Customer Success Team Lead | Hybrid + Equity

Socket.dev; Arizona; On-site; USD 140,000 - 170,000; Full time

Benefits offered by this job

Health insurance

401(k) retirement plan

Paid time off

Stock-option grants

Hybrid working arrangement

Employee Assistance Program (EAP)

Commuter benefits

Pet insurance

Voluntary life insurance

Voluntary disability coverage

Job summary

Buildots is seeking a Customer Success Team Lead to guide a North America-based team of CSMs. You will drive onboarding, adoption, and ongoing success across a growing portfolio of Standard Projects, while shaping processes and playbooks with cross-functional partners.

You’ll lead hiring, coaching, and annual performance reviews, and communicate outcomes to executives. The role blends strategic thinking with hands-on leadership in a fast-scaling SaaS environment.

Qualifications

• Experience in a B2B customer-facing role in the construction industry is required (4+ years preferred).
• Experience managing a Customer Success or similar client-facing team, including hiring and formal performance management (3+ years preferred).
• Willingness to travel (around 30%).
• Strategic & entrepreneurial mindset — you create and refine playbooks and build processes in a fast-scaling environment.

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 for your team: lead annual performance reviews and bi-annual check-ins.
• 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.
• 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 and manage escalations.
• Build and maintain the Customer Success playbooks your team uses day to day.
• Drive the creation of value stories and case studies; review outputs before reaching leadership or Sales.
• Represent team interests in cross-functional planning with Sales, Product, Delivery, and Marketing.

Skills

Leadership

Management

Customer-facing

Travel readiness

Strategic thinking

Analytical skills

Cross-functional leadership

Communication

Tools

Salesforce

CS platforms

Job description

Buildots is seeking a Customer Success Team Lead to guide a North America-based team of CSMs. You will drive onboarding, adoption, and ongoing success across a growing portfolio of Standard Projects, while shaping processes and playbooks with cross-functional partners.

You’ll lead hiring, coaching, and annual performance reviews, and communicate outcomes to executives. The role blends strategic thinking with hands-on leadership in a fast-scaling SaaS environment.