Manage a dynamic, high-volume book of business made up of Builder's mid-market customers
Drive product adoption by proactively identifying usage gaps and consulting with customers on solutions
Lead and support scaled customer programs such as webinars, office hours, and lifecycle campaigns
Partner closely with Account Executives and Customer Engineers to align on customer outcomes
Respond to inbound customer needs via channels like email and Slack, balancing speed and strategic insight
Create and iterate on content to help customers self-serve and grow, including guides, playbooks, and in-app messaging
Champion the customer by sharing insights with Product, Engineering, and Marketing to shape Builder's roadmap and GTM motions
Contribute ideas, experiments, and innovations that improve how we deliver value at scale
Requirements
Have 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role
Are energized by solving problems at scale - whether that means jumping into a support thread or launching a new email series
Are organized, analytical, and comfortable managing a high volume of customers and priorities
Communicate clearly, concisely, and persuasively -especially over async channels
Love fast-moving, early-stage environments and are comfortable with ambiguity
Are tech-savvy and curious - eager to learn new tools and translate complex ideas into simple outcomes
Have a knack for pattern recognition and a bias toward action when you spot opportunity
Additional Instructions
Manage a dynamic, high-volume book of business made up of Builder's mid-market customers
Drive product adoption by proactively identifying usage gaps and consulting with customers on solutions
Lead and support scaled customer programs such as webinars, office hours, and lifecycle campaigns
Partner closely with Account Executives and Customer Engineers to align on customer outcomes
Respond to inbound customer needs via channels like email and Slack, balancing speed and strategic insight
Create and iterate on content to help customers self-serve and grow, including guides, playbooks, and in-app messaging
Champion the customer by sharing insights with Product, Engineering, and Marketing to shape Builder's roadmap and GTM motions
Contribute ideas, experiments, and innovations that improve how we deliver value at scale
Perks and Benefits
Unlimited time off. 3 weeks is the minimum that we will ask you to take each year
Mental health days. We encourage you to take at least one per quarter to recharge
Paid parental leave. 12 weeks of full pay for the birth and care of a newborn child, or for the placement of a child for adoption or foster care
$500 home office improvement budget. Help get what you need to be comfortable working in a digital-first environment
$500 annual learning & development budget. Feel supported and empowered to continue developing your skills
Co-working space reimbursement. Work from any WeWork at anytime with an All Access pass, or reimburse up to $300/month at another local co-working space
Health Insurance. 100% employer-paid premiums for medical, dental, and vision insurance for employees, and 50% covered for eligible dependents
Additional Insurance. Depending on location, Builder covers your life insurance, short- and long-term disability, and you'll have access to supplemental benefits like accident and critical illness insurance
401k (for US based team members). Contribute to your financial future through our Guideline plan
Real equity. We have a four year vesting schedule with a one year cliff. We also have a ten (10!!) year exercise window 🤯 (yeah, we're pretty stoked about it!)
