Senior Client Success Manager

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. Learn more at  getbuilt.com . __________________________ Senior Client Success Manager 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 adoption, retention, and strategic value that define Built's reputation in the construction finance market — and the Senior Client Success Manager owns that responsibility for the most complex and valuable client relationships in the portfolio. In this role, you will combine hands-on relationship management with sophisticated account planning, building multi-threaded partnerships across client organizations and driving meaningful expansion opportunities. You work independently with periodic guidance, are recognized as the go-to resource for the most complex client situations in the function, and informally raise the capability of those around you through the standards you set. 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 Own the strategic relationship and post-implementation success for Built's most important and complex clients — with full accountability for retention, adoption, and expansion outcomes. Develop comprehensive client success and account plans based on each client's business objectives, organizational structure, and use case priorities — and execute against those plans with discipline. Build multi-threaded relationships across client organizations — spanning loan officers, credit teams, operations, technology, and executive leadership — to ensure Built has broad, durable presence at every account. Monitor adoption metrics and client health indicators with rigor; identify at-risk situations early and intervene strategically before they become escalations or churn risks. Identify and pursue expansion opportunities through upsells, cross-sells, and new use case discovery — building the business cases and navigating internal approvals to close growth within existing accounts. Lead quarterly business reviews with client leadership — presenting ROI analysis, adoption outcomes, and strategic recommendations that reinforce Built's value and advance the partnership. Informally mentor junior CSM team members — share best practices on strategic account management, client communication, and executive engagement; raise the function's overall standard. Partner with Product and Implementation to understand client needs, advocate for features that address real market pain points, and ensure client feedback shapes Built's roadmap. Leverage AI tools to accelerate account health analysis, QBR preparation, and expansion opportunity identification across your portfolio. Business & Domain Specifics Success in this role depends on real fluency in the business you are supporting. You are advising senior stakeholders inside lending and real estate organizations, so you need enough command of the operating environment — and of Built's product surface — to be credible from the first conversation. The construction lending operating environment You understand how lenders actually run their business — how they think about draws, portfolio risk, compliance, and technology adoption — well enough to advise client teams with confidence and credibility rather than relying on the client to explain their own workflows to you. You can speak to the realities of construction and real estate finance: draw management, compliance tracking, commercial banking workflows, and the operational pressures that shape how a lender deploys capital and manages risk. Built's product surface and the domains where senior CS work creates the most leverage You bring deep or rapidly developing expertise in the specific areas of Built's platform where adoption and value realization make or break a client relationship. Across the portfolio, the highest-leverage domains include: CRE Inspections — drivin