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Salary: USD 150,000 - 180,000 / annual
Built Technologies is an AI-powered platform transforming real estate finance and construction. The company serves over 350 lenders, 80,000+ borrowers and owners, and thousands of contractors, powering 86,000 active projects valued at over $300 billion. Built is seeking a Senior Manager of Client Success (Lender) to lead the client success function at scale.
In this role, you will oversee strategic CSMs and managers, drive the strategic direction of the entire client success function, and partner with executive leadership on organizational scaling. You will manage managers or a large team with high autonomy, connecting the function's work directly to net revenue retention, expansion revenue, and market reputation. Key responsibilities include:
- Lead the Client Success team and Managers of Client Success, establishing organizational structure, strategic priorities, and performance accountability across a broad span of people and client relationships.
- Develop and implement organization-wide client success strategy, playbooks, and operating methodologies that drive consistent retention and expansion outcomes across all client segments.
- Hire, develop, and mentor CS managers and senior leaders, building a culture of accountability, client obsession, and continuous improvement.
- Set performance expectations and metrics for the client success function, monitoring NRR, retention, adoption, and expansion results.
- Partner with Sales, Implementation, Product, and Finance to align client success strategy with company objectives and ensure seamless, high-value client experience across the full lifecycle.
- Lead strategic client relationships at the executive level for Built's most important accounts, serving as the senior CS voice in executive conversations.
- Drive innovation in client success approaches, tooling, and engagement models to identify, develop, and capture expansion opportunities at scale.
- Develop annual forecasts and business plans for customer retention and expansion targets; represent the function's performance and strategy to executive leadership.
- Champion AI and automation adoption across the function to enable the team to manage more clients more effectively without proportional headcount growth.
Success at six months includes: Client Success organization delivering at scale with strong and improving NRR; at least one CS manager or senior IC meaningfully growing in scope, capability, or commercial performance; evolved client success methodology and tooling that is more scalable and consistent; executive leadership viewing you as a strategic partner on customer revenue; and a strong identity and high-performance culture for the Client Success function.
REQUIREMENTS:
- 8–12+ years of experience in client success, customer success, or strategic account management, with 3–5+ years leading multi-level teams or managing a client success function in a high-growth SaaS or fintech environment.
- Proven organizational builder who has developed CS managers and senior individual contributors, built strong team cultures, and created conditions where client success professionals do their best work.
- Deep expertise in client success strategy including scalable engagement models, health scoring, expansion playbooks, and commercial levers that drive strong NRR in SaaS businesses.
- Demonstrated ability to partner with executive leadership on strategy, translating company growth objectives into CS operating plans and connecting team performance to revenue outcomes.
- Executive presence and communication skills to represent the CS function at senior leadership level, advocating for team, methodology, and organizational investment.
- Deep familiarity with lending institutions, draw management, compliance workflows, commercial real estate finance, or commercial banking to lead executive conversations and represent Built credibly at highest client levels.
- Comfort with complexity and pace of high-growth company where client mix, team capacity, and organizational priorities shift continuously.
