Customer Success Team Lead, Canada

Buildots; Toronto; Hybrid; CAD 140,000 - 170,000; Full time

Benefits offered by this job

401(k) match

PTO

Stock options

Hybrid work

EAP

Life insurance

Disability insurance

Job summary

Buildots is seeking a Customer Success Team Lead to guide a group of Customer Success Managers supporting Standard Projects across North America. You’ll oversee onboarding, adoption, and ongoing success, while coaching on performance through annual reviews and ongoing feedback.

The role emphasizes cross-functional collaboration with Product, Sales, and Marketing, plus hiring and development of team members. Hybrid work is available with equity-based incentives.

Responsibilities

• Lead and coach a team of Customer Success Managers (typically 8–10) supporting the Standard Projects portfolio in North America.
• Own formal performance management for your team, including annual reviews and bi-annual check-ins.
• Define and track team KPIs to align with business goals and drive portfolio health.

Job description

Buildots is the world’s most advanced construction intelligence platform. By comparing schedules and BIM against site reality, its advanced AI transforms granular data into insights that unlock operational excellence.

Fortune 500 owners and contractors trust Buildots, including Digital Realty, Intel, Turner Construction, JE Dunn, STO Building Group and Mortenson. Its impact is proven at every scale, from multi-family projects to multi-gigawatt data centers. With over $160M raised and major expansion planned for 2026, this is a unique opportunity to join a fast-scaling company reshaping one of the world’s largest industries.

About the Role

At Buildots, Customer Success Managers are at the heart of our mission: ensuring project teams extract maximum value from our platform, embed it into their workflows, and become advocates who help drive account expansion. The Customer Success team also plays a pivotal role in Marketing (case studies, ROI storytelling) and Product (field feedback that shapes the roadmap).

We're looking for an experienced, people-first Customer Success Team Lead to manage a team of CSMs supporting our Standard Projects portfolio across North America. You'll be responsible for the onboarding, adoption, and ongoing success of a growing portfolio of customers, while formally leading, developing, and managing the performance of your team. This is a cross-functional leadership role that works closely with Product, Marketing, and Sales to ensure customer impact translates into broader business success.

This role carries partial people-management responsibilities: hiring, coaching, and formal performance management for your team, delivered through Buildots’ annual performance review process, supported by structured check-ins twice a year.

Key Responsibilities

• Lead, coach, and develop a team of Customer Success Managers (typically 8–10) supporting the Standard Projects portfolio in North America.
• Own formal performance management (minus compensation) for your team: lead annual performance reviews covering both results (MBO/KPI attainment) and behaviors, supported by structured check-ins bi-annually.
• Define and track team and individual KPIs to ensure alignment with business goals.
• Own hiring decisions for CSM roles on your team, in partnership with the Director.
• Assign and reassign accounts within your team to balance portfolio health and workload.
• Oversee customer onboarding, adoption, and success across your team's portfolio of Standard Projects accounts.
• Own portfolio health across the team's book of business — proactively identify risk and manage escalations, intervening directly on at-risk accounts.
• Build and maintain the Customer Success playbooks your team uses day to day.
• Drive the creation of value stories and case studies; review and quality-control your team's output before it reaches leadership or Sales.
• Represent your team's interests in cross-functional planning with Sales, Product, Delivery, and Marketing, and ensure the feedback loop back to Product is clear and consistent.
• Communicate change to your team directly during process or product rollouts, managing change fatigue and surfacing concerns upward.
• Use portfolio-wide data to identify team-level trends and coach individual CSMs on where to focus.
• Contribute team-level input into regional Customer Success strategy and goals.
• Serve as the customer-facing escalation point for your portfolio. Take direct ownership of accounts/projects in “red” and high‑severity issues
• Build and maintain executive relationships across your portfolio. Meet customer executives directly, as needed, for success alignment
• Coach CSMs on executive communication and difficult conversations

A benefits package designed to support you professionally and personally:

• 401(k) retirement plan with 4% employer match
• Paid time off (vacation and sick leave)
• Stock‑option grants (for eligible employees)
• Hybrid working arrangement
• Employee Assistance Program (EAP)
• Voluntary life insurance
• Voluntary short‑term & long‑term disability coverage

The base salary range for this role is CAD $140,000–$170,000, with a performance‑based bonus paid semi‑annually, targeting up to 16% of base salary based on individual and portfolio outcomes. In addition, we also offer an equity package in the form of stock‑option grants.

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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

A family‑friendly workplace that supports parents.

Dog-friendly

Bring your dog to the office any day.

Employee equity

Share our success – equity options for all team members.

Community impact

Get opportunities to volunteer and give back.

Celebrate your hard work

Regular social events, meals and celebrations.