Customer Success Manager, Commercial Scaled

<p>At BuildOps, we're building a groundbreaking software solution purpose-built to support today's commercial contractor. From service management to project operations, we're assembling a team that's deeply invested in our mission. We love driven, self-motivated people who thrive in fast-paced environments. Could you be our next hire?</p> <p>As a Customer Success Manager on our Commercial Scaled Customer Success Team, you'll join a well-funded, fast-growing technology startup with a unique opportunity to help shape and scale a critical customer segment. You'll 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.</p> <p><strong>What You'll Do</strong></p> <ul> <li><strong>Customer Engagement:</strong> 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.</li> <li><strong>Product Expertise &amp; Enablement:</strong> 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.</li> <li><strong>Success Planning:</strong> 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.</li> <li><strong>Portfolio Health &amp; Risk Management:</strong> 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.</li> <li><strong>Customer Champion &amp; Cross-Functional Coordinator:</strong> Serve as a proactive escalation point and tireless customer advocate. De-escalate difficult customer situations professionally and coordinate seamless handoffs with Professiona