Customer Success Manager

Responsibilities

• Collaborate across the organisation to ensure the best outcomes for customers, and maintain continuous alignment with sales, delivery, technical support, and product teams.
• Effectively manage a portfolio of customers, multitask and prioritise their needs, conduct regular customer reviews, identify early risks and opportunities, and escalate them as needed.
• Provide effective ongoing support and resolve customer queries in a timely manner to drive continued success.
• Proactively work with customers to develop long-term success plans for their applications within Builder.
• Identify and execute cross-sell and upsell opportunities from the Builder.ai ecosystem relevant to customer needs.
• Ensure the continuous renewal of clients’ Builder.ai Studio subscriptions.
• Collaborate with marketing to identify customer advocates within your portfolio.
• Work closely with leadership to drive customer success processes and best practices.

Requirements

• 5+ years proven work experience as a Customer Success Manager or similar customer-facing role for a SaaS/AI product
• Experience with high volume of customers and exposure to C-suite stakeholders
• Ability to multitask while maintaining attention to detail
• Exceptional communication skills and ability to foster positive business relationships
• Experience working with data to understand trends and formulate action plans
• Experience with cross-sell/upsell in your customer portfolio
• Accountability, personal organisation, and a high degree of customer empathy
• Experience contributing to an early stage customer success team to drive process improvements

Benefits

• Discretionary variable pay or commission scheme depending on your role
• Stock options in a $450 million funded Series D scale-up company
• Hybrid working
• 24 days annual leave plus public holidays
• 2 Builder family days each year
• Time off between Christmas and New Year
• Generous referral bonus scheme
• Fully funded private medical insurance

About the Company

We believe the power of software can unlock every human’s potential. We make our products simple, transparent, and user-friendly; with Builder.ai, anyone can build software to power their future.

Founded by Sachin Dev Duggal, Builder.ai has a global team across Singapore, Gurgaon, Dubai, France, London, and Salt Lake City, with over 1,000 employees from 42 nationalities in 6 time zones. Builder.ai offers a platform that enables anyone to create, operate, and scale software projects regardless of technical skill or budget, featuring products like Builder Studio, Studio Store, Builder Now, Studio One, and Builder Cloud. Voted among the top 3 most innovative AI companies in the world, Builder.ai is committed to making software faster, more affordable, and accessible.