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Salary: USD 150,000 - 180,000 / annual
Built is an AI-powered platform transforming real estate finance and construction. The company connects lenders (including top U.S. banks), developers, owners, and contractors on a single operating system for construction draw management, compliance workflows, and project financing. Built serves 350+ lenders, 80,000+ borrowers and owners, and manages 86,000 active projects valued at $300+ billion.
You will lead Built's Client Success function as Senior Manager, overseeing strategic CSMs and CS managers across the lender segment. This is a director-level role with responsibility for the entire client success organization's strategy, performance, and culture.
Key responsibilities:
- Lead and develop a multi-level CS team; establish organizational structure, strategic priorities, and performance accountability
- Develop and implement organization-wide client success strategy, playbooks, and operating methodologies that drive retention and expansion across all client segments
- Hire, develop, and mentor CS managers and senior individual contributors; build a culture of accountability and client obsession
- Set performance expectations and metrics (NRR, retention, adoption, expansion); monitor and drive continuous improvement
- Partner with Sales, Implementation, Product, and Finance to align CS strategy with company objectives and ensure seamless client experience across the full lifecycle
- Lead strategic relationships with Built's most important accounts; serve as senior CS voice in executive client conversations
- Drive innovation in CS approaches, tooling, and engagement models; identify and capture expansion opportunities at scale
- Develop annual forecasts and business plans for retention and expansion targets; represent function performance to executive leadership
- Champion AI and automation adoption across the function to improve team productivity and client management without proportional headcount growth
Success at six months means: CS organization delivering at scale with strong/improving NRR; at least one team member meaningfully grown in scope or performance; CS methodology and tooling evolved and more scalable; executive leadership views you as strategic partner on customer revenue; CS function has strong identity and high-performance culture.
REQUIREMENTS:
- 8–12+ years in client success, customer success, or strategic account management
- 3–5+ years leading multi-level teams or managing a CS function in high-growth SaaS or fintech
- Proven organizational builder with track record developing CS managers and senior ICs, building strong team cultures
- Deep expertise in client success strategy: scalable engagement models, health scoring, expansion playbooks, NRR levers in SaaS
- Demonstrated ability to partner with executive leadership on strategy; translate growth objectives into CS operating plans
- Executive presence and communication skills to represent CS function at senior leadership level
- Deep familiarity with lending institutions, draw management, compliance workflows, commercial real estate finance, or commercial banking
- Comfort with complexity and pace of high-growth company where client mix, team capacity, and priorities shift continuously
- Expected to leverage AI tools to enhance productivity, quality, and speed of work; identify automation opportunities
