Strategic Client Success Manager
About Built 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. Through its connected product suite, Built enables stakeholders to finance, develop, build, own, and operate smarter—all in one place. The platform brings together loans, deals, portfolios, payments, inspections, and collaboration to deliver faster execution, greater transparency, efficiency, and trust across the industry. 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:
- Life At Built / Built Cares
- Series D Financing Round
- Built Recognized in Two American Business Award Categories
- Built Secures Investment from Citi About the Role: We are seeking a Strategic Client Success Manager (CSM) to serve as a long-term, embedded partner to Built’s most valuable and complex enterprise clients. These are not just important accounts for Built—they are flagship institutions within the construction finance industry, representing both the backbone of our ARR and the future of our product direction. This is a career-defining opportunity for a proven leader who thrives on owning outcomes end-to-end, operating with executive-level influence, and building enduring relationships. Strategic CSMs will manage a small, high-impact portfolio (2–4 accounts), each contributing $2M+ in ARR. You’ll work in lockstep with Strategic Account Executives, forming a dual leadership team on each account: your focus will be on value realization, stakeholder orchestration, and retention, while your Account Manager counterpart will drive commercial growth and expansion. Together, you will be accountable for the full health and trajectory of the partnership. In this Role, You Will:
- Partner deeply with your assigned Strategic Account Manager to co-own the full account strategy.
- Serve as the long-term, single-threaded owner of value realization for 2–4 enterprise accounts with $2M+ ARR each.
- Act as a trusted advisor to client executives across Finance, Technology, Operations, and Risk.
- Develop and execute tailored Strategic Account Success Plans that align Built’s value with client objectives.
- Lead executive CBRs and strategic roadmap sessions with C-level client stakeholders.
- Surface and elevate critical needs across the client org, influencing Built’s internal roadmap through direct advocacy.
- Act as the internal quarterback coordinating Product, Engineering, Support, and Implementation to deliver results that matter.
- Manage multi-threaded workstreams, leading complex rollouts, integration projects, and cross-functional escalations.
- Establish and drive structured governance models across each client (steering committees, working groups, etc.).
- Ensure continuity and consistency of engagement across all touchpoints.
- Represent Built at industry forums, roundtables, and client advisory boards as a thought partner in enterprise lending.
- Build a personal brand of excellence and become indispensable to your accounts, serving as a known entity across all levels of the client organization. Who You Are:
- A seasoned strategic operator with 7+ years of experience owning outcomes for enterprise clients in SaaS or financial services.
- Comfortable being “the face of Built” to top-tier clients—executive presence, strong consultative acumen, and the ability to steer high-stakes conversations.
- Adept at navigating complex organizations, with the foresight to anticipate needs and the influence to drive action.
- Energized by multi-year ownership and long-term relationship building—not transactional wins.
- A collaborative leader who thrives in a co-ownership model alongside Sales and cross-functional partners. Qualifications:
- 7+ years of experience in Client Success, Strategic Account Management, or Enterprise Consulting in SaaS or financial services.
- Proven track record managing enterprise-level clients with direct ownership of outcomes across $5M+ in portfolio value.
- Demonstrated success driving retention, adoption, expansion, and executive stakeholder alignment in high-complexity environments.
- Expertise in executive-level communication, including strategic CBRs, roadmap discussions, and boardroom engagement.
- Experience leading multi-threaded engagements, including cross-functional orchestration across Product, Engineering, and Support.
- Skilled in navigating complex client organizations, building influence across functions (e.g., Risk, Finance, IT, Operations).
- Comfortable partnering closely with Senior Account Managers, co-owning account strategy and ensuring c
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