Senior Client Success Manager
About The Role

Built Technologies is transforming how capital moves through construction and real estate finance - one of the largest, most complex sectors in the economy. Our platform connects lenders, including many of the top U.S. banks, with the owners, developers, and general contractors they finance. When a draw is approved, a builder can pay subcontractors. When a compliance document clears, a project moves forward. The work we do here is not abstract - it has a direct and material impact on how capital flows and how real estate gets built.

Built's Client Success team drives the adoption, retention, and strategic value that define Built's reputation in the construction finance market - and the Senior Client Success Manager owns that responsibility for the most complex and valuable client relationships in the portfolio. In this role, you will combine hands-on relationship management with sophisticated account planning, building multi-threaded partnerships across client organizations and driving meaningful expansion opportunities. You work independently with periodic guidance, are recognized as the go-to resource for the most complex client situations in the function, and informally raise the capability of those around you through the standards you set.
Our Guiding Principles

• Be Bold. We pursue the biggest problems in our industry, challenge assumptions others take for granted, and take calculated risks to get there. We don't hide behind consensus or committees. Playing it safe is just failing slowly.
• Help Customers Win. We learn our customers' businesses deeply - how they think, how they deploy capital, what keeps them up at night. We treat their capital like our own. We ship leverage, not features. And we measure ourselves by customer results, not our intentions.
• Move with Urgency & Purpose. We bias toward delivery over perfection, remove friction from our own paths, and communicate in real time. Momentum compounds - and we build it every day.
• Own the Outcome. We own outcomes, not just tasks. We hold a high Say:Do ratio and take responsibility from idea through impact. When something breaks, we fix it - we don't wait to be asked.
• Never Satisfied. We raise the bar continuously. We stay curious, hold exacting standards, debate hard, and hold our opinions loosely when the evidence shifts. Excellence is a habit, not an event.

What You'll Do

• Own the strategic relationship and post-implementation success for Built's most important and complex clients - with full accountability for retention, adoption, and expansion outcomes.
• Develop comprehensive client success and account plans based on each client's business objectives, organizational structure, and use case priorities - and execute against those plans with discipline.
• Build multi-threaded relationships across client organizations - spanning loan officers, credit teams, operations, technology, and executive leadership - to ensure Built has broad, durable presence at every account.
• Monitor adoption metrics and client health indicators with rigor; identify at-risk situations early and intervene strategically before they become escalations or churn risks.
• Identify and pursue expansion opportunities through upsells, cross-sells, and new use case discovery - building the business cases and navigating internal approvals to close growth within existing accounts.
• Lead quarterly business reviews with client leadership - presenting ROI analysis, adoption outcomes, and strategic recommendations that reinforce Built's value and advance the partnership.
• Informally mentor junior CSM team members - share best practices on strategic account management, client communication, and executive engagement; raise the function's overall standard.
• Partner with Product and Implementation to understand client needs, advocate for features that address real market pain points, and ensure client feedback shapes Built's roadmap.
• Leverage AI tools to accelerate account health analysis, QBR preparation, and expansion opportunity identification across your portfolio.

Business & Domain Specifics

Success in this role depends on real fluency in the business you are supporting. You are advising senior stakeholders inside lending and real estate organizations, so you need enough command of the operating environment - and of Built's product surface - to be credible from the first conversation.

The construction lending operating environment

You understand how lenders actually run their business - how they think about draws, portfolio risk, compliance, and technology adoption - well enough to advise client teams with confidence and credibility rather than relying on the client to explain their own workflows to you. You can speak to the realities of construction and real estate finance: draw management, compliance tracking, commercial banking workflows, and the operational pressures that shape how a lender deploys capital and manages risk.

Built's product surface and the domains where senior CS work creates the most leverage

You bring deep or rapidly developing expertise in the specific areas of Built's platform where adoption and value realization make or break a client relationship. Across the portfolio, the highest-leverage domains include:

• CRE Inspections - driving correct, consistent inspection workflows and the data quality they depend on.
• AI Draw Agent adoption - getting clients to trust and operationalize automated draw review at scale.
• CLA+ value realization - translating platform capability into measurable outcomes the client can see.
• Post-implementation stabilization - converting a live deployment into durable, healthy, low-risk usage.
• M&A navigation - keeping clients steady, adopted, and retained through organizational change.
• Workflow optimization - removing friction in how the client uses Built day to day so value compounds.

Your domain is not fixed. As Built's strategic priorities evolve - new products, new client segments, new market opportunities - the definition of high-value work evolves with them. The expectation is that you deepen your expertise continuously and stay close to where the business needs to move next, so the accounts you own remain healthy, adopted, and growing as the platform and the market change.
What You'll Bring

• 4-7 years of experience in client success, account management, or strategic customer relationships - with a demonstrated track record of managing complex, high-value accounts and driving meaningful expansion revenue.
• Strategic relationship management skills - you navigate complex organizational structures, build genuine influence with C-suite executives, and maintain multi-threaded access across large client organizations.
• A consultative approach to client success focused on understanding business objectives and positioning Built as a strategic partner, not just a platform.
• Demonstrated success driving expansion revenue and strong retention within an existing client portfolio.
• Strong executive presence and communication skills - you're equally comfortable presenting ROI analysis to a CFO and working tactically with an operations team to solve an adoption challenge.
• Deep or developing expertise in construction lending, commercial real estate finance, draw management, compliance tracking, or commercial banking workflows - enough to advise clients at senior levels with credibility.
• A subject matter expert orientation - you share what you know, hold high standards, and leave the function's playbooks and methodology better than you found them.

What Success Looks Like at Six Months

• Your portfolio is retaining at a best-in-class rate with meaningful expansion momentum - you've closed or advanced at least one significant upsell or cross-sell within your first six months.
• C-suite and senior stakeholders at your accounts describe Built as a strategic partner and credit the relationship you've built as central to their experience.
• Adoption and health metrics across your accounts are strong - clients are realizing value across multiple use cases and engaging consistently with Built's platform.
• Junior CSMs are benefiting from your informal guidance - your approaches, deal coaching, and standards are raising the team's overall performance.
• Product and cross-functional partners actively seek your structured client feedback, trusting your ability to translate client needs into actionable product and strategic insights.

AI & Technology Expectations

• Leverage AI tools to enhance the productivity, quality, and speed of your work.
• Use AI to support drafting, analysis, summarization, and problem-solving across your role.
• Identify opportunities to streamline workflows and reduce manual effort through automation and AI.
• Apply AI to sharpen decision-making and strengthen strategic insights.

Built's salary range for this position is $110,000 - $130,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built's total compensation package for employees; your total rewards package at Built will include equity, market-current medical, dental and vision coverage, an unlimited PTO policy, and other benefits.

Travel Requirement: If the role isn't required to be hybrid or on-site, non-local candidates (not based in Nashville metro) must be able to travel at minimum twice per year to Nashville, TN or another designated location for company-wide events (e.g., "Connect Week"). Additional travel may be required based on business needs and role responsibilities.

Perks:

• The rare opportunity to radically disrupt a $1.5T industry
• Competitive benefits including: uncapped vacation [US ONLY], health, dental & vision insurance
• Robust compensation package, including equity in the form of stock options
• Learning Grant program to support ongoing professional development
• 401k with match and expedited vesting [US ONLY]