Buildout is the AI deal engine for CRE brokerages, automating every step from first contact to commission. While brokers focus on relationships and winning listings, Buildout handles the workflows behind the scenes, turning manual processes into intelligent, scalable systems. Trusted by over 50,000 brokers, Buildout powers more profitable deals from lead to close. Learn more at www.buildout.com.
We are seeking an energetic, customer-focused, and technically savvy Customer Success Manager (CSM) to drive product adoption and generate lead opportunities for individual broker customers.
This role requires exceptional communication skills, a proactive approach to customer engagement, and a devotion to ensuring every broker seamlessly integrates Buildout into their day-to-day workflow.
You will be critical in identifying usage lags, leading proactive training sessions, identifying customers ripe for expansion, and ultimately ensuring strong adoption and retention among a vital segment of our customer base.
Proactive Engagement & Adoption Acceleration
Get on the phone with customers regularly to provide hands-on training, answer questions, and enable them to integrate the product seamlessly into their day-to-day work
Leverage our CS platform, Planhat, to follow automated playbooks and engage customers based on activity (e.g., usage data, customer sentiment) to drive adoption
Collaborate closely with Support, Account Management, and Implementation teams to ensure seamless hand-offs and a unified customer communication experience
Customer Enablement & Value Realization
Lead small-group and one-on-one training sessions tailored to the specific needs of individual brokers to accelerate their time-to-value
Support the creation and distribution of proactive, educational content (e.g., training videos, webinars)
Capture customer feedback, product needs, and feature requests to share with the Product team, acting as the voice of the broker
Ensure customers are aware of and successfully utilizing all relevant features within our flagship products
Team Performance & Lead Generation
Perform against retention and lead generation KPIs
Identify opportunities for account expansion, cross-sell, or new product interest during customer interactions and seamlessly hand those off to the Account Management team
Practice excellent data hygiene, so we can effectively report on key metrics related to your customer segment
Bias towards action - you eagerly take on new challenges and are comfortable acting with minimal planning, especially when proactive outreach is needed
Tech Savvy - when confronted with complex, unfamiliar software and tools (such as the software we offer our customers), you quickly figure out how the system works without extensive training and can quickly teach what you learn to others
Communicates effectively - you’re great on the phone and with the written word, meet the customer where they are, and are unafraid to insert some delight and levity into the day-to-day
Drives results - you focus and prioritize the work that will impact business outcomes, and are allergic to not hitting your goals
Customer focus - you understand customer needs and are devoted to creating positive, helpful experiences
Operationally and process minded - you are keen on having established processes and steps in place in order to achieve a desired end goal
Nimble learning - you go beyond your comfort zone, you learn from experience, and apply those learnings going forward
2+ years of experience in post-sale, customer-facing roles for a SaaS product
Proven ability to manage a high volume of customer accounts and proactively drive engagement
Experience in leading training sessions or product demonstrations, both over the phone and via video conference
Familiarity with leveraging customer success platforms (like Planhat, Gainsight, or ChurnZero) to monitor and manage customer health
A track record of identifying and referring potential expansion or upsell opportunities
Bonus: a passion for real estate technology or experience supporting the Commercial Real Estate industry
We know there are great candidates who won’t check all of these boxes, and we also know you might bring important skills that we haven’t considered. If that’s you, don’t hesitate to apply and tell us about yourself.
Location: We are HQ’d in Chicago, but operate remotely. As such, this is a remote role open across most of the US.
Compensation: The targeted compensation range for this position is $70,000 - $90,000 base salary and participation in our company bonus pool.
Reporting To: Ana Gurtekin, our Director, Customer Success
This program includes:
Impactful insurance and benefit options, including 2 medical plans to choose from, 100% coverage of employee dental and vision insurance premiums, HSA seed, company-paid STD, LTD, life insurance, and telemedicine, and a wellness benefit of $400/year.
Policies that support a healthy work/life harmony, including Flexible PTO, 14 paid company holidays, paid parental leave, and give back days
401(k) with 4% company match and immediate vesting
A fully remote work culture with a monthly remote work reimbursement ($600/year) to support our distributed team and an annual, in-person company kickoff
Challenging problems to solve with a committed and supportive team who are invested in your growth and development
A wonderfully quirky culture where you’re encouraged to bring your whole self to work
Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.
If you need a reasonable accommodation for any part of the employment process, please contact us by email at [email protected] and let us know the nature of your request and your contact information and we will consider your request.
Below, you will be asked to complete identity information for the Equal Employment Opportunity Commission (EEOC). It is required by law that we ask these questions using the format provided by the EEOC. However, we want you to know that at Buildout, we understand that gender is not binary and welcome people of all identities.
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