Customer Success Manager
We’re looking for a Customer Success Manager
We're looking for a Customer Success Manager to join our Account Management team and own the customer experience for our SMB and Mid-Market accounts. In this role, you'll be a shared resource across a pod of Account Managers — leading onboarding for new SMB/MM customers, monitoring the health of your book of accounts, and serving as the first point of contact for product questions and level-1 support needs.
This is a newly-created role, so you'll help build the playbook as you go. It's ideal for someone who is organized, curious, and a self-starter — energized by learning a product inside and out, helping customers get up and running quickly, and partnering closely with Account Managers, Support, and Product to deliver a great customer experience from onboarding through renewal.
How you’ll contribute
Own onboarding and implementation for new SMB accounts and Mid-Market accounts, including regular check-ins through the first weeks of the relationship
Guide customers through platform setup, training, and best practices to drive adoption, including onboarding new end users on SMB accounts
Serve as a shared resource across a pod of Account Managers, joining customer calls as needed to support product optimization conversations
Oversee a book of SMB/Mid-Market accounts — monitoring product and account health scores, flagging risk, and proactively reaching out where needed
Act as the first line of defense for level-1 support needs, escalating to the Support team when needed
Run utilization syncs as needed based on account and product health, and support QBRs and renewal kickoffs for SMB accounts in partnership with the Account Manager
Build deep product expertise on the Built In platform to become a go-to resource for customers and internal teams
Partner cross-functionally with Account Management, Sales, Product, and Support to deliver a seamless customer experience
Help customers understand emerging best practices in AEO, GEO, and AI search visibility, translating a rapidly evolving landscape into clear, actionable recommendations.
Guide customers in using Built In’s platform and insights to strengthen how their employer brand is represented, discovered, and cited across AI-powered search experiences.
What you need
Experience in a customer-facing role such as customer success, onboarding, account management, or support (SaaS or tech industry experience preferred but not required)
Strong organizational skills and exceptional attention to detail
A self-starter mindset and comfort with autonomy — you'll help define best practices for a brand-new role
Excellent written and verbal communication skills, including comfort leading customer calls and trainings
Ability to manage multiple accounts and priorities in a fast-paced environment
Impress us even more
Experience monitoring account health and proactively managing at-risk accounts
Experience partnering cross-functionally with Sales, Account Management, or Product teams
Interest in or experience with Answer Engine Optimization (AEO), Generative Engine Optimization (GEO), AI search visibility, or related emerging search and content strategies.
Our base salary range for this role is targeted at $70,000 - $80,000 per year. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's skills, qualifications, experience and work location. The base pay range provided is subject to change and may be modified in the future.