Customer Success Manager - SMB - Hybrid

Chicago, IL, United States

Hello, We’re Built In

What We’re Up To

We’re building the largest platform for tech professionals globally. Monthly, millions of professionals visit BuiltIn.com from across the world. We’re the only platform they need to stay ahead of tech trends and news, develop their careers and find opportunities at companies they believe in.

Our 1,800 customers include innovative companies of all sizes, from exciting startups to companies in the Fortune 100. To attract our audience of skilled professionals, they trust us to tell the stories of their cultures and share their job opportunities. This helps them hire the industry’s most sought-after professionals locally, nationally and remotely – ultimately contributing to the industry’s ability to innovate a better future.

What You’ll Be a Part Of

Working at Built In is the chance to help shape a fast-growing company. Whereas we served eight tech hubs at the start of 2021, we entered 72 new markets across the U.S. by year’s end. Global plans are in the works. With venture funding of $30 million to date, we’re expanding not just our geographic footprint but our products and technology.

With the launch of e-learning opportunities for users, we’ve made Built In even more valuable for the professionals who already trust us with their careers. And as we grow into the leading SaaS product for employer branding, we're using the latest technologies to serve customers in new, exciting ways — and you’ll contribute to that.

You’ll also be a part of changing the lives of professionals like you, ambitious people with a passion for tech and love of learning. As a result, you’ll understand the impact of your work in a deeply personal, especially meaningful way.

We’re looking for a Customer Success Manager, SMB

You will interact directly with our SMB customers to successfully manage the delivery of branded content products. Your role is a very important part of driving revenue for the organization and ensuring our customers see the value in their investment. Customer Success Managers at Built In act as the product advisor for all strategic content products. For our small business customers, helping them quickly acclimate to how they can productively leverage the Built In platform is essential. Also, you will be responsible for managing a portfolio of accounts and ensuring a consistent experience that meets their needs. You will work hand in hand with the Account Management team who is responsible for the customer strategy and renewal. You are a natural project manager who is passionate about creating processes and workflows that ensure the best experience for customers and internal partners.

How You’ll Contribute

Educate customers on the Built In platform and content solutions

Partner with Account Managers to outline strategic plan for account and ensure all product delivery aligns with partnership goals

Create and execute against project plans and operate as the main point of contact

Responsible for adoption of the platform and track usage metrics to Content Studio

Drive product feedback sessions and leverage internal tools to drive customer feedback directly to relevant internal teams.

What You Need

1-2 years of experience in customer success, project management, recruitment or related field

Excellent interpersonal skills with ability to build authentic business relationships and deal effectively with challenges as they come up

Proficient in Salesforce and ChurnZero

Rockstar level organizational, project management, and time management skills

Impress us even more

Experience working in a fast-pace / ever changing environment; SaaS environment preferred

Prior experience related to brand or content strategies

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, Women United in Tech and Built In Tribe.

We are proud to be led by a woman CEO and founder, and that more than half of our managers and employees identify as women

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