Customer Success Manager

1 week ago

London, Greater London, United Kingdom Builder Full time

About Builder

Below covers everything you need to know about what this opportunity entails, as well as what is expected from applicants.

We're on a mission to make app building so easy everyone can do it – regardless of their background, tech knowledge or budget. We've already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we've only just started.

was voted as one of 2023's 'Most Innovative Companies in AI' by Fast Company, and won Europas 2022 'Scaleup of the Year'. Our team has grown to over 800 people across the world and our recent announcement of $250m Series D funding (and partnership with Microsoft) means there's never been a more exciting time to become a Builder.

Life at

At we encourage you to experiment Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take AI app building to new heights.

Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder's HEARTT values: (Heart, Entrepreneurship, Accountability, Respect, Trust and Transparency) and a let's-get-stuff-done attitude.

In return for your skills and commitment, we offer a range of great perks, from hybrid working and a variable annual bonus, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuild

About the role

Builder is looking to grow a team of exceptional Customer Success Managers in the UK who will be responsible for ensuring the ongoing success of customers using our Studio product line.

Customer Success Managers partner with customers to ensure they're able to use the products and services provided by Builder effectively, to achieve their business goals. CSMs have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty.

We're looking for an experienced CSM to support our customers who have created their apps using Builder Studio. Builder Studio empowers our customers to develop their own fully customisable, feature-rich applications. When we create customer applications on Builder Studio, we stack the features they need, using re-usable, Lego-like building blocks to save them time and money that would otherwise be spent creating the same code multiple times. Once these building blocks are in place, the customer can then make all the customisations they want, ensuring every Builder Studio app is unique. All this without our customers ever needing to speak to a developer or agency.

But the journey doesn't stop there. Once the customer's app is live, we offer a range of support plans to keep their apps running at optimal performance and growing with their businesses.

Ultimately, you will work directly with customers to help solve their problems and continuously demonstrate value from the suite of products. You will work closely with other employees cross functionally to ensure customer questions, concerns and problems are addressed in a timely manner.

The successful candidate will be customer focussed, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise customer satisfaction and engagement with our products.

You'll be responsible for

  • Collaborating across the organisation to ensure the best outcomes for customers, and continuous alignment with sales, delivery, technical support and product teams
  • Effectively managing a portfolio of customers, multitasking and prioritising their needs. Conducting regular customer reviews, identifying any early risks and opportunities and escalating them accordingly
  • Effective ongoing support and resolution of customer queries in a timely manner to drive continued success
  • Identifying and executing cross sell and upsell opportunities from the ecosystem relevant to customer needs
  • Ensuring the continuous renewal of your clients' Studio subscription
  • Working collaboratively with marketing in order to identify customer advocates within your portfolio
  • Working collaboratively with leadership in order to drive customer success processes and best practices

Requirements

  • 3+ years proven work experience as a Customer Success Manager or similar customer facing role for a SaaS product
  • Ability to multitask while maintaining attention to detail is key
  • Exceptional ability to communicate and foster positive business relationships, leading to reduced churn, deeper customer engagement and revenue growth
  • Experience working with data to understand trends and formulate action plans
  • Accountability, personal organisation and a high degree of customer empathy are essential
  • Experience contributing to an early stage customer success team to drive process improvements is preferred

Benefits

  • Attractive quarterly OKR bonus plan or commission scheme dependant on your role
  • Stock options in a $450 million funded Series D scale-up company
  • Hybrid working
  • 24 days annual leave + bank holidays
  • 2 x Builder family days each year
  • Time off between Christmas and New Year
  • Generous Referral Bonus scheme
  • Pension contributions
  • Private Medical Insurance provided by AXA
  • Private Dental Insurance provided by Bupa
  • Access to our Perkbox

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