At Built In, the health, safety and well-being of our employees and of our communities is a top priority. Due to the effects of COVID-19, we have decided to manage our entire business remotely until further notice. HQ-based employees will temporarily work from home until it is safe to return to our office. As we continue to grow, we are excited to be hiring for all open roles and look forward to meeting with qualified candidates in a virtual setting. For anyone who joins our team (yay!), your onboarding experience will also be conducted virtually. Thank you for your interest in Built In and be safe! Hello, We’re Built In

Built In is on a mission to unite technology professionals with their purpose. We do that through the power of content. Today, over one million registered users and 4.5 million technology professionals use our platform every year to learn about innovative companies, new technologies and further their careers.
The caliber of audience we’ve cultivated means that over 1800 companies--from the hottest tech startups to Fortune 500 companies undergoing digital transformation-- trust us to share their employer brand story and fill the technology roles that drive their strategy.
Because we can help employers find hard to recruit talent, our B2B side is thriving. In addition our users are finding great jobs and advancing their careers and knowledge of the tech world with Built In. That means we are rapidly growing our product and technology footprint as we are committed to building the leading SaaS product for employer branding and talent activation.
With venture funding of $30M to date with a $22M Series C raise in 2019, we are poised to disrupt recruiting for hard-to-fill roles and help technologists find their dream jobs--in their city, around the country or completely remote. If you are looking for an award-winning culture, have a desire to help people find their calling and want to be part of building best-in-class technology, Built In might fulfill your purpose.

We’re looking for an Enterprise Customer Success Manager

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

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

How you’ll contribute

• Partner closely with the AM to execute on the operational and product utilization related goals of the customer
• Create and execute against project plans by providing user-focused training, content consultation, and engagement
• Partner with the AM on prioritized accounts in order to drive overall customer adoption, enhance customer success, surface upsell opportunities, and mitigate customer churn risk
• Work cross-functionally with other departments in the company including content writers, event managers, project managers, and the product team to ensure delivery of customer objectives
• Maintain healthy customer engagement levels by identifying low adoption and providing solutions to further drive customer success
• Identify and provide product education and best practices through analysis of audience engagement metrics, and consultatively map Built In products to existing customer goals
• Maintain an expert-level 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
• Interpret customer insights to drive change in product and act as voice of customer for the product team
• Celebrate customer wins when customers achieve optimal results within the partnership

What you need

• 5+ years of Enterprise 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 with content marketing, digital marketing, or the ability to act as a creative advisor to clients 
• Proficient in Salesforce
• Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with relational challenges as they come up
• Willing to travel approx. 25%

Impress us even more

• Recruiting or other applicable talent related experience
• Intimate knowledge and/or experience of the technology industry
• Deep empathy for the customer
• Strong capacity to work across product types, including content and tech

What We Value

We’re revolutionizing tech recruitment. So we question everything, because the best answers sit just to the right of a question mark. That’s our heritage as a disruptive company — as a company whose future depends on our capacity to innovate with a sense of drive, purpose and urgency. If you join Built In, you will work from this set of values:

• Be Inclusive, Always. We’re committed to a culture where all people are respected, have a say and can be their whole selves. We will uplift and advocate for one another. Always.
• Be Unreasonably Passionate. Our passion is borderline obsessive, and we’re ok with that. No one ever built anything great on a “meh.” We work with outsized passion to fulfill our mission.
• Be Humble. You don’t have all the answers. Luckily, you don’t have to. Don’t worry about being right. Be humble instead. 
• Stay Curious. Curiosity is a springboard to the future. It can transform the wisp of an idea into a breakthrough. We ask “what if.” We work with wonder. It’s how we innovate.
• Lead with Solutions. Question everything. But offer solutions as you do. Raise issues. But propose a few answers. For every hole you poke, offer a way to patch it up. 
• Own the Result. We have no time for blame or shame. When you stumble, own it, learn from it + get back to business. 
• Do More. Do more than your job description. Take initiative. Take charge. No job is beneath you, and no job is too big. Be a leader and do more — do whatever it takes.

Be Inclusive, Always.

Research shows that women and other marginalized groups tend to apply to roles only when they check every point on a job description. We encourage you to apply if you meet the majority of qualifications and this role is aligned with your career trajectory. 

Built In is an equal employment opportunity employer.  Qualified candidates are considered for employment without regard to race, religion, gender, gender identity, sexual orientation, national origin, age, military or veteran status, disability, or any other characteristic protected by applicable law.

Built In is guided by principles of diversity, equity and inclusion (DEI). We are committed to this work over the long-term, but here’s some of what’s in place today:

• We have five thriving ERG groups: Built In For The People, BuiltOut, United We Parent, Womxn United in Tech and Built In Tribe. 
• We have a dedicated Director, HR + Inclusion who oversees our DEI roadmap, which provides our annual metrics, goals and initiatives. 
• We are proud to be led by a female CEO and founder.