Enterprise Customer Success Manager

Built In; Chicago (IL); On-site; USD 100,000 - 120,000; Full time

Job summary

Built In is hiring an Enterprise Customer Success Manager to act as a trusted advisor for our largest enterprise customers, guiding onboarding, adoption, optimization, and long-term engagement with our AI employer intelligence platform.

You will nurture relationships, manage complex stakeholder networks, and drive measurable outcomes from implementation through renewal. This role emphasizes proactive risk management and strategic collaboration across Sales, Product, Support, and Marketing.

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.
• Help customers understand emerging best practices in AEO, GEO, and AI search visibility, translating a rapidly evolving landscape into clear, actionable recommendations.
• Guide customers in using Built In’s platform and insights to strengthen how their employer brand is represented, discovered, and cited across AI-powered search experiences.

Skills

Customer success

Account management

Project management

Communication

Cross-functional collaboration

Tools

CRM software

Analytics platforms

Job description

Hello, We’re Built In

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-proof 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 an Enterprise Customer Success Manager

We’re looking for an Enterprise 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
• Help customers understand emerging best practices in AEO, GEO, and AI search visibility, translating a rapidly evolving landscape into clear, actionable recommendations.
• Guide customers in using Built In’s platform and insights to strengthen how their employer brand is represented, discovered, and cited across AI-powered search experiences.

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

• 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
• Interest in or experience with Answer Engine Optimization (AEO), Generative Engine Optimization (GEO), AI search visibility, or related emerging search and content strategies

Our base salary range for this role is targeted at $100,000 - $120,000 per year. 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

We’re revolutionizing tech recruitment. So we question everything, because the best answers sit just to the right of a question mark. That’s our heritage as a disruptive company — as a company whose future depends on our capacity to innovate with a sense of drive, purpose and urgency. If you join Built In, you will work from this set of values:

• Be Inclusive, Always. We’re committed to a culture where all people are respected, have a say and can be their whole selves. We