Field-Driven Customer Success Manager

BiltOn; New York (NY); On-site; USD 90,000 - 110,000; Full time

Job summary

BiltOn is seeking an experienced Customer Success Manager to own the customer relationship from deal closure through full lifecycle on-site across construction accounts. You will drive onboarding, platform adoption, and stakeholder alignment to deliver measurable value.

You will monitor usage, identify at-risk accounts, and execute recovery plans while collaborating with Product and Engineering to implement integrations and improvements.

Qualifications

• 3–5 years of experience in Customer Success or Account Management, preferably in SaaS, construction-tech, or field operations environments.
• Operational mindset with ability to manage complex, multi-stakeholder workflows.
• Exceptional interpersonal skills across field and executive levels.
• Ability to quickly master new software systems (CRM/Salesforce, Jira, Slack) and understand integrations (Procore/Autodesk knowledge is a plus).
• Data-driven with proficiency in tracking usage metrics to reduce churn and drive growth.
• Proven problem solver comfortable with escalations and field challenges.
• Willingness to perform site visits and represent BiltOn on-site.

Responsibilities

• End-to-End Account Ownership among a portfolio of construction accounts.
• Onboarding & Implementation Lead for new accounts with go-live on sites.
• Adoption & Value Realization through usage monitoring and ROI focus.
• Field Engagement via site visits and on-site training for foremen and crews.
• Integration Coordination for Procore/Autodesk and related workflows.
• Quarterly Business Reviews (QBRs) with executives, presenting adoption data and roadmap alignment.
• Capture and translate product feedback into business impact with Product/Engineering.
• Escalation Management coordinating internal teams until resolution.

Skills

Account management

SaaS familiarity

Field operations

CRM/Salesforce

Jira

Data analysis

Stakeholder management

Tools

Salesforce

Jira

Slack

Job description

BiltOn is seeking an experienced Customer Success Manager to own the customer relationship from deal closure through full lifecycle on-site across construction accounts. You will drive onboarding, platform adoption, and stakeholder alignment to deliver measurable value.

You will monitor usage, identify at-risk accounts, and execute recovery plans while collaborating with Product and Engineering to implement integrations and improvements.