Customer Success Manager

About BuildPass

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 steel-cap boots 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 we grow, we need someone who can help our SMB customers not just solve problems, but truly thrive with BuildPass. 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. As part of this role, you will be starting in our customer support team, spending a few months learning the product and better understanding our customers usage patterns before commencing your day-to-day success responsibilities. During this time, you'll also be included in all customer success rituals to ensure that you are ready to hit the ground running when you eventually transition across.

The Person We're Looking For Is

• 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 certainly 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 reckon 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

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