Buildend

buildend.com

1 Job

4 Employees

About the Company

Reduce risk, improve control, and increase profits with end-to-end construction management software.

Listed Jobs

Company Name: Buildend
Job Title: Customer Success Manager
Job Description: **Job Title:** Customer Success Manager **Role Summary:** Lead the end‑to‑end customer journey from structured onboarding through long‑term retention, growth, and advocacy for an AI‑powered construction management SaaS platform. Drive adoption of core and advanced product features, manage renewals, and collaborate closely with Sales, Product, and Implementation teams to maximize customer ROI and expand usage. **Expectations:** - Minimum 2 years in Customer Success, Account Management, or Project Management, preferably within construction, construction software, or B2B SaaS. - Proven ability to manage multiple client accounts simultaneously and communicate effectively with Project Managers, Controllers, and Executives. - Data‑driven mindset with comfort reviewing usage and adoption metrics. - Strong organizational and proactive skills, coupled with a builder mindset focused on process improvement. **Key Responsibilities:** - Conduct structured onboarding for new customers and deliver role‑based training sessions (Project Managers & Accounting teams). - Facilitate proper adoption of ERP integrations (e.g., Sage, QuickBooks). - Define, track, and report on customer success milestones. - Monitor usage metrics and identify early risk signs; implement remedial actions. - Lead quarterly business reviews (QBRs) and provide workflow optimization recommendations. - Promote adoption of advanced features such as AI tools, cost tracking, and drawing management. - Own the renewal process and drive upsell opportunities (additional projects, modules, integrations). - Proactively engage to reduce churn, collect testimonials, case studies, and turn satisfied clients into references. - Communicate product feedback to internal teams for continuous improvement. **Required Skills:** - Customer Success or Account Management in a B2B SaaS environment. - In‑depth knowledge of commercial construction workflows and terminology. - Experience delivering live training and executive‑level presentations. - Proficiency in analyzing usage data to inform strategic actions. - Excellent written and verbal communication. - Ability to manage multiple priorities and stakeholder expectations. - Process‑oriented, with a passion for building better systems. **Required Education & Certifications:** - Bachelor’s degree in Business, Engineering, Construction Management, or related field (or equivalent professional experience).