Customer Success Manager Job in Builder.ai

Job Title: Customer Success Manager

Location: Gurgaon, India

Company: Builder.ai

About Builder.ai

At Builder.ai, we re on a mission to make software development accessible to everyone regardless of their technical background, budget, or experience. We've already helped entrepreneurs, small businesses, and global brands like BBC, Makro, and Pepsi to build their software solutions. With over $450 million in funding and a global presence across EMEA, APAC, and the Americas, Builder.ai is poised to continue driving innovation at scale.

Our dynamic, diverse team is united by a shared belief in the power of software to unlock human potential. We're excited to continue evolving our services and our team to help our customers and the world at large.

About the Role

We re looking for a Customer Success Manager (CSM) to join our growing team and play a critical role in ensuring customers are able to achieve their business goals using Builder Studio. As a CSM, you will help clients utilize our product effectively, ensuring the success and optimization of their applications post-launch.

You will serve as the primary point of contact for our customers, helping them navigate challenges, achieve long-term success, and foster loyalty. You ll be key to the customer experience, proactively identifying opportunities for growth, and providing exceptional support.

Why You Should Join Builder.ai

• Innovative Impact: Work with a cutting-edge product helping businesses build customizable applications with ease.
• Growth Opportunities: With the backing of over $450 million in funding, Builder.ai offers ample opportunities for career growth and development.
• Inclusive & Collaborative Culture: Be part of a diverse team that values individual perspectives and believes in working together to drive success.
• Perks: We offer a variety of benefits such as stock options, discretionary pay, hybrid working, private medical insurance, and more.

Key Responsibilities

• Customer Relationship Management: Build strong, long-lasting relationships with clients by offering ongoing support, conducting regular reviews, and driving customer success.
• Collaboration: Work closely with the sales, delivery, technical support, and product teams to ensure optimal outcomes for customers.
• Proactive Support: Address customer queries, resolve issues, and identify opportunities to ensure the consistent performance of their applications.
• Success Planning: Develop long-term success plans tailored to each customer s needs, ensuring their application grows alongside their business.
• Cross-sell & Upsell: Identify and capitalize on opportunities to cross-sell or upsell relevant products and services from the Builder.ai ecosystem.
• Customer Renewal: Ensure that customers renew their Builder Studio subscriptions, maintaining high customer retention.
• Customer Advocacy: Collaborate with marketing to identify potential customer advocates who can share their success stories and serve as references.
• Process Improvement: Help improve customer success processes, leveraging data and customer feedback to implement actionable insights.

Requirements

• Experience: 5+ years in a Customer Success Manager or similar customer-facing role, preferably in SaaS or AI products.
• Customer Engagement: Experience managing a high volume of customers and working with C-suite stakeholders.
• Communication Skills: Strong ability to communicate and build relationships, leading to increased customer satisfaction, reduced churn, and growth.
• Data-Driven: Ability to work with data to understand trends and create actionable plans to improve customer success.
• Cross-sell/Upsell: Proven experience in identifying opportunities for cross-selling or upselling within your customer portfolio.
• Organizational Skills: Ability to multitask and prioritize customer needs while maintaining attention to detail.
• Customer Empathy: Strong customer empathy, with the ability to understand their challenges and proactively resolve issues.
• Process Improvement: Experience contributing to an early-stage customer success team, driving process enhancements, and refining best practices.

Benefits

• Compensation: Discretionary variable pay or commission scheme depending on your role.
• Equity: Stock options in a $450 million funded Series D scale-up.
• Leave: 24 days of annual leave + public holidays.
• Family Time: 2 Builder family days each year.
• Holiday Time: Time off between Christmas and New Year.
• Health: Fully funded Private Medical Insurance.
• Meals: Free lunch at our state-of-the-art working environment in Gurugram.
• Referral Bonus: Generous referral bonus scheme.

Why Builder.ai?

Joining Builder.ai means becoming part of a fast-growing, globally distributed team working together to push the boundaries of software development. We re committed to creating opportunities for growth, learning, and success, and we invite you to be a part of that journey.

Are you ready to make an impact and take customer success to the next level? Apply today and help shape the future of software development with Builder.ai!