The Customer Success Manager at Builder.ai will play a pivotal role in ensuring customer satisfaction and the ongoing success of applications developed using Builder Studio. This role involves collaborating with various internal teams to address customer needs, proactively managing customer portfolios, and fostering long-term customer relationships. The successful candidate will drive customer engagement, contribute to product success, and leverage data to continuously improve customer experiences.

Key Responsibilities:

• Customer Collaboration: Partner with customers to understand their needs and ensure effective use of Builder.ai products.

• Customer Support: Resolve customer queries and provide ongoing support to ensure application performance and customer satisfaction.

• Long-term Success Planning: Proactively work with customers to create long-term success plans for their Builder Studio applications.

• Cross-Sell & Upsell: Identify and execute cross-sell and upsell opportunities within the Builder.ai ecosystem.

• Customer Reviews: Conduct regular reviews to identify risks and opportunities, escalating concerns as needed.

• Renewals & Advocacy: Ensure subscription renewals and work with marketing to identify customer advocates.

Qualifications & Experience:

• 5+ years in a customer-facing role, specifically in SaaS/AI products.

• Proven experience working with high-volume customers and C-suite stakeholders.

• Strong communication skills with the ability to foster positive business relationships.

• Experience with data analysis to identify trends and action plans.

• Ability to multitask while maintaining attention to detail.

Skills & Other Requirements:

• Strong organizational and time-management skills.

• High degree of customer empathy and accountability.

• Experience with cross-sell/upsell strategies and customer success process improvements.

What We Can Offer You:

• Compensation: Discretionary variable pay, stock options, and a generous referral bonus scheme.

• Benefits: Hybrid working, private medical insurance, and 24 days annual leave.

• Time Off: Time off between Christmas and New Year, and two Builder family days each year.

• Growth Opportunities: Join a rapidly growing Series D funded company with plenty of room for personal and professional growth.