Customer Success Manager

Position Overview:

Bilt On is seeking an experienced, operationally minded, and customer-obsessed Customer Success Manager to join our US-based team. In this role, you will be the primary owner of the customer relationship from the moment a deal closes through the full lifecycle of the account. This is not a passive account management role; it is a deeply operational, field-oriented position where you will translate the Bilt On platform into measurable operational value for construction clients.

You will drive onboarding, ensure platform adoption, manage complex stakeholder relationships, and serve as the expert voice of the customer within Bilt On.

• End-to-End Account Ownership:
  Act as the primary relationship owner for a portfolio of construction accounts. Be the face of Bilt On on-site and the internal champion for each customer.
• Onboarding & Implementation Lead:
  Drive the rollout of Bilt On across new accounts—from worker onboarding configuration and access control setup to crew-level training and successful "go-live" on construction sites.
• Adoption & Value Realization:
  Proactively monitor usage dashboards, identify at-risk accounts, and execute recovery plans to ensure customers derive maximum ROI from our platform.
• Field Engagement:
  Conduct site visits to observe operations, reinforce product usage, train site officials/foremen, and identify operational pain points that Bilt On can solve.
• Integration Coordination:
  Lead customer-facing integrations (e.g., Procore, Autodesk Build) from kickoff to execution. Train site teams on integrated workflows and troubleshoot sync issues in partnership with Product and Engineering.
• Strategic Reviews:
  Partner with Account Executives to deliver Quarterly Business Reviews (QBRs) with executive stakeholders, presenting adoption data, compliance trends, and roadmap alignment.
• Cross-Functional Advocacy:
  Capture and translate structured product feedback and feature requests into business impact, advocating for customer requirements with our Product and Engineering teams.
• Escalation Management:
  Own customer-facing communication during incidents or unresolved issues, coordinating internally until resolution.

Bilt On is seeking an experienced, operationally minded, and customer-obsessed Customer Success Manager to join our US-based team. In this role, you will be the primary owner of the customer relationship from the moment a deal closes through the full lifecycle of the account. This is not a passive account management role; it is a deeply operational, field-oriented position where you will translate the Bilt On platform into measurable operational value for construction clients.

You will drive onboarding, ensure platform adoption, manage complex stakeholder relationships, and serve as the expert voice of the customer within Bilt On.

• End-to-End Account Ownership:
  Act as the primary relationship owner for a portfolio of construction accounts. Be the face of Bilt On on-site and the internal champion for each customer.
• Onboarding & Implementation Lead:
  Drive the rollout of Bilt On across new accounts—from worker onboarding configuration and access control setup to crew-level training and successful "go-live" on construction sites.
• Adoption & Value Realization:
  Proactively monitor usage dashboards, identify at-risk accounts, and execute recovery plans to ensure customers derive maximum ROI from our platform.
• Field Engagement:
  Conduct site visits to observe operations, reinforce product usage, train site officials/foremen, and identify operational pain points that Bilt On can solve.
• Integration Coordination:
  Lead customer-facing integrations (e.g., Procore, Autodesk Build) from kickoff to execution. Train site teams on integrated…