Description

About the Role

At Buildots, Customer Success Managers are at the heart of our mission: ensuring project teams extract maximum value from our platform, embed it into their workflows, and become advocates who help drive account expansion. The Customer Success team also plays a pivotal role in Marketing (case studies, ROI storytelling) and Product (field feedback that shapes the roadmap).

We're looking for an experienced, people-first Customer Success Team Lead to manage a team of CSMs supporting our Standard Projects portfolio across North America. You'll be responsible for the onboarding, adoption, and ongoing success of a growing portfolio of customers, while formally leading, developing, and managing the performance of your team. This is a cross-functional leadership role that works closely with Product, Marketing, and Sales to ensure customer impact translates into broader business success.

This role carries partial people-management responsibilities: hiring, coaching, and formal performance management for your team, delivered through Buildots' annual performance review process, supported by structured check-ins twice a year.

Key Responsibilities

• Lead, coach, and develop a team of Customer Success Managers (typically 8-10) supporting the Standard Projects portfolio in North America.
• Own formal performance management (minus compensation) for your team: lead annual performance reviews covering both results (MBO/KPI attainment) and behaviors, supported by structured check-ins bi-annually.
• Define and track team and individual KPIs to ensure alignment with business goals.
• Own hiring decisions for CSM roles on your team, in partnership with the Director.
• Assign and reassign accounts within your team to balance portfolio health and workload.
• Oversee customer onboarding, adoption, and success across your team's portfolio of Standard Projects accounts.
• Own portfolio health across the team's book of business - proactively identify risk and manage escalations, intervening directly on at-risk accounts.
• Build and maintain the Customer Success playbooks your team uses day to day.
• Drive the creation of value stories and case studies; review and quality-control your team's output before it reaches leadership or Sales.
• Represent your team's interests in cross-functional planning with Sales, Product, Delivery, and Marketing, and ensure the feedback loop back to Product is clear and consistent.
• Communicate change to your team directly during process or product rollouts, managing change fatigue and surfacing concerns upward.
• Use portfolio-wide data to identify team-level trends and coach individual CSMs on where to focus.
• Contribute team-level input into regional Customer Success strategy and goals.
• Serve as the customer-facing escalation point for your portfolio. Take direct ownership of accounts/projects in "red" and high-severity issues
• Build and maintain executive relationships across your portfolio. Meet customer executives directly, as needed, for success alignment
• Coach CSMs on executive communication and difficult conversations

Benefits

A benefits package designed to support you professionally and personally:

• Health, dental & vision insurance
• 401(k) retirement plan with 4% employer match
• Paid time off (vacation and sick leave)
• Stock-option grants (for eligible employees)
• Hybrid working arrangement
• Employee Assistance Program (EAP)
• Commuter benefits
• Pet insurance
• Voluntary life insurance
• Voluntary short-term & long-term disability coverage

The base salary range for this role is CAD $140,000-$170,000, with a performance-based bonus paid semi-annually, targeting up to 16% of base salary based on individual and portfolio outcomes. In addition, we also offer an equity package in the form of stock-option grants.

Requirements

Requirements

• Experience in a B2B customer-facing role in the construction industry is required (4+ years preferred)
• Experience managing a Customer Success or similar client-facing team, including hiring and formal performance management (3+ years preferred). Internal candidates without formal management tenure will be evaluated on demonstrated leadership, ownership, and coaching ability.
• Willingness to travel (around 30%)
• Strategic & entrepreneurial mindset - you create and refine playbooks rather than just follow them, and you're comfortable building processes in a fast-scaling environment.
• Strong operational and analytical skills, with a proactive approach to improvement and comfort using data to guide team-level decisions.
• Cross-functional leadership - experience partnering effectively with Sales, Marketing, Product, and Engineering to align customer needs with business objectives.
• Exceptional written and verbal communication skills, including the ability to lead sensitive or difficult conversations with direct reports.
• Proficiency with CS platforms and Salesforce.
• Experience in a SaaS environment is a strong plus.

Location Requirements: This role can be based in the US (excluding Pacific Time Zone states) or in Toronto, Canada.