Manager- Customer Success

About Builder.ai

We’re on a mission to make app building so easy everyone can do it – regardless of their background, tech knowledge or budget. We’ve already helped thousands of entrepreneurs, small businesses and even global brands, like the BBC, Makro and Pepsi achieve their software goals and we’ve only just started.

Builder.ai was voted as one of 2023’s ‘Most Innovative Companies in AI’ by Fast Company, and won Europas 2022 ‘Scaleup of the Year’. Our team has grown to over 800 people across the world and our announcement of $250m Series D funding (and partnership with Microsoft) means there’s never been a more exciting time to become a Builder.

Life at Builder.ai

At Builder.ai we encourage you to experiment! Each role at Builder has unlimited opportunities to learn, progress and challenge the status quo. We want you to help us become even better at supporting our customers and take AI app building to new heights.

Our global team is diverse, collaborative and exceptionally talented. We hire people for their differences but all unite with our shared belief in Builder’s HEARTT values: (Heart, Entrepreneurship, Accountability, Respect, Trust and Transparency) and a let’s-get-stuff-done attitude.

In return for your skills and commitment, we offer a range of great perks, from hybrid working and a variable annual bonus, to employee stock options, generous paid leave, and trips abroad #WhatWillYouBuild

About the opportunity
We are looking for a hands-on player-coach to support our team of exceptional Customer Success Managers, who will be responsible for ensuring the ongoing success of customers using our Studio Store products.

About Studio Store
Studio Store is Builder’s app store for small businesses such as Retail & Grocery stores, restaurants, and salons, to take their business online quickly and affordably. The store offers ready-to-launch full featured apps that can be launched in as little as two weeks with full aftercare and cloud hosting support.

Over the next 3 years, we expect to scale this product line to over 25k+ SME customers globally through direct and partner channels.

About the role

As a Customer Success leader for our Store product you will focus on advocating for and supporting both your team and the customer base, ensuring an optimal customer experience at all times and fostering long term relationships to support customer satisfaction and loyalty.

Whether the customer is a retail customer using our eCommerce product, or a restaurant owner using the restaurant product, it’s the responsibility of the CS team to enable the customer to effectively use the product to achieve their business ambitions.

You will both work directly with a subsection of your own customers, and work as a hands on coach and manager to the CS team. You will have a deep understanding of our customer’s needs, including both the risks and opportunities within the customer base, enabling you to lead by example, supporting the CS team to reach their goals.

The successful candidate will be customer focused, data driven and able to work successfully at scale by leveraging the capabilities of the organisation to maximise automation and self service solutions for customers.

Responsibilities

• Inspire, lead and create an environment with high engagement where your team can reach their full potential. Set the stage and direction for your team, ensuring we are delivering against our goals
• Coach and develop a team of customer success managers, providing feedback on their performance and development opportunities
• Ownership of the onboarding process, ensuring customer onboarding activities are completed within the target timeframe
• Collaborate cross functionally with Sales and Product teams to reduce time to value for all customers in the customer base
• Support the team to define and implement best practice customer training and enablement programmes to drive customer product adoption and advocacy
• Provide effective ongoing support and resolve customer queries in a timely manner to drive continued product success
• Cross-sell and upsell services and products from the Builder.ai Ecosystem relevant to customer needs
• Share voice of the customer insights and feedback with relevant stakeholders
• Review customer complaints and concerns and seek to improve the overall customer experience
• Support the team to conduct weekly and monthly review of core customer success KPIs to ensure your portfolio of customers are hitting their health metrics

Requirements

• Proven work experience as a Customer Success Team Lead or Manager, managing and coaching a team of customer success and support managers.
• Proven experience of scaling the approach to managing a large customer base
• Ability to multitask while maintaining attention to detail is key
• Experience working with brand image and promoting value through customer experience
• Exceptional ability to communicate and foster positive business relationships
• Experience working with data to understand trends and formulate action plans
• Accountability, personal organization and a high degree of customer empathy are essential
• Experience in managing a diverse group and training each according to company standards

Benefits

• Attractive quarterly Discretionary variable pay dependent on your role
• Stock options in a $450 million funded Series D scale-up company
• Hybrid working 
• 24 days annual leave + public holidays
• 2 x Builder family days each year
• Time off between Christmas and New Year
• Generous Referral Bonus scheme
• Fully funded Private Medical Insurance 
• Free lunch at our state of the art working environment in Gurugram