Senior Manager, Client Success (Lender)

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’s Mission: Connect and simplify doing business in real estate.

Built is the AI-powered platform transforming the way real estate is financed, developed, and managed. Purpose-built for real estate and construction, Built began by fixing construction draw management for lenders and has grown into a comprehensive operating system addressing some of the industry’s most complex challenges. Today, Built is a partner to more than 350 lenders, over 80,000 borrowers and owners, and thousands of contractors, powering 86,000 active projects valued at more than $300 billion. Learn more at getbuilt.com .

Senior Manager, Client Success (Lender)

About The Role

Built Technologies is transforming how capital moves through construction and real estate finance - one of the largest, most complex sectors in the economy. Our platform connects lenders, including many of the top U.S. banks, with the owners, developers, and general contractors they finance. When a draw is approved, a builder can pay subcontractors. When a compliance document clears, a project moves forward. The work we do here is not abstract - it has a direct and material impact on how capital flows and how real estate gets built.

Built’s Client Success team drives the retention, adoption, and value realization that make our customer relationships durable and growing - and the Senior Manager of Client Success leads that function at a broader scope. In this role, you will oversee strategic CSMs and managers, drive the strategic direction of the entire client success function, and partner with executive leadership on how the organization scales with Built’s growth. At this level, you manage managers or a large team, operate with high autonomy, and connect your function’s work directly to Built’s net revenue retention, expansion revenue, and market reputation. You build high-performing organizations, develop leaders, and represent client success as a strategic driver of Built’s business.

Our Guiding Principles

• Be Bold. We pursue the biggest problems in our industry, challenge assumptions others take for granted, and take calculated risks to get there. We don’t hide behind consensus or committees. Playing it safe is just failing slowly.
• Help Customers Win. We learn our customers’ businesses deeply - how they think, how they deploy capital, what keeps them up at night. We treat their capital like our own. We ship leverage, not features. And we measure ourselves by customer results, not our intentions.
• Move with Urgency & Purpose. We bias toward delivery over perfection, remove friction from our own paths, and communicate in real time. Momentum compounds - and we build it every day.
• Own the Outcome. We own outcomes, not just tasks. We hold a high Say:Do ratio and take responsibility from idea through impact. When something breaks, we fix it - we don’t wait to be asked.
• Never Satisfied. We raise the bar continuously. We stay curious, hold exacting standards, debate hard, and hold our opinions loosely when the evidence shifts. Excellence is a habit, not an event.

What You’ll Do

• Lead Client Success team and Managers of Client Success - establish organizational structure, strategic priorities, and performance accountability across a broader span of people and client relationships.
• Develop and implement organization-wide client success strategy, playbooks, and operating methodologies that drive consistent retention and expansion outcomes across all client segments.
• Hire, develop, and mentor CS managers and senior leaders - build a culture of accountability, client obsession, and continuous improvement that attracts and retains top CS talent.
• Set performance expectations and metrics for the client success function - monitor NRR, retention, adoption, and expansion results, and implement improvements that drive consistent commercial outcomes.
• Partner with Sales, Implementation, Product, and Finance to align client success strategy with company objectives and ensure Built delivers a seamless, high-value client experience across the full lifecycle.
• Lead strategic client relationships at the executive level for Built’s most important accounts - serve as the senior CS voice in executive client conversations and maintain high-level presence in the portfolio.
• Drive innovation in client success approaches, tooling, and engagement models - continuously improve how the team identifies, develops, and captures expansion opportunities at scale.
• Develop annual forecasts and business plans for customer retention and expansion targets; represent the function’s performance and strategy clearly to executive leadership.
• Champion AI and automation adoption across the function - build the systems and expectations that let the team manage more clients more effectively without proportional growth in headcount.

What You’ll Bring

8-12+ years of experience in client success, customer success, or strategic account management, with 3-5+ years leadin