Customer Success Manager

About Buildout

Buildout is the AI deal engine for CRE brokerages, automating every step from first contact to commission. While brokers focus on relationships and winning listings, Buildout handles the workflows behind the scenes, turning manual processes into intelligent, scalable systems. Trusted by over 50,000 brokers, Buildout powers more profitable deals from lead to close. Learn more at www.buildout.com.

The Opportunity

We are seeking an energetic, customer-focused, and technically savvy Customer Success Manager (CSM) to drive product adoption and generate lead opportunities for individual broker customers.

This role requires exceptional communication skills, a proactive approach to customer engagement, and a devotion to ensuring every broker seamlessly integrates Buildout into their day-to-day workflow.

You will be critical in identifying usage lags, leading proactive training sessions, identifying customers ripe for expansion, and ultimately ensuring strong adoption and retention among a vital segment of our customer base.

How You’ll Contribute at Buildout

Proactive Engagement & Adoption Acceleration

• Get on the phone with customers regularly to provide hands-on training, answer questions, and enable them to integrate the product seamlessly into their day-to-day work

• Leverage our CS platform, Planhat, to follow automated playbooks and engage customers based on activity (e.g., usage data, customer sentiment) to drive adoption

• Collaborate closely with Support, Account Management, and Implementation teams to ensure seamless hand-offs and a unified customer communication experience

Customer Enablement & Value Realization

• Lead small-group and one-on-one training sessions tailored to the specific needs of individual brokers to accelerate their time-to-value

• Support the creation and distribution of proactive, educational content (e.g., training videos, webinars)

• Capture customer feedback, product needs, and feature requests to share with the Product team, acting as the voice of the broker

• Ensure customers are aware of and successfully utilizing all relevant features within our flagship products

Team Performance & Lead Generation

• Perform against retention and lead generation KPIs

• Identify opportunities for account expansion, cross-sell, or new product interest during customer interactions and seamlessly hand those off to the Account Management team

• Practice excellent data hygiene, so we can effectively report on key metrics related to your customer segment

Competencies

• Bias towards action - you eagerly take on new challenges and are comfortable acting with minimal planning, especially when proactive outreach is needed

• Tech Savvy - when confronted with complex, unfamiliar software and tools (such as the software we offer our customers), you quickly figure out how the system works without extensive training and can quickly teach what you learn to others

• Communicates effectively - you’re great on the phone and with the written word, meet the customer where they are, and are unafraid to insert some delight and levity into the day-to-day

• Drives results - you focus and prioritize the work that will impact business outcomes, and are allergic to not hitting your goals

• Customer focus - you understand customer needs and are devoted to creating positive, helpful experiences

• Operationally and process minded - you are keen on having established processes and steps in place in order to achieve a desired end goal

• Nimble learning - you go beyond your comfort zone, you learn from experience, and apply those learnings going forward

What You’ll Bring to Buildout

• 2+ years of experience in post-sale, customer-facing roles for a SaaS product

• Proven ability to manage a high volume of customer accounts and proactively drive engagement

• Experience in leading training sessions or product demonstrations, both over the phone and via video conference

• Familiarity with leveraging customer success platforms (like Planhat, Gainsight, or ChurnZero) to monitor and manage customer health

• A track record of identifying and referring potential expansion or upsell opportunities

• Bonus: a