Customer Success Manager

Built In; Chicago (IL); On-site; USD 75,000 - 100,000; Full time

Benefits offered by this job

Benefits package

Job summary

Built In is seeking a Customer Success Manager to guide enterprise customers from onboarding through renewal, balancing product expertise with strategic partnership.

You will serve as a trusted advisor to large clients, ensuring measurable outcomes, managing complex stakeholder relationships, and driving long-term engagement with our AI employer intelligence platform.

Qualifications

• 4+ years of experience in customer success, account management, implementation, solutions consulting, or a client-facing SaaS role.
• Experience managing complex enterprise customer relationships with multiple stakeholders.
• Strong project management and organizational skills with exceptional attention to detail.
• Excellent communication and presentation skills, including experience leading customer trainings or demos.
• Ability to navigate ambiguity, prioritize effectively, and collaborate cross-functionally in a fast-paced environment.

Responsibilities

• Lead onboarding and implementation for enterprise customers, ensuring a smooth transition from post-sale through launch.
• Guide customers through platform setup, training, and best practices to drive adoption and long-term success.
• Build and manage project plans with clear milestones, timelines, and accountability across stakeholders.
• Run customer check-ins and business reviews focused on utilization, performance, and optimization opportunities.
• Monitor customer engagement and proactively identify risks, escalations, and growth opportunities throughout the customer lifecycle.
• Partner cross-functionally with Sales, Product, Support, Marketing, and Brand Studio teams to deliver a seamless customer experience.
• Support enterprise sales efforts through discovery calls, strategic product demos, and consultation on custom implementations and ROI.

Skills

Enterprise SaaS

Relationship mgmt

Project management

Communication & presentation

Cross-functional collaboration

Job description

What We’re Up To Built In is the only recruitment and employer reputation platform that helps companies measure and shape their reputation in AI search — so they can be visible, trusted, and chosen by top talent.

The talent market is being redefined by AI. As the HR tech space gets louder with new tools, the real shift is happening on the candidate side — by 2028, more candidates will use AI assistants like ChatGPT and Perplexity to discover and apply for jobs. Built In is the first to give companies the ability to manage how they appear in this new search landscape.

We already reach millions of tech professionals each month, and our 1,800+ customers — from breakout startups to Fortune 100 giants — partner with us to tell authentic stories about their cultures and attract top talent.

Now, with our new AI‑powered reputation platform, we’re helping companies future‑prove their employer brand and win in the era of intelligent search.

What You’ll Be a Part Of

Built In is 14 years strong but operates with the drive and ambition of a startup. We move fast, stay close to our customers, and are unafraid to build what’s next. You’ll have the opportunity to shape how companies think about employer branding, redefine the playbook, and capture the next wave of demand.

You’ll be part of a team that values curiosity, accountability, and being good humans first. Our leadership team has worked together for years, building a culture rooted in trust, transparency, and shared success. If you’re looking to make an impact — to help customers embrace change, to own a new category, and to drive growth in a company built for what’s next — this is the opportunity for you.

We’re looking for a Customer Success Manager

We’re looking for a Customer Success Manager who thrives at the intersection of customer success, product expertise, and strategic partnership. In this role, you’ll serve as a trusted advisor to some of Built In’s largest enterprise customers, guiding them through onboarding, adoption, optimization, and long‑term engagement with our AI employer intelligence platform.

This role is ideal for someone who is highly organized, proactive, and relationship‑driven. You’re energized by helping customers achieve measurable outcomes, navigating complex stakeholder relationships, and partnering cross‑functionally to deliver an exceptional customer experience from implementation through renewal and expansion.

How you’ll contribute

• Lead onboarding and implementation for enterprise customers, ensuring a smooth transition from post‑sale through launch
• Guide customers through platform setup, training, and best practices to drive adoption and long‑term success
• Build and manage project plans with clear milestones, timelines, and accountability across stakeholders
• Run customer check‑ins and business reviews focused on utilization, performance, and optimization opportunities
• Monitor customer engagement and proactively identify risks, escalations, and growth opportunities throughout the customer lifecycle
• Partner cross‑functionally with Sales, Product, Support, Marketing, and Brand Studio teams to deliver a seamless customer experience
• Support enterprise sales efforts through discovery calls, strategic product demos, and consultation on custom implementations and ROI

What you need

• 4+ years of experience in customer success, account management, implementation, solutions consulting, or a client‑facing SaaS role
• Experience managing complex enterprise customer relationships with multiple stakeholders
• Strong project management and organizational skills with exceptional attention to detail
• Excellent communication and presentation skills, including experience leading customer trainings or demos
• Ability to navigate ambiguity, prioritize effectively, and collaborate cross‑functionally in a fast‑paced environment

Impress us even more

• Experience working with enterprise HR tech, recruitment marketing, employer branding, or talent acquisition platforms
• Strong consultative and strategic problem‑solving skills with the ability to clearly articulate ROI
• Comfort supporting both post‑sale customer success and pre‑sale partnership activities
• Experience working with AI‑driven products, analytics platforms, or emerging technology solutions

Our base salary range for this role is targeted at $75,000 - $100,000 per year + variable compensation. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate’s skills, qualifications, experience and work location. The base pay range provided is subject to change and may be modified in the future.

All regular, full‑time employees are eligible to enroll in Built In’s benefit plans, beginning the first of the month after the first day of employment. Benefits information can be located at https://builtin.com/company/built-in/benefits .

What We Value

Be Inclusive, Always

Be Unreasonably Passionate

Be Humble

Stay Curious

Lead with Solutions

Own the Result

Do More

Research shows that women and other marginalized groups tend to apply to roles only when they check every point on a job description. We encourage you to apply if you meet the majority of qualifications and this role is aligned with your career trajectory.

Built In is an equal employment opportunity employer. Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

Built In is guided by principles of diversity, equity, and inclusion (DEI). We are committed to this work over the long-term, but here’s some of what’s in place today:

We have three ERG groups: BuiltOut, United We Parent and Women United in Tech .

We are proud to be led by a woman CEO and founder, and that more than half of our managers and employees identify as women