Enterprise Customer Success Manager - EMEA

Builder.io is driving the future of visual coding by making it compatible with every tech stack and for every team. To execute on that dream, we must put the customer first. The goal of the Customer Success team is to ensure our customers launch Builder successfully, adopt it into their organization, and achieve the results and value they want.

We are currently looking for a Customer Success Manager who will work with our Enterprise plans - our largest, high growth customers - to ensure they are successful and gain maximum value out of Builder’s product offering. We are looking for an experienced individual who is a self-starter and can naturally identify customer patterns, escalations, and areas of opportunity when it comes to value. You will collaborate closely with Customer Engineering and Product teams to ensure your customer base is successful and growing. Further, you will work closely with the Head of Customer Success and the rest of the management team to share customer insights and ensure that Builder continually improves in order to best serve our customer base.

As an Enterprise Customer Success Manager you will:

• Manage a book of business including some of our largest, most strategic customers to date
• Nurture existing customer relationships across varying levels of any organization, including the C-suite
• Project manage completion of technical implementation steps alongside Customer Engineering
• Monitor new and existing customer performance and address any open issues to ensure timely resolution and great customer experience
• Work with your manager to identify compelling plans for continued growth across your customer base
• Be consistently focused on retaining and exceeding the company’s customer retention through value-driven activities
• Work closely with the product and engineering team to influence new product features and functionality based on customer feedback.
• Share best practices, strategize with customers on digital priorities and investments to drive growth
• Maintain an expert level understanding of the Builder product, along with larger e-commerce & product industry knowledge
• Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future

You will thrive in this role if you have…

• 5+ years of customer-facing, consulting, or sales management experience in SaaS (marketing or ecommerce technology strongly preferred)
• Experience working with both middle management and C-level executive personas
• Experience with technical products and/or demonstrated aptitude when working with technical teams
• Demonstrate an understanding of the needs of growing businesses, including emerging digital trends and e-commerce trends (Ecommerce experience strongly preferred)
• Passion for helping customers and being proactive when it comes to what’s best for the partnership
• Proactive problem solver. High reliability, detail-oriented and outstanding follow-through
• Ability to work individually and collaboratively within a team environment
• Comfort with ambiguity, and not afraid to fail or make mistakes. Receptive to feedback and quick to iterate (early stage experience strongly preferred)
• Tech savvy and eagerness to learn new technology and practices

The items above are a starting point for a conversation, not a hard list of requirements. If this role excites you, we hope you will apply!

What Builder.io offers you:

• Unlimited time off. 3 weeks is the minimum that we will ask you to take each year
• Mental health days. We encourage you to take at least one per quarter to recharge
• Paid parental leave. 12 weeks of full pay for the birth and care of a newborn child, or for the placement of a child for adoption or foster care
• $500 home office improvement budget. Help get what you need to be comfortable working in a digital-first environment
• $500 annual learning & development budget. Feel supported and empowered to continue developing your skills
• Co-working space reimbursement. Work from any WeWork at anytime with an All Access pass, or reimburse up to $300/month at another local co-working space
• Health Insurance. 100% employer-paid premiums for medical, dental, and vision insurance for employees, and 50% covered for eligible dependents
• Additional Insurance. Depending on location, Builder covers your life insurance, short- and long-term disability, and you'll have access to supplemental benefits like accident and critical illness insurance
• 401k (for US based team members). Contribute to your financial future through our Guideline plan
• Real equity. We have a four year vesting schedule with a one year cliff. We also have a ten (10!!) year exercise window 🤯 (yeah, we're pretty stoked about it!)

About Builder.io:

Builder.io is pioneering the space between design and development, creating a new category of Visual Development Platform that transforms how teams build digital products.

Our Visual Copilot technology bridges the gap between Figma designs and production code, enabling teams to build interactive features using natural language while working with their actual code, data, and APIs. Alongside our code generation capabilities, our CMS empowers organizations to skip code generation altogether and publish updates to any live site or app in a couple clicks.

Trusted by leading mid-market to enterprise-level companies like JCrew, Vimeo, and Anheuser Busch, we're focused on eliminating the traditional bottlenecks between design, development, and content management.

Builder.io is committed to growing an inclusive and diverse team. We are an equal opportunity employer. We do not discriminate based on race, ethnicity, color, ancestry, national origin, religion, sex, sexual orientation, gender identity, age, disability, veteran, genetic information, marital status or any other legally protected status.