Senior Manager, Client Success (Lender)

Senior Manager, Client Success (Lender)

Nashville (Hybrid)

Built's Mission: Connect and simplify doing business in real estate. Built is the AI-powered platform transforming the way real estate is financed, developed, and managed. Purpose-built for real estate and construction, Built began by fixing construction draw management for lenders and has grown into a comprehensive operating system addressing some of the industry's most complex challenges. Today, Built is a partner to more than 350 lenders, over 80,000 borrowers and owners, and thousands of contractors, powering 86,000 active projects valued at more than $300 billion.

About The Role

Built Technologies is transforming how capital moves through construction and real estate finance one of the largest, most complex sectors in the economy. Our platform connects lenders, including many of the top U.S. banks, with the owners, developers, and general contractors they finance. When a draw is approved, a builder can pay subcontractors. When a compliance document clears, a project moves forward. The work we do here is not abstract it has a direct and material impact on how capital flows and how real estate gets built.

Built's Client Success team drives the retention, adoption, and value realization that make our customer relationships durable and growing and the Senior Manager of Client Success leads that function at a broader scope. In this role, you will oversee strategic CSMs and managers, drive the strategic direction of the entire client success function, and partner with executive leadership on how the organization scales with Built's growth. At this level, you manage managers or a large team, operate with high autonomy, and connect your function's work directly to Built's net revenue retention, expansion revenue, and market reputation. You build high-performing organizations, develop leaders, and represent client success as a strategic driver of Built's business.

Our Guiding Principles

• Be Bold. We pursue the biggest problems in our industry, challenge assumptions others take for granted, and take calculated risks to get there. We don't hide behind consensus or committees. Playing it safe is just failing slowly.
• Help Customers Win. We learn our customers' businesses deeply how they think, how they deploy capital, what keeps them up at night. We treat their capital like our own. We ship leverage, not features. And we measure ourselves by customer results, not our intentions.
• Move with Urgency & Purpose. We bias toward delivery over perfection, remove friction from our own paths, and communicate in real time. Momentum compounds and we build it every day.
• Own the Outcome. We own outcomes, not just tasks. We hold a high Say:Do ratio and take responsibility from idea through impact. When something breaks, we fix it we don't wait to be asked.
• Never Satisfied. We raise the bar continuously. We stay curious, hold exacting standards, debate hard, and hold our opinions loosely when the evidence shifts. Excellence is a habit, not an event.

What You'll Do

• Lead Client Success team and Managers of Client Success establish organizational structure, strategic priorities, and performance accountability across a broader span of people and client relationships.
• Develop and implement organization-wide client success strategy, playbooks, and operating methodologies that drive consistent retention and expansion outcomes across all client segments.
• Hire, develop, and mentor CS managers and senior leaders build a culture of accountability, client obsession, and continuous improvement that attracts and retains top CS talent.
• Set performance expectations and metrics for the client success function monitor NRR, retention, adoption, and expansion results, and implement improvements that drive consistent commercial outcomes.
• Partner with Sales, Implementation, Product, and Finance to align client success strategy with company objectives and ensure Built delivers a seamless, high-value client experience across the full lifecycle.
• Lead strategic client relationships at the executive level for Built's most important accounts serve as the senior CS voice in executive client conversations and maintain high-level presence in the portfolio.
• Drive innovation in client success approaches, tooling, and engagement models continuously improve how the team identifies, develops, and captures expansion opportunities at scale.
• Develop annual forecasts and business plans for customer retention and expansion targets; represent the function's performance and strategy clearly to executive leadership.
• Champion AI and automation adoption across the function build the systems and expectations that let the team manage more clients more effectively without proportional growth in headcount.

What You'll Bring

• 812+ years of experience in client success, customer success, or strategic account management, with 35+ years leading multi-level teams or managing a client success function in a high-growth SaaS or fintech environment.
• A proven organizational builder you've developed CS managers and senior ICs, built strong team cultures, and created conditions where client success professionals do the best work of their careers.
• Deep expertise in client success strategy scalable engagement models, health scoring, expansion playbooks, and the commercial levers that drive strong NRR in a SaaS business.
• A demonstrated ability to partner with executive leadership on strategy translating company growth objectives into CS operating plans and connecting team performance to revenue outcomes.
• Executive presence and communication skills to represent the CS function at the senior leadership level advocating for your team, your methodology, and the organizational investment required to retain and grow Built's customer base.
• Deep familiarity with lending institutions, draw management, compliance workflows, commercial real estate finance, or commercial banking enough to lead the most important executive conversations and represent Built credibly at the highest client levels.
• Comfort with complexity and the pace of a high-growth company where client mix, team capacity, and organizational priorities shift continuously.

What Success Looks Like at Six Months

• The Client Success organization is delivering at scale NRR is strong and improving, teams are retaining and expanding their portfolios, and Built's customers experience CS as a differentiator.
• At least one CS manager or senior IC on your team has meaningfully grown in scope, capability, or commercial performance under your leadership within the first two quarters.
• Client success methodology and tooling have evolved under your ownership the function is more scalable, more consistent, and better equipped to serve Built's most complex clients.
• Executive leadership and cross-functional partners view you as a strategic partner on customer revenue you're consulted on portfolio strategy, commercial planning, and client lifecycle design.
• The Client Success function has a strong identity, high-performance culture, and a reputation within Built as the team that drives the retention and expansion that fuel long-term growth.

AI & Technology Expectations

• Leverage AI tools to enhance the productivity, quality, and speed of your work.
• Use AI to support drafting, analysis, summarization, and problem-solving across your role.
• Identify opportunities to streamline workflows and reduce manual effort through automation and AI.
• Apply AI to sharpen decision-making and strengthen strategic insights.
• Share effective AI use cases and best practices with your team.

Built's salary range for this position is $150,000 - $180,000 USD per year. The pay range is designed to accommodate upward mobility in the role, therefore it encompasses the full span of proficiency levels for this role and we believe that the midpoint of the range is competitive in the market. Salary is just one component of Built's total compensation package for employees; your total rewards package at Built will include equity, market-current medical, dental and vision coverage, an unlimited PTO policy, and other benefits.

Travel Requirement: Employees who are not based in the Nashville area are required to travel to our Nashville office at least twice per year for company gatherings, such as Connect Week. Additional travel to Nashville may be required based on your role and business needs.

Perks:

• The rare opportunity to radically disrupt a $1.5T industry
• Competitive benefits including: uncapped vacation [US ONLY], medical, dental & vision insurance
• Robust compensation package, including equity in the form of stock options
• Learning Grant program to support ongoing professional development
• 401k with match and expedited vesting [US ONLY]