Customer Success Manager

About Built In

Built In is a unique recruitment and employer reputation platform focused on shaping how companies are perceived in AI-driven job search environments. Serving over 1,800 clients ranging from startups to Fortune 100 companies, Built In reaches millions of tech professionals monthly. The company is innovating with an AI-powered reputation platform designed to help employers maintain a strong brand in the era of intelligent search, especially with AI tools becoming central to candidates' job discovery process by 2028.

Role Overview

We are seeking a Customer Success Manager to join our Account Management team. This role focuses on owning the customer journey for small and mid-market business accounts. Responsibilities include onboarding new clients, monitoring account health, providing level-1 product support, and serving as a key contact for client needs. This freshly created position calls for an organized, proactive individual eager to build the customer success framework collaboratively.

Key Responsibilities

• Lead onboarding and implementation for new SMB and Mid-Market clients, including frequent check-ins during the initial weeks.
• Guide customers through platform configuration, training, and best practices to encourage user adoption, including onboarding end users.
• Support Account Managers by participating in customer discussions focused on optimizing product usage.
• Maintain a portfolio of SMB/Mid-Market accounts by tracking product health and customer satisfaction, identifying risks, and reaching out proactively.
• Provide first-level product support and escalate issues to the Support team when necessary.
• Conduct usage reviews based on account performance, assist in quarterly business reviews and renewal preparations alongside Account Managers.
• Develop deep expertise in the Built In platform to act as a resource for internal teams and clients.
• Collaborate cross-functionally with Sales, Account Management, Product, and Support teams to ensure a seamless customer journey.

Candidate Qualifications

• Previous experience in customer-facing roles such as customer success, onboarding, account management or support, preferably within SaaS or technology sectors.
• Exceptional organizational skills with meticulous attention to detail.
• Self-motivated, comfortable working independently and shaping new role processes.
• Strong verbal and written communication abilities, including confidently conducting customer calls and training sessions.
• Aptitude for managing multiple customers and priorities effectively in a dynamic workspace.

Preferred Experience

• Background in HR technology, recruitment marketing, employer branding, or talent acquisition platforms.
• Experience in monitoring account health and managing risk proactively.
• Collaborative experience working across Sales, Account Management, and Product teams.

Compensation & Benefits

The expected base salary range for this position is $70,000 to $80,000 per annum, varying by skills, qualifications, experience, and work location. Full-time employees become eligible for benefits starting the first of the month following their hire date.

Company Values

• Embrace inclusivity and foster a respectful culture.
• Demonstrate a passionate and committed approach to work.
• Practice humility and openness to learning.
• Maintain curiosity to drive innovation.
• Focus on providing solutions alongside identifying challenges.
• Take responsibility for outcomes and learn from mistakes.
• Exceed job expectations with leadership and initiative.

Diversity & Inclusion

Built In is committed to equal employment opportunity and actively supports diversity, equity, and inclusion. We encourage applications from candidates of all backgrounds who meet most qualifications. The company supports multiple employee resource groups and is led predominantly by women, reflecting its dedication to an inclusive workplace.

Important Notice

Applicants should be aware that Built In never conducts recruitment via text, messenger, or similar platforms. Beware of phishing scams and only trust official emails from builtin.com.