• Strategic thinker with strong analytical and problem-solving abilities.
• Deep expertise in managing complex customer relationships and fostering partnerships, including delivering executive business reviews to C-level contacts.
• Customer advocate that ensures customer needs are met and they receive the maximum value from the platform.
• Proactive individual who anticipates customer needs and executes quickly.
• Highly organized with impeccable attention to detail and the ability to prioritize in a dynamic environment.
• Proficiency with Customer Success tools like Gainsight and Salesforce, and a data-driven approach to decision-making.
• Familiarity with accounting ERP systems (e.g., QuickBooks, Sage, Viewpoint) or the commercial contractor industry is a strong plus.

Willingness to travel up to 25% to support on-site implementations and customer engagement.Bachelor’s degree (B.A. or B.S.) preferred; startup experience is a plus.

What You’ll Do:

• Lead, mentor, and develop the Customer Success team, including hiring, performance management, and career development.
• Oversee the training, and ongoing support for customers, ensuring maximum value from BuildOps.
• Own key performance indicators (KPIs) for the Customer Success team, such as Net Promoter Score (NPS), revenue retention, and expansion metrics.
• Act as a strategic partner and escalation point for key customer accounts, resolving challenges and fostering satisfaction and advocacy.
• Proactively identify at-risk accounts, develop and execute tailored retention strategies.
• Monitor and enhance customer engagement to drive adoption of BuildOps' mission-critical software.
• Implement and refine Customer Success processes and best practices to ensure customers achieve desired outcomes.
• Standardize and scale team systems, workflows, playbooks, and best practices to improve outcomes and efficiency while supporting a growing customer base.
• Leverage data analytics to identify trends, uncover opportunities, and implement improvements that drive success for both customers and BuildOps.
• Work with the leadership team to develop and execute strategies for customer retention and expansion.
• Work closely with company leadership to align Customer Success strategies with overall company goals and mission.
• Serve as the voice of the customer by collecting and synthesizing feedback to influence product development and company priorities across Product, Sales, and Implementation.
• Champion a customer-centric culture, ensuring every team interaction reflects BuildOps’ commitment to excellence and empowering commercial contractors.

Where you’ll go (and how often):

• We have customers across the US and Canada, so our top candidates should be ready, willing, and able to travel and assist with our customers. Up to 25% travel target for the position. 

Bonus:

• You have tech start-up experience.
• You have experience in and around the speciality contractor or construction world.

What we offer:

• $120,000 to $140,000 salary + bonus.
• Generous equity grants- become an owner in our company.
• A comprehensive benefits package.
• Work from home stipend.
• Flexible paid time off.
• This is a hybrid role based in Los Angeles, CA. (3 days a week in office)
• Company events like BBQs and team-building activities, both in-person and virtual, lunch provided for in-office days.
• Talented and motivated team members who care deeply about one another (seriously, everyone is rooting for your success!)
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

Who We Are

BuildOps is a fast-paced, high-growth start-up, committed to transforming a $30-billion industry through our all-in-one platform. Leveraging the latest technology, we’re taking commercial contractors from the world of pen and paper operations to digitized, efficient, data-driven business.

Our co-founders have over a decade of experience in both construction and SaaS technology, as well as a resume that includes Stanford, Harvard, Wharton, Cornell, Microsoft, and multiple successful startup exits, including a $1.2 billion acquisition.

BuildOps has raised multiple rounds of funding from some of the largest and most reputable Venture Capital firms, including Founders Fund, Fika Ventures, Siemens Next47, and Greenspring Associates.

Forbes Magazine

“BuildOps is unique because it addresses the problem of efficiency in construction for an often-overlooked audience. Rather than focusing on large projects, or catering to owners, they look to the needs of technician-heavy subcontracting firms working in the commercial space.”

TechCrunch

“The new financing will be used to support the company’s continued growth. BuildOps sells software that integrates scheduling, dispatching, inventory management, contracts, workflow and accounting into a single software package for commercial real estate contractors with staff ranging from a few dozen to several hundred employees.”

Crunchbase

In a statement, [former NFL superstar] Joe Montana noted that his firm (Liquid 2 Ventures) has an investment thesis in supporting America’s working class… “I just love the idea of making their lives far easier and better,” he said. With BuildOps, “you have one solution that does it all and talks seamlessly to every single part of their business from parts to ordering to inventory and more.”

Wall Street Journal [Paywall]

BuildOps, the Santa Monica, California, startup that provides software for real estate subcontractors was seeded with $5.8 million in funding from investors including Fika Ventures, MetaProp VC, Global Founders Capital, CrossCut Ventures, TenOneTen, IGSB, 1984 Ventures, Liquid 2 Ventures and Ground Up Ventures.