Customer Success Manager

Buildots; Toronto; Hybrid; CAD 80,000 - 120,000; Full time

Benefits offered by this job

Employee equity

Dog-friendly workplace

Parent-friendly policies

Volunteer opportunities

Regular social events

Job summary

Buildots is seeking a Customer Success Manager to drive onboarding and adoption on construction projects, ensuring customers gain maximum ROI from our platform and integrating data into daily workflows.

We are looking for a candidate in the Toronto area with 4+ years in construction and proven client-facing experience. Travel to sites will be required, and you will work with product and delivery teams to expand within key accounts.

Qualifications

• 4+ years of construction experience (site-based preferred)
• Client-facing experience in construction B2B
• Change management and strategic thinking
• Strong stakeholder management skills
• Ability to thrive in a fast-paced startup
• Willingness to travel
• Located in Toronto area

Responsibilities

• Provide strategic advisory services to maximize customers' adoption, implementation, and ROI from Buildots across multiple construction projects
• Lead the relationship with key champions and ensure they feel supported by Buildots, while representing the customer voice within delivery pods
• Efficiently handle onboarding of new users and train on-site users to maximize system usage
• Gather insights from data and feedback to influence product roadmap and features
• Collaborate with the customer success team to create and update playbooks for continuous delivery excellence

Skills

Customer success

Stakeholder management

On-site construction experience

Travel willingness

Job description

Over 100 global giants trust Buildots, including Turner Construction, JE Dunn, Intel, STO Building Group and Mortenson. In Canada, our clients include Bird Construction, EllisDon, Graham Construction, Ledcor, Pomerleau, Urban One Builders and Kiewit Canada. Its impact is proven at every scale, from multi-family projects to multi-gigawatt data centers.

About The Role:

Buildots brings groundbreaking capabilities to managers on construction sites, far beyond everything they have seen before. We are looking for a Customer Success Manager to take part in the implementation of these capabilities on construction projects to ensure successful delivery for our customers. This position is about making sure the project and the users within it make the most out of the system, and building upon that success to generate business with the contractor’s future projects.

As a CSM within Buildots you are responsible for the set-up and onboarding of all new projects within your portfolio, and then the successful product adoption across multiple users within the projects. We want to ensure the data Buildots offers becomes embedded into the day to day practices of our projects, which leads to adoption across our key accounts. Within the organization you will be the voice of the customer, working to provide relevant and critical information to our product managers, you’ll provide user stories and wins to the account teams helping to support the successful expansion within our key accounts. Alongside this you’ll work closely with our technical team to ensure project data is correct, as project’s evolve so does their digital twin within Buildots, alongside your dedicated VDC you’ll need to ensure we’re ahead of the game.

What You'll Do:

• Provide strategic advisory services to maximize customers' adoption, implementation, and ROI from Buildots across multiple construction projects
• Lead the relationship with our key champions ensure they feel supported by Buildots, whilst also being the customer voice amongst internal delivery “pods”.
• Efficiently handle onboarding of new users, driving seamless adoption of the technology, including training of on-site users on how to use the system and make the most out of it.
• Gain insights from data and the use of the system on projects and feedback to the product team to influence the product's roadmap and features.
• Work within the customer success team to shape and refine delivery for clients by using expert knowledge. Creating and updating playbooks within the team, ensuring a ongoing legacy of Customer Success Delivery.

Requirements:

• At least 4 years of experience as a construction professional, preferably site based (i.e. Project Manager, Superintendent, Project Engineer, Project controller)
• Proven client-facing experience, whether in a B2B role or through working directly with owners and customers within the construction industry
• Comfortable with change management, ability to learn from successes and failures to help find better strategies and solutions, ability to effectively elevate to management when needed, contribute to building the company's success secret sauce
• Proven stakeholder management and networking skills, with examples of working with senior positions alongside junior team members within your customer base
• Ability to thrive in a fast-paced startup working environment handling multiple priorities, whilst maintaining high attention to detail with best-in-class service delivery results.
• You're a pro-active and independent achiever, self-learner, able to handle a task from idea to production. You're responsible for full ownership of your customers and finding creative solutions which land with your users and market.
• Excellent written and verbal communication skills, including the ability to explain complex concepts in simple terms to clients, adapting to different cultural communication styles, and often in a group setting
• Willingness to travel
• Candidates must be located in Toronto area

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We hold ourselves to the highest standards, empowering our people to turn good ideas into action.
But we also respect life outside of work, with policies that support balance, families and fun.

Mix time in the office and working from home.

• Parent-friendly
• Dog-friendly
• Employee equity
• Community impact
• Celebrate your hard work

A family-friendly workplace that supports parents.

Bring your dog to the office any day.

Share our success – equity options for all team members.

Get opportunities to volunteer and give back.

Regular social events, meals and celebrations.