Customer Success Manager, Commercial Pooled

At BuildOps, we’re building a groundbreaking software solution, purpose-built to support today’s commercial contractor. From helping our customers to manage their service all the way to project management, we’re breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in tech start-ups and thrive in fast-paced environments. Could you be our next hire?

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.

What we look for:

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

What you’ll do:

• 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.

Where you’ll go (and how often):

• We have customers across the US and Canada, so our top candidates will be ready, willing, and able to travel and assist with our legendary customer implementations. Travel frequency will depend on the account.

Compensation:

• 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

What we offer:

• Generous equity grant, become an owner in our company!
• A comprehensive benefits package
• Flexible PTO and hybrid work schedules
• One-time work-from-home allowance
• Hubs in Los Angeles, San Francisco, Toronto, and Raleigh with hybrid work schedules and lunch provided for in-office days
• Company events and team-building activities, both in-person and virtual
• Fast-paced, collaborative, and dynamic work environment
• Opportunities for growth and career advancement
• Chance to work with cutting-edge technology and innovative solutions
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

We welcome applicants from across the U.S. where we are registered to do business and able to support employment. Currently, this excludes the following states: Alaska, Hawaii, Kentucky, Mississippi, Nebraska, New Mexico, North Dakota, Rhode Island, South Dakota, West Virginia, and Wyoming. This list is based solely on operational and compliance considerations and is reviewed from time to time as our footprint grows.

About BuildOps

Join BuildOps, the largest commercial trade platform in the country, as we transform the multi-billion dollar commercial contracting industry!

We’re not just talking incremental improvements—we’re talking a full-scale revolution, empowering the hardworking heroes who build and maintain the infrastructure that keeps our world running. See why contractors choose Buildops here.

This is your chance to be part of a rocketship. We’re fresh off a $1 billion valuation and a $127M Series C funding round (part of over $275M raised to date) led by industry-leading investors like Meritech Capital, BOND, and SE Ventures, backed by Schneider Electric (Reuters, TechCrunch, LA Business Journal) . Our latest investors join our team of industry heavyweights like Next47, former Twitter CEO Dick Costolo, former Salesforce President Gavin Patterson, and Boost Mobile CEO Stephen Stokols. Their investment is fueling our aggressive growth and our commitment to equipping contractors with AI-driven tools to conquer chaos, boost efficiency, skyrocket profitability, and ultimately, deliver exceptional service.

At BuildOps, we’re changing the game and doing the best work of our careers. You’ll be a key player in a company that’s truly making a difference for the backbone of our economy. If you’re ready to tackle big challenges, work with a passionate team, and build something extraordinary, BuildOps is the place for you. 🚀

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.

BuildOps recruiters will only contact candidates through official channels and will never ask for payment, banking details, or sensitive personal information during the interview process. Verify all openings at https://buildops.com/careers. Report suspicious outreach to reportfraud.ftc.gov and fraud@buildops.com. We review every report, but may not be able to respond individually. BuildOps is not responsible for losses from fraudulent postings.