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About the Role

As our Customer Success Manager, you will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company. While prior account management experience and/or familiarity with the commercial contractor industry is highly valued, the ideal candidate is someone who works hard, demonstrates strong analytical thinking, and is willing to go above and beyond to help customers succeed on our platform. Willingness to work during EST business hours is a pre-requisite.

Responsibilities

Assist customers with all aspects of our software through phone, email, and Zoom screen-sharing sessions, with a primary focus on customer success, support, and satisfaction.
Become a BuildOps product expert and help both customers and co-workers succeed by identifying creative solutions to unique workflow requirements.
Utilize support tools such as Monday.com, JIRA Service Desk, UserGuiding, and OpenPhone to efficiently handle customer cases and track personal performance.
Collaborate as part of a tight-knit team, working together to provide superior technical support while maintaining a positive environment.
Troubleshoot and submit bugs to our developers acting as the primary driver from bug ticket creation through resolution.
Champion customer needs internally by providing feedback and escalating requirements, ensuring that they receive the attention they deserve.
Travel on-site to our customers’ office locations in order to assist with their initial BuildOps implementations.

Requirements

Extraordinary people skills: must be empathetic, patient, confident, good-humored, and able to interact well with a broad spectrum of personality types.
Excellent written and verbal communication skills.
Highly organized with impeccable attention to detail.
Thirst for knowledge and willingness to learn.
Strong product instincts with the ability to document issues concisely.
Ability to thrive within a collaborative team environment and understands that we succeed or fail together.
Capable of efficiently learning and using complex software as well as teaching all aspects of that software to others.
An efficient and effective problem-solver with strong critical thinking skills and troubleshooting abilities.
Intelligent, self-motivated, quick thinking, and fast learning.
Demonstrated ability to succeed in a challenging, fast-paced environment.
Willing to work during EST business hours.
Prior knowledge or ability to quickly learn Accounting ERP systems like Quickbooks Online/Enterprise, Sage 300 CRE/Intacct, Viewpoint Vista/Spectrum preferred.

Skills

Analytical thinking
Problem-solving
Critical thinking
Troubleshooting
Communication (written and verbal)
Organization
Attention to detail
Product instincts
Software learning and teaching
Collaboration

Location

Remote
Raleigh
Los Angeles
San Francisco
Toronto

Work Type

Hybrid
Full-time

Experience Level

Mid-level

Education Level

B.A. or B.S. degree from a top university

Salary/Compensations

Raleigh and remote: $72,000 - 90,000k base salary range + annual bonus opportunity
LA/SF: $76,000 - 95,000k base salary range + annual bonus opportunity
Toronto: $66,000-$83,000k base salary range + annual bonus opportunity

Benefits

Generous equity grant
Comprehensive benefits package
Flexible PTO
Hybrid work schedules
One-time work-from-home allowance
Lunch provided for in-office days
Company events and team-building activities
Opportunities for growth and career advancement

About the Company

BuildOps is the largest commercial trade platform in the country, transforming the multi-billion dollar commercial contracting industry.
We are empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running.
We recently achieved a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors.
Our investment is fueling aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service.
We are changing the game and doing the best work of our careers.
We are a key player in a company that's truly making a difference for the backbone of our economy.

Equal Opportunity

BuildOps is an equal opportunity employer. We consider all qualified applicants without regard to race, color, religion, sex (including pregnancy, gender identity, and sexual orientation), national origin, age, disability, genetic information, veteran status, or any other status protected by applicable federal, state, or local law.
BuildOps will consider qualified applicants with a criminal history pursuant to the California Fair Chance Act pursuant to applicable local and state laws.