Customer Success Manager

Builder.ai; Dubai; Hybrid; USD 60,000 - 100,000; Full time

Job summary

An innovative company is seeking a Customer Success Manager to ensure customers thrive using their software solutions. This role involves collaborating across teams to enhance customer satisfaction and loyalty, managing a diverse portfolio of clients, and proactively addressing challenges. The ideal candidate will have a strong background in customer success, excellent communication skills, and a knack for data analysis. Join a dynamic team that values diversity and offers exciting perks, including stock options and a hybrid work environment, all while making a significant impact on customer success.

Benefits

Discretionary variable pay or commission scheme

Stock options

Hybrid working environment

24 days annual leave

Referral Bonus scheme

Fully funded Private Medical Insurance

Qualifications

• 5+ years of experience in Customer Success or similar roles.
• Strong data analysis and multitasking skills required.

Responsibilities

• Manage customer portfolios and ensure satisfaction and loyalty.
• Collaborate with teams to optimize customer outcomes.

Skills

Customer Success Management

Data Analysis

Communication Skills

Multitasking

Relationship Building

Job description

About Builder.ai

We're on a mission to make software development building so easy everyone can do it - regardless of their background, tech knowledge or budget. We've already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals, and we've only just started.

With a truly global footprint encompassing offices across EMEA, APAC, and the Americas, Builder.ai is driving innovation on a worldwide scale. Having secured over $450 million in funding to date, supported by prominent investors including QIA and Microsoft, the opportunity to join Builder.ai has never been more exciting.

Life at Builder.ai

At Builder.ai we encourage you to experiment! Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take software development building to new heights.

Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder's mission to unlock human potential through the power of software.

In return for your skills and commitment, we offer a range of great perks, from private healthcare and discretionary variable pay or commission scheme, to employee stock options, generous paid leave, and trips abroad.

What Will You Build

About The Role

Builder is looking to grow a team of exceptional Customer Success Managers who will be responsible for ensuring the ongoing success of customers using our products, specifically Builder Studio.

Customer Success Managers partner with customers to ensure they're able to use the products and services provided by Builder effectively, to achieve the customer's business goals. They develop positive customer experiences, fostering relationships that support satisfaction and loyalty.

We're seeking an experienced CSM to support customers who have created applications using Builder Studio, which empowers customers to develop fully customizable, feature-rich applications using reusable building blocks, enabling them to make customizations without needing to speak to a developer or agency.

Once applications are live, we offer support plans to ensure optimal performance and growth. As a CSM, you will be the key link between our customers and their application's success, proactively addressing challenges, ensuring value delivery, and gathering customer feedback.

The ideal candidate will be customer-focused, data-driven, and able to work at scale to maximize satisfaction and engagement.

Key Responsibilities

• Collaborate across the organization for optimal customer outcomes and alignment with sales, delivery, technical support, and product teams.
• Manage a portfolio of customers, conduct regular reviews, identify risks and opportunities, and escalate issues as needed.
• Provide ongoing support and resolve customer queries promptly.
• Work proactively to develop long-term success plans for customer applications.
• Identify and execute cross-sell and upsell opportunities within the Builder.ai ecosystem.
• Ensure renewal of customer subscriptions.
• Collaborate with marketing to identify customer advocates.
• Work with leadership to improve customer success processes and best practices.

Requirements

• 5+ years of experience as a Customer Success Manager or similar role in SaaS/AI products.
• Experience managing a high volume of customers and engaging with C-suite stakeholders.
• Strong multitasking and attention to detail skills.
• Excellent communication skills and ability to foster positive relationships, reducing churn and increasing engagement.
• Data analysis experience to understand trends and develop action plans.
• Experience with cross-sell and upsell strategies.
• Accountability, organization, and customer empathy are essential.
• Experience in early-stage customer success teams and process improvement is preferred.

Benefits

• Discretionary variable pay or commission scheme.
• Stock options in a funded Series D scale-up.
• Hybrid working environment.
• 24 days annual leave plus public holidays.
• Two Builder family days annually.
• Time off between Christmas and New Year.
• Referral Bonus scheme.
• Fully funded Private Medical Insurance.