Customer Success Manager

5 days ago

Melbourne, Victoria, Australia BuildPass Full time
Overview

Join to apply for the Customer Success Manager - SMB role at BuildPass.

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

The Role

BuildPass is a customer-focused company at its core. As our SMB Customer Success Specialist, you will own the relationship with our small to medium business customers—from onboarding through renewal—ensuring they get maximum value from our platform. You will be their trusted advisor, helping them transform their construction operations while building lasting partnerships. You will start in our customer support team, spend a few months learning the product and understanding customer usage patterns, then transition to day-to-day customer success responsibilities.

The Person We\'re Looking For
  • An Early Bird – comfortable with construction start times (our tradies are up early)
  • 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 ROI
  • 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. That said, experience in customer success, account management, or the construction industry would give you a head start.

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 (we use 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 above, 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

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