Customer Success Manager

Overview

BuildPass is a venture-backed SaaS organisation on a mission to innovate within the construction industry. We've developed a comprehensive construction site operations platform that brings together Builders, Subcontractors, and Workers with the goal of delivering safer and more productive construction sites. The BuildPass team comes from diverse backgrounds and skillsets. Industry knowledge can be taught; we care more about your ambition to learn and desire to join a high-performing team than your familiarity with construction gear and SWMS.

About The Role: BuildPass is a customer-focused company at its core. We're proud of what we've built, but our true north is always our customer's success. As our SMB Customer Success Specialist, you'll own the relationship with our small to medium business customers — guiding them from onboarding through to renewal, ensuring they're getting maximum value from our platform. You'll be their trusted advisor, helping them transform their construction operations while building lasting partnerships. You will start in our customer support team, spending a few months learning the product and understanding our customers usage patterns before commencing your day-to-day success responsibilities. You'll also be included in all customer success rituals to ensure you are ready to hit the ground running when you transition across.

Location: Melbourne, Victoria, Australia (examples and salary ranges below are included for context and may be updated).

The Role

Responsibilities and expectations are focused on helping SMB customers solve problems and thrive with BuildPass, from onboarding to renewal, and driving maximum value from the platform.

The Person We're Looking For

• An Early Bird — comfortable with construction start times
• Relationship Builder — genuinely enjoys helping businesses succeed
• Tech Savvy — confident with technology and excited about teaching others
• Commercially Minded — understands SMB challenges and can spot growth opportunities
• Proactive — anticipates customer needs before they become issues
• Product Champion — becomes the go-to expert our customers rely on
• Automation Enthusiast — passionate about helping customers work smarter with AI and automation

Key Responsibilities

• Manage a portfolio of SMB accounts, driving adoption, retention and growth
• Lead customer onboarding journeys, ensuring smooth implementation and quick time-to-value
• Conduct regular business reviews to track customer health and identify expansion opportunities
• Proactively identify at-risk accounts and implement retention strategies
• Partner with customers to understand their business goals and map BuildPass solutions to their needs
• Create and deliver training content that helps SMB customers maximise their ROIC
• Collaborate with Product on customer feedback to influence our roadmap
• Use data and analytics to drive customer success metrics (adoption, engagement, NPS)
• Champion automation and AI features to help SMB customers scale efficiently

What Experience Do You Need?

If you're driven and capable, we're more interested in your potential than your years of experience. Experience in customer success, account management, or the construction industry would help, but aren't mandatory.

Essential Skills

• Strong commercial acumen with the ability to have business-level conversations
• Comfortable presenting to groups and running virtual training sessions
• Data-driven mindset with experience using CRM systems (HubSpot)
• Natural problem-solver who can think on their feet
• Passionate about leveraging AI and automation to drive customer outcomes
• Team player who thrives in a fast-paced, ambitious environment

PS: We know the 'perfect' candidate doesn't exist. If you can add value to our team in your own unique way, even if you don't tick every box, we'd love to hear from you. Give us a shout

Seniority level

• Entry level

Employment type

• Full-time

Job function

• Other

Industries

• Software Development

From BuildPass: Referrals increase your chances of interviewing by 2x. Get notified about new Customer Success Manager jobs in Melbourne, Victoria, Australia.

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