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Senior Client Success Manager

Nashville, TN (Hybrid) or Remote

COMPANY OVERVIEW 

About Built

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:

Senior Client Success Manager

We are seeking a Senior Client Success Manager (CSM) to lead and grow relationships across our enterprise and high-potential commercial clients. This role is ideal for someone with a track record of aligning with executive stakeholders, driving measurable impact, and influencing outcomes across cross-functional teams.

As a Senior CSM, you will own a portfolio of complex accounts, lead high-value initiatives, and mentor other CSMs. Your focus will be on value realization, adoption, and strategic alignment at the enterprise level. You will work in close partnership with Senior Account Managers, operating as mutual stakeholders in account success—you driving value, outcomes, and client satisfaction, and your Account Manager counterparts focused on commercial growth and expansion.

In this Role, You Will:

  • Develop mastery of Built’s suite of products & solutions
  • Align with executive stakeholders and client  leadership to understand strategic goals, influence vision, and communicate Built’s roadmap and value.
  • Lead customer business reviews (CBRs) and executive alignment sessions that highlight ROI, KPIs, and partnership success.
  • Work hand-in-hand with Senior Account Managers to ensure strategic and commercial goals are met, fostering a unified approach to partnership growth.
  • Represent the voice of the customer by surfacing insights to product, marketing, and delivery teams to influence roadmap and internal prioritization.
  • Collaborate across Implementation, Support, Product, and Revenue teams to drive cross-functional outcomes and resolve complex client challenges.
  • Lead key initiatives across clients, such as driving product adoption, rollout of new capabilities, or process enhancements.
  • Support the development of junior CSMs by sharing expertise, reviewing strategies, and delegating appropriate workstreams.
  • Encourage collaboration and knowledge sharing across the Client Success team and help scale successful practices.

Who You Are:

  • A strategic thinker and confident communicator with a strong executive presence.
  • Proven ability to navigate complex organizations, influence without authority, and build long-term trust with senior stakeholders.
  • Comfortable in a dynamic, fast-paced environment where adaptability, precision, and data-driven insights are essential.
  • A natural collaborator and coach who believes in elevating the team while delivering client value.
  • Eager to partner with cross-functional stakeholders, including Sales, to deliver a seamless client experience and maximize account potential.

Qualifications:

  • 5+ years of experience in Client Success, Account Management, or Strategic Consulting, preferably in FinTech or SaaS.
  • Experience managing enterprise-level or high ARR clients, with a proven track record of retention, expansion, and executive alignment.
  • Strong analytical and communication skills, with the ability to synthesize insights into strategic guidance and action.
  • Proficiency in tools like Salesforce, Sigma, or similar CS platforms; comfortable interpreting product usage data to inform strategy.

Preferred Experience:

  • Experience in the construction lending, CRE, or real estate finance sectors is highly desirable.
  • Exposure to customer lifecycle strategies for multi-product portfolios or complex integrations.
  • Familiarity with CS best practices frameworks (e.g., Success Planning, Health Scoring, Voice of Customer programs).

Why Join Us?

  • Be part of a mission-driven, collaborative Client Success team.
  • Gain hands-on experience with client engagement, product adoption, and lifecycle management.
  • Learn and grow within a company that values scalable success and career development.
  • Competitive compensation and benefits in a fast-growing company.

 

Built’s salary range for this position is $110,000 - 125,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built's total compensation package for employees. Your total rewards package at Built will include equity, top-notch medical, dental and vision coverage, an unlimited PTO policy, and other benefits.

Perks:

  • The rare opportunity to radically disrupt a $1.5T industry
  • Competitive benefits including: uncapped vacation, health, dental & vision insurance
  • 401k with match and expedited vesting 
  • Robust compensation package, including equity in the form of stock options  
  • Flexible working hours, paid family leave, ERGs & Mentorship opportunities 
  • Learning grant program to support ongoing professional development

Built brings together passionate people who are driven in a variety of disciplines, each bringing their unique perspective to everything they do. 

We’re committed to building a safe, inclusive workplace where every employee can succeed, and we recruit, hire, and promote fairly - without bias based on race, color, religion, sex, sexual orientation, gender identity, marital status, veteran status, or any other characteristic protected by law.

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