About the opportunity
Builder is looking to grow a team of exceptional Customer Success Managers in the UK who will be responsible for ensuring the ongoing success of customers using our Studio Store product.

About Builder
Innovation is fuelled by the power of possibilities. A few years ago, it was virtually impossible to innovate because building software needed a degree, it was simply too expensive, too complex, too risky and ultimately too inefficient. That’s why only 16% of projects were ever done on budget and 78% failed.

We're changing that. We’re flipping software development on its head and kicking out the notion that you need to be an expert or do boot camps to learn how to make your app. Builder.ai’s platform lets you order the perfect software app for whatever problem you’re trying to solve. Our AI powered assembly line brings together Lego-like reusable features and experts from around the world to bring world-class ideas to life – ANYONE’s world-class ideas.

Building software needs to be like ordering pizza – pick what you want, get recommendations for the features you need and simply wait till it's cooked and ready for you.

About Studio Store
Studio Store is Builder’s app store for small businesses such as Retail & Grocery stores, restaurants, and gyms, to take their business online quickly and affordably. The store offers ready-to-launch full featured apps that can be launched in as little as two weeks with full aftercare and cloud hosting support.

Over the next 3 years, we expect to scale this product line to over 25k+ SME customers globally through direct and partner channels.

About the role
Customer Success Managers (CSMs) partner with customers to ensure they’re able to use the products and services provided by Builder effectively to achieve their business goals. CSMs have an in-depth understanding of the customer's needs and seek to develop positive customer experiences, fostering relationships that support customer satisfaction and loyalty.

Whether the customer is a retail customer using our eCommerce product, or a restaurant owner using the restaurant product, it’s the responsibility of the CSM to enable the customer to effectively use the product to achieve their business ambitions.

Ultimately, you will work directly with customers to help solve their problems and ensure their satisfaction working closely with other employees to ensure customer questions, concerns and problems are addressed in a timely manner.

The successful candidate will be customer focused, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise automation and self service solutions for customers.

Responsibilities

• Pre-sales support - providing product expertise to support sales teams
• Ownership of the onboarding process so customer onboarding happens successfully and within the target timeframe so they can quickly experience business value
• Defining and implementing customer training and enablement programmes for your product or region to ensure customer product adoption
• Effective ongoing support and resolution of customer queries in a timely manner to drive continued product success
• Cross-sell and upsell services and products from the Builder.ai Ecosystem relevant to customer needs
• Promote value through customer experience
• Review customer complaints and concerns and seek to improve the overall customer experience
• Conduct weekly and monthly review of core customer success KPIs to ensure your portfolio of customers are hitting their health metrics

Requirements and skills

• Proven work experience as a Customer Success Manager or similar customer facing role for a SaaS product
• Ability to multitask while maintaining attention to detail is key
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Experience working with data to understand trends and formulate action plans
• Accountability, personal organization and a high degree of customer empathy are essential
• Experience in managing a diverse group and training each according to company standards
• A communications or marketing degree is preferred

Life at Builder
It’s a place where everything moves at lightning speed and it’s certainly not for the faint of heart. We celebrate diversity and push everyone to do more with less, while creating and championing a culture that empowers everyone to experiment, push boundaries and learn by doing. Every Builder runs to our core value system of HEARTT (Heart, Entrepreneurship, Accountability, Respect, Trust & Transparency) and we’re always looking for team players with a point of view, a sense of humility and a let’s-get-stuff-done attitude.

Our scale-up is at the intersection of a quirky startup where designers and machine learning specialists work on problems together and savvy commercial teams working with finance folks to invent new business models. #WhatWillYouBuild

Benefits

• Attractive performance related quarterly bonus
• Stock options in a $100 million funded Series C scale-up company
• Hybrid working
• 24 days annual leave + bank holidays
• 2 x Builder family days each year
• Generous pension contributions
• Private medical & dental insurance provided by AXA
• Access to our Perkbox
• A "work from home" equipment allowance