Senior Client Success Manager
Built is a construction and real estate finance technology company providing an AI-powered platform that connects banks, private credit lenders, owners, developers, and general contractors to manage draws, budgets, payments, and portfolio risk. Their platform serves lenders and construction/real estate professionals to speed up funding, reduce paperwork, and improve visibility across the project lifecycle.
About Built
Built provides an AI-powered software platform for real estate and construction finance, enabling banks, private credit firms, owners, developers, and general contractors to fund, develop, build, and manage projects on a single system. The platform offers draw and budget management, portfolio risk mitigation, draw inspections, underwriting, accounts payable automation, digital payments, and reporting/analytics, along with integrations to existing systems and a marketplace for goods and services. Built serves lenders (banks, private credit) and construction industry participants (owners, developers, general contractors), with claims of managing over $300B in capital, supporting 78,000+ owners and contractors, and working with 340+ lenders. Customers cited on the site include Waltz Construction, TowneBank, and Stock Yards Bank, highlighting faster draw funding, reduced admin work, and improved compliance tracking.
Skills
About the Role
You will own the strategic relationship and post-implementation success for the most important and complex clients, with full accountability for retention, adoption, and expansion outcomes. You will develop and execute client success and account plans, build multi-threaded relationships across client organizations, and monitor adoption metrics to intervene early in at-risk situations. You will identify and close upsell and cross-sell opportunities, lead quarterly business reviews with ROI analysis, and informally mentor junior CSM team members. You will partner with Product and Implementation to ensure client feedback shapes the roadmap, and leverage AI tools to accelerate account health analysis, QBR preparation, and expansion opportunity identification across your portfolio.
Requirements
- 4-7 years of experience in client success, account management, or strategic customer relationships
- Demonstrated track record of managing complex, high-value accounts and driving expansion revenue
- Strategic relationship management skills with C-suite executives
- Consultative approach to client success
- Demonstrated success driving expansion revenue and strong retention
- Strong executive presence and communication skills
- Deep or developing expertise in construction lending, commercial real estate finance, draw management, compliance tracking, or commercial banking workflows
- Subject matter expert orientation
Responsibilities
- Own the strategic relationship and post-implementation success for the most important and complex clients
- Develop and execute comprehensive client success and account plans
- Build multi-threaded relationships across client organizations
- Monitor adoption metrics and client health indicators and intervene in at-risk situations
- Identify and pursue expansion opportunities through upsells, cross-sells, and new use case discovery
- Lead quarterly business reviews with client leadership
- Mentor junior CSM team members informally
- Partner with Product and Implementation to ensure client feedback shapes the roadmap
- Leverage AI tools for account health analysis, QBR preparation, and expansion opportunity identification
Benefits
- Equity in the form of stock options
- Medical, dental and vision insurance
- Unlimited PTO policy
- Learning Grant program for professional development
- 401k with match and expedited vesting
