Regional Manager - Customer Success

About Builder

Innovation is fuelled by the power of possibilities. A few years ago, it was virtually impossible to innovate because building software needed a degree, it was simply too expensive, too complex, too risky and ultimately too inefficient. That's why only 16% of projects were ever done on budget and 78% failed.

We're changing that. We're flipping software development on its head and kicking out the notion that you need to be an expert or do boot camps to learn how to make your app. Builder.ai's platform lets you order the perfect software app for whatever problem you're trying to solve. Our AI powered assembly line brings together Lego-like reusable features and experts from around the world to bring world-class ideas to life - ANYONE's world-class ideas.

Building software needs to be like ordering pizza - pick what you want, get recommendations for the features you need and simply wait till it's cooked and ready for you.

Our human-assisted AI platform helps anyone build, run & scale tailor-made software. Everyone from the bakery in Riyadh and a nursery in London, to large fortune 100 companies like the BBC or Pepsi.

Life at Builder.ai

At Builder.ai, we're looking for team players with a point of view, a sense of humility and a let's-get-stuff done attitude. We celebrate diversity and encourage everyone to do more with less, while creating and championing a culture that empowers everyone to experiment, push boundaries and learn by doing. Every Builder runs to our core value system of HEARTT (Heart, Entrepreneurship, Accountability, Respect, Trust & Transparency). Our scale-up is at the intersection of a quirky startup where designers and machine learning specialists work on problems together and savvy commercial teams working with finance folks to invent new business models.

About the role

We are looking for a Senior Customer Success Manager for the Studio Store product line who can set the Customer Success strategy, implementing and shaping best practices across our US team and customer base. Our Head of Customer Success will ensure that we provide the very best support to our Studio Store Customers, and they are able to achieve the maximum value from our platform.

Our Customer Team’s responsibilities encompass supporting customers as they transition from sales prospects, to building long term relationships by making them a repeat customer, as their business grows on our platform.

You’ll be leading a global team of customer success managers working across our Studio Store and Pro products, and the successful candidate will be customer focused, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise automation and self service solutions for customers.

Responsibilities

• Set the customer success strategy, define the target operating model and collaborate across the organisation to ensure continually alignment with sales, technical support and product teams
• Hire and train the very best Customer Success Managers to deliver high levels of customer satisfaction
• Scale the support org to provide product support globally, across product lines, and through multiple channels
• Line manage the team, creating a strong team culture, conducting regular 1-1s and team meetings, ensuring decisions, plans, goals are shared, and that issues are resolved in a timely manner
• Lead by example when necessary, by taking a hands-on approach with clients, demonstrating to your direct reports what best-in-class looks like both in terms of operational effectiveness and client communication
• Take a data driven approach with relevant lead / lag indicator dashboards to monitor weekly and monthly performance of team against key customer success KPIs
• Optimise, manage and oversee all relevant execution processes, making the customer experience as smooth as possible, and at all times optimising for customer happiness
• Define (and continuously refine) customer success best practices and processes across our global teams.
• Take the lead as hands-on Customer Success Manager for our our most active and dynamic customers

Requirements

• Proven work experience as a Customer Success leader or similar role for fast scaling SaaS products
• Experience in building and scaling a customer success org through few thousand customers to tens of thousands of customers is preferred
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Experience working with data to understand trends and formulate action plans
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