Customer Success Manager

customer success manager

chicago

hello, we're built in

built in is the only recruitment and employer reputation platform that helps companies measure and shape their reputation in ai search — so they can be visible, trusted, and chosen by top talent.

the talent market is being redefined by ai. As the hr tech space gets louder with new tools, the real shift is happening on the candidate side — by 2028, more candidates will use ai assistants like chatgpt and perplexity to discover and apply for jobs. Built in is the first to give companies the ability to manage how they appear in this new search landscape.

we already reach millions of tech professionals each month, and our 1,800+ customers — from breakout startups to fortune 100 giants — partner with us to tell authentic stories about their cultures and attract top talent.

now, with our new ai-powered reputation platform, we're helping companies future-proof their employer brand and win in the era of intelligent search.

built in is 14 years strong but operates with the drive and ambition of a startup. We move fast, stay close to our customers, and are unafraid to build what's next. You'll have the opportunity to shape how companies think about employer branding, redefine the playbook, and capture the next wave of demand.

you'll be part of a team that values curiosity, accountability, and being good humans first. Our leadership team has worked together for years, building a culture rooted in trust, transparency, and shared success. If you're looking to make an impact — to help customers embrace change, to own a new category, and to drive growth in a company built for what's next — this is the opportunity for you.

we're looking for a customer success manager to join our account management team and own the customer experience for our smb and mid-market accounts. In this role, you'll be a shared resource across a pod of account managers — leading onboarding for new smb/mm customers, monitoring the health of your book of accounts, and serving as the first point of contact for product questions and level-1 support needs.

this is a newly-created role, so you'll help build the playbook as you go. It's ideal for someone who is organized, curious, and a self-starter — energized by learning a product inside and out, helping customers get up and running quickly, and partnering closely with account managers, support, and product to deliver a great customer experience from onboarding through renewal.

• own onboarding and implementation for new smb accounts and mid-market accounts, including regular check-ins through the first weeks of the relationship
• guide customers through platform setup, training, and best practices to drive adoption, including onboarding new end users on smb accounts
• serve as a shared resource across a pod of account managers, joining customer calls as needed to support product optimization conversations
• oversee a book of smb/mid-market accounts — monitoring product and account health scores, flagging risk, and proactively reaching out where needed
• act as the first line of defense for level-1 support needs, escalating to the support team when needed
• run utilization syncs as needed based on account and product health, and support qbrs and renewal kickoffs for smb accounts in partnership with the account manager
• build deep product expertise on the built in platform to become a go-to resource for customers and internal teams
• partner cross-functionally with account management, sales, product, and support to deliver a seamless customer experience

• experience in a customer-facing role such as customer success, onboarding, account management, or support (saas or tech industry experience preferred but not required)
• strong organizational skills and exceptional attention to detail
• a self-starter mindset and comfort with autonomy — you'll help define best practices for a brand-new role
• excellent written and verbal communication skills, including comfort leading customer calls and trainings
• ability to manage multiple accounts and priorities in a fast-paced environment

• experien…