Customer Success Manager, SMB & AI Platform

Built In; Chicago (IL); On-site; USD 70,000 - 80,000; Full time

Job summary

Built In is seeking a Customer Success Manager to join our Account Management team and own the customer experience for SMB and Mid-Market accounts. You’ll lead onboarding for new customers, monitor health, and serve as the first contact for product questions and level-1 support, while building a scalable playbook for success.

This newly-created role requires organization, curiosity, and a self-starter mindset as you collaborate with Account Managers, Support, and Product to deliver a seamless

Qualifications

• Experience in a customer-facing role such as customer success, onboarding, account management, or support; SaaS or technology experience is a plus
• Strong organizational skills and the ability to effectively manage a high-volume portfolio of customers and competing priorities
• A proactive, self-starter mindset with comfort taking ownership and working independently
• Excellent written and verbal communication skills, including confidence leading customer calls and trainings
• Ability to identify customer needs, solve problems quickly, and know when to escalation
• Comfort working in a fast-paced environment where processes and best practices continue to evolve

Responsibilities

• Own onboarding and implementation for new SMB customers, including platform setup, training, and regular check-ins through the first weeks of the relationship
• Guide customers on platform best practices to drive adoption, utilization, and long-term value
• Manage a portfolio of SMB accounts, monitoring product utilization and account health, identifying risk, and proactively engaging customers when needed
• Serve as a shared resource across a pod of Account Managers, joining customer conversations as needed to support adoption, optimization, and account health
• Act as the first line of defense for level-1 customer support needs, troubleshooting common issues and escalating to the Support team when appropriate
• Lead utilization and optimization conversations based on account and product health, and support QBRs and renewal kickoffs in partnership with the Account Manager
• Build deep expertise in the Built In platform and become a trusted product resource for customers and internal teams
• Partner closely with Account Management, Sales, Product, and Support to deliver a seamless and efficient customer experience
• Help customers understand emerging best practices in AEO, GEO, and AI search visibility, translating a rapidly evolving landscape into clear, practical recommendations
• Guide customers in using Built In’s platform and insights to strengthen how their employer brand is represented and discovered across AI-powered search experiences

Skills

Customer facing experience

Communication skills

Self-starter

Organization

Problem solving

Job description

Built In is seeking a Customer Success Manager to join our Account Management team and own the customer experience for SMB and Mid-Market accounts. You’ll lead onboarding for new customers, monitor health, and serve as the first contact for product questions and level-1 support, while building a scalable playbook for success.

This newly-created role requires organization, curiosity, and a self-starter mindset as you collaborate with Account Managers, Support, and Product to deliver a seamless