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Senior Customer Success Manager

| Chicago

 Hello, we’re Built In

Built In is the most powerful online recruiting solution for tech companies across seven U.S. markets. The network of Built In sites provides an exclusive, behind-the-scenes look at the innovative products and cultures of today's top tech companies. Currently HQd in Chicago, Built In operates sites in Chicago, Los Angeles, Colorado, Austin, New York, Boston and Seattle.

By working at Built In, you’ll have the chance to work directly with the latest and fastest-growing technology companies all around the country. We help other companies solve their biggest pain points — talent and awareness — with our employer branding and recruitment solutions.

We’re looking for a Senior Customer Success Manager

The Senior Customer Success Manager (CSM) partners closely with Account Managers (AM) to ensure Built In’s Enterprise customers achieve a significant return on and drive business success with their Built In investment.

The Senior CSM will support our users within assigned accounts, to ensure effective new user and product onboarding and engagement on BI products and solutions.

How you’ll contribute

  • Partner with the AM to execute on the operational and product utilization related goals of the Customer
  • Create Success Plan by providing user-focused training, onboarding, and engagement
  • Partner with the AM on prioritized accounts in order to drive overall customer adoption, enhance customer success, and mitigate customer churn risk
  • Work cross functionally with other departments in the company like content writers, event managers, project managers, product team, etc to ensure delivery of customer objectives
  • Ensure successful onboarding of new accounts and new users by setting objectives which result in basic product functionality and provide advanced training in order to develop existing users
  • Maintain healthy customer engagement levels by identifying low utilization and providing solutions to further drive customer success
  • Identify and provide product education and ongoing onboarding needs through analysis of engagement metrics and drive best practices
  • Expedite technical and purchase-related escalations
  • Act as a trusted advisor to the end users and key stakeholders to drive product adoption and ensure they leverage the solution to achieve agreed operational priorities, leading to full business value
  • Maintain an understanding of Built In products and tech industry knowledge to effectively drive greater customer engagement on the most relevant features/functionality for their specific business needs
  • Host regional and segment specific webinar series for end-users to ensure customers are provided with additional education to fully optimize use of Built In Products
  • Document all communication with users and accounts accurately and in a timely manner via system tools (ie Salesforce, AirTable, etc)
  • Interpret customer insights to drive change in product and act as voice of customer the Product team
  • Provide best practices to help drive user behavior and adoption in product and map Built In solutions to existing customer workflows
  • Celebrate customer wins when customers are using the product well

What you need

  • BS/BA degree from a 4 year college or university
  • 6+ years of Customer Success, Account Management, Training and/or Recruiting experience
  • Strong verbal and written communication skills and technical aptitude
  • Excellent organizational, project management, and time management skills
  • Experience analyzing data, trends and client information to identify product or service growth opportunities
  • Proficient in Salesforce & Microsoft Office (Outlook, Excel, Word and PowerPoint)
  • Excellent interpersonal skill with ability to build authentic business relationships and deal effectively with relational challenges as they come up
  • Willing to travel approx. 25%

What we value

  • Communication - You should have exceptional written and verbal communication skills, with the ability to establish credibility and trust. Honesty, transparency, and thoughtfulness are a must.
  • Interest in and knowledge of the digital industry - You must be passionate about three things: (1) technology (2) building innovative digital products and services; and (3) helping companies grow. This is what we do.
  • Getting the job done – You may need to work some evenings and weekends, and responding to customers outside of work hours. If you are passionate about the company and what you are creating, this will not appear as a job but yet a combination of life and work.
  • Culture add – We treat each other and all members vital to the community with respect. Humility, selflessness and strong work ethic are requirements.
  • Education - We value intelligence, personality, experience and overall fit over a degree.

Built In is an equal opportunity employer and values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status or disability status.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • GolangLanguages
    • JavascriptLanguages
    • PHPLanguages
    • SymfonyFrameworks
    • MemcachedDatabases
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • MixpanelAnalytics
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • InDesignDesign
    • ZeplinDesign
    • ConfluenceManagement
    • JIRAManagement
    • MailChimpEmail
    • MarketoLead Gen

Location

Chicago's loop is our home + heart. The commute? A cake walk. And the trendiest eateries, bars + shops are always a short walk away. We <3 Chi.

An Insider's view of Built In

What’s the vibe like in the office?

Good vibes are a top priority around here. You'll hear music played from our playlist that the entire company co-builds, you'll see a movie streaming on TV and, if you catch us at lunch, you'll see the entire office sitting at our communal table. We work hard every day but we always make time to spend together.

Adam

Product + Growth

What does your typical day look like?

I am excited to work each day with a cross-functional team of intelligent, curious, driven and hilarious group of people. We’re working hard — and growing quickly — but we have a lot of laughs together, and a lot of respect for one another. It’s motivating and empowering.

Sarah

Content Team

What are some things you learned at the company?

It’s pretty remarkable to experience an entire company operating as one team. At Built In, we tackle problems and achieve goals together, sharing in the responsibility of successes and downfalls alike.

Alyssa

SEO Strategist

How does the company support your career growth?

Success means more here. It not only is being noticed by my team but it positively impacts Built In’s overall results. Our team is made of strong individuals working together to build our revolutionary platform.

Samantha

Sr. Account Executive

What are Built In Perks + Benefits

Culture
Eat lunch together
Intracompany committees
Built In has culture and fun committees that manage events and programs from our charitable initiatives to our intramural sports teams.
Daily stand up
Open door policy
Pair programming
Open office floor plan
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
We pay a really nice chunk of the cost of premiums for medical, dental, vision and disability.
Onsite Gym
Retirement & Stock Options Benefits
401(K)
401(K) Matching
We have a Safe Harbor match, equivalent to 4% of an employee's annual gross pay.
Company Equity
Child Care & Parental Leave Benefits
Generous Parental Leave
Flexible Work Schedule
Remote Work Program
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Paid Volunteer Time
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Come in your sweatshirt, jeans, college jersey. We don't care. We focus on the quality of your work and your collegiality more than on your apparel.
Commuter Benefits
Company Outings
Game Room
Our game room includes Ping Pong, Foosball, Darts.
Stocked Kitchen
Built In has a fully stocked kitchen including unlimited snacks, coffee, cold brew on tap, tea and all of the flavored LaCroix you can handle.
Some Meals Provided
Lunch provided daily (Monday through Thursday)
Happy Hours
Fitness Subsidies
Professional Development Benefits
Lunch and learns
Promote from within
Continuing Education stipend
We offer $500 annually for continuing education.

Additional Perks + Benefits

We operate as a flat organization where everyone is responsible to self-manage and take ownership of their work. We are humble, hardworking, honest and fun. And we regularly debate office pets, take turns DJing and find time to celebrate our wins as a company.

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