Customer Success Manager

About BuildPassBuildPass 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.
Never worn a hard hat or set foot on a construction site?
Don't worry
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 RoleBuildPass 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 IsAn Early Bird - comfortable with construction start times (our tradies are up early)Relationship Builder - genuinely enjoys helping businesses succeedTech Savvy - confident with technology and excited about teaching othersCommercially Minded - understands SMB challenges and can spot growth opportunitiesProactive - anticipates customer needs before they become issuesProduct Champion - becomes the go-to expert our customers rely onAutomation Enthusiast - passionate about helping customers work smarter with AI and automationKey ResponsibilitiesManage a portfolio of SMB accounts, driving adoption, retention and growthLead customer onboarding journeys, ensuring smooth implementation and quick time-to-valueConduct regular business reviews to track customer health and identify expansion opportunitiesProactively identify at-risk accounts and implement retention strategiesPartner with customers to understand their business goals and map BuildPass solutions to their needsCreate and deliver training content that helps SMB customers maximise their ROICollaborate with Product on customer feedback to influence our roadmapUse data and analytics to drive customer success metrics (adoption, engagement, NPS)Champion automation and AI features to help SMB customers scale efficientlyWhat 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 SkillsStrong commercial acumen with the ability to have business-level conversationsComfortable presenting to groups and running virtual training sessionsData-driven mindset with experience using CRM systems (we use HubSpot)Natural problem-solver who can think on their feetPassionate about leveraging AI and automation to drive customer outcomesTeam player who thrives in a fast-paced, ambitious environmentPS: 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