Senior Director, Lender Success & Growth

getbuilt; Nashville (TN); Hybrid; USD 180,000 - 240,000; Full time

Job summary

Built Technologies is seeking a Senior Manager of Client Success (Lender) in Nashville to lead the Client Success team, set strategic direction, and partner with executive leadership to scale retention and expansion across major lender accounts.

You will drive adoption, ensure high-value client experiences, and champion AI-enabled processes to improve efficiency and outcomes for our largest customers.

Qualifications

• 8-12+ years in client success, customer success, or strategic account management, with 3-5+ years leading teams.

Responsibilities

• Lead Client Success team and Managers of Client Success - establish org structure, priorities, and accountability.
• Develop and implement org-wide client success strategy and playbooks to drive retention and expansion.
• Hire, develop, and mentor CS leaders - build a culture of accountability and client obsession.
• Set performance metrics for the function and monitor NR R, retention, adoption, and expansion.
• Partner with Sales, Implementation, Product, and Finance to align client success with company objectives.
• Lead executive-level client relationships for top accounts and represent CS in strategic discussions.
• Drive innovation in CS approaches, tooling, and engagement models to scale expansion.
• Develop annual forecasts and plans for retention and expansion; communicate results to leadership.
• Champion AI and automation adoption to manage more clients efficiently.

Job description

Built Technologies is seeking a Senior Manager of Client Success (Lender) in Nashville to lead the Client Success team, set strategic direction, and partner with executive leadership to scale retention and expansion across major lender accounts.

You will drive adoption, ensure high-value client experiences, and champion AI-enabled processes to improve efficiency and outcomes for our largest customers.