דרושים Customer Success Manager – Uk ב-Buildots ב-United Kingdom, London

About The Role

As a CSM within Buildots you are responsible for the set-up and onboarding of all new projects within your portfolio, and then the successful product adoption across multiple users within the projects. We want to ensure the data Buildots offers becomes embedded into the day to day practices of our projects, which leads to adoption across our key accounts. Within the organization you will be the voice of the customer, working to provide relevant and critical information to our product managers, you’ll provide user stories and wins to the account teams helping to support the successful expansion within our key accounts. Alongside this you’ll work closely with our technical team to ensure project data is correct, as projects evolve so does their digital twin within Buildots, alongside your dedicated VDC you’ll need to ensure we’re ahead of the game.

What You'll Do:

• Provide strategic advisory services to maximize customers' adoption, implementation, and ROI from Buildots across multiple construction projects.
• Lead the relationship with our key champions ensure they feel supported by Buildots, whilst also promoting the customer voice inside the business.
• Efficiently handle onboarding of new users, driving seamless adoption of the technology, including training of on-site users on how to use the system and make the most out of it.
• Gain insights from data and the use of the system on projects and feedback to the product team to influence the product’s roadmap and features.
• Bring determinable value to the customers that can be recorded and reported internally as customer stories
• Work within the customer success team to shape and refine delivery for clients by using expert knowledge. Creating and updating playbooks within the team, ensuring an ongoing legacy of Customer Success Delivery.

Requirements:

• 5-7 years' experience as a construction professional, preferably site based (i.e. Project Manager, Site Manager, Project Engineer, Project controller)
• Comfortable with change management, ability to learn from successes and failures to help find better strategies and solutions, ability to effectively escalate to management when needed, contribute to building the company's success secret sauce
• Proven stakeholder management and networking skills, with examples of working with senior positions alongside junior team members within your customer base
• Ability to thrive in a fast-paced startup working environment handling multiple priorities, whilst maintaining high attention to detail with best-in-class service delivery results.
• You’re a pro-active and independent achiever, self-learner, able to handle a task from idea to production. You’re responsible for full ownership of your customers and finding creative solutions which land with your users and market.
• Excellent written and verbal communication skills, including the ability to explain complex concepts in simple terms to clients, adapting to different cultural communication styles, and often in a group setting
• Willingness to travel up to 40%
• Candidates must be able to work in London 3 days a week

If you don’t meet every single requirement, we still encourage you to apply. Your unique experiences, skills, and passion may be exactly what we’re looking for.

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The role is ideally suited to construction professionals who are looking to enter the technology industry whilst still retaining and reinforcing their existing expert construction knowledge.

What you'll do:

• Bring your knowledge to the creation of the ‘Buildots solution’ for global construction projects
• Conduct frequent construction-focused technical discussions with our customers
• Be a construction expert within the company to guide other internal teams
• Work by Buildots design guidelines combined with clients’ specific requirements to create a digital twin that allows them to maximise value of the Buildots Product and serves the client’s needs.
• Understand the complexities of specific project’s construction methodologies to allow you to create a Buildots system that accurately represents how the client will be building the project
• As part of the overall VDC team, use your experience to constantly contribute to the optimisation of our unique design methodology to improve quality and increase efficiency
• Take a prominent part of our clients’ implementation stage, by meeting our clients at discovery sessions, understanding their specific needs, while representing Buildots product and strategy.
• Collaborate with various teams, such as Account Management, Customer Success and Product, in order to support the project and our clients' needs

Requirements:

• Five years of experience on construction projects in a mainly site based role
• Working knowledge of MEP systems and installations
• Ability to effectively communicate with construction professionals on site and remotely
• Engineering or construction management (or equivalent) degree
• Working knowledge of 3D software and BIM
• Comfortable with working in a fast paced, dynamic and changeable environment
• Professional verbal and written communication skills in English
• Great interpersonal skills & interface management
• Strong organisational, time management, and problem-solving skills
• Tech savvy, proficient in computer applications, MS Office and G Suite
• Be able to attend the London office 3+ days per week

Advantages:

• Experience working on residential, commercial or industrial building projects
• Experience with Navisworks
• Experience with Microsoft Project, Power Project or P6
• French/German language skills

If you don’t meet every single requirement, we still encourage you to apply. Your unique experiences, skills, and passion may be exactly what we’re looking for.

The role is ideally suited to construction professionals who are looking to enter the technology industry whilst still retaining and reinforcing their existing expert construction knowledge.

What you'll do:

• Bring your knowledge to the creation of the ‘Buildots solution’ for global construction projects
• Conduct frequent construction-focused technical discussions with our customers
• Be a construction expert within the company to guide other internal teams
• Work by Buildots design guidelines combined with clients’ specific requirements to create a digital twin that allows them to maximise value of the Buildots Product and serves the client’s needs.
• Understand the complexities of specific project’s construction methodologies to allow you to create a Buildots system that accurately represents how the client will be building the project
• As part of the overall VDC team, use your experience to constantly contribute to the optimisation of our unique design methodology to improve quality and increase efficiency
• Take a prominent part of our clients’ implementation stage, by meeting our clients at discovery sessions, understanding their specific needs, while representing Buildots product and strategy.
• Collaborate with various teams, such as Account Management, Customer Success and Product, in order to support the project and our clients' needs

Requirements:

• Five years of experience on construction projects in a mainly site based role
• Working knowledge of MEP systems and installations
• Ability to effectively communicate with construction professionals on site and remotely
• Engineering or construction management (or equivalent) degree
• Working knowledge of 3D software and BIM
• Comfortable with working in a fast paced, dynamic and changeable environment
• Professional verbal and written communication skills in English
• Great interpersonal skills & interface management
• Strong organisational, time management, and problem-solving skills
• Tech savvy, proficient in computer applications, MS Office and G Suite
• Be able to attend the London office 3+ days per week

Advantages:

• Experience working on residential, commercial or industrial building projects
• Experience with Navisworks
• Experience with Microsoft Project, Power Project or P6
• French/German language skills

If you don’t meet every single requirement, we still encourage you to apply. Your unique experiences, skills, and passion may be exactly what we’re looking for.

Responsibilities:

• Identify and Validate Opportunities: Lead the identification and validation of innovative ideas that offer potential new value to Buildots clients.
• Lead Proof of Concept (POC) Initiatives: Create and execute functional POCs in collaboration with clients to validate solutions in real-world construction environments.
• Develop ROI-Driven Solutions: Take ownership of developing theses for new ROI drivers or capabilities, working from concept to proof of value.
• Collaborate Across Teams: Work closely with clients, go-to-market teams, operations, and product teams to design and implement impactful solutions.
• Translate Innovation to Scale: Manage the transition of validated solutions from experimental stages to scalable products, ensuring successful integration within Buildots’ ecosystem.
• Champion Data-Driven Methods: Serve as a subject matter expert internally and externally, leveraging AI, predictive analytics, and performance benchmarks to drive thought leadership and guide clients in transforming project planning, execution, and risk management practices.

Requirements:

• Proven Construction Expertise : At least 5 years of experience in construction or engineering, with a preference for those who have worked on large-scale projects and have on-site experience.
• Analytical and Strategic Thinking: Exceptionally analytical, with a creative mind and the ability to think strategically to solve complex problems and support clients’ needs effectively.
• Self-Starter with a Problem-Solving Mindset: Proactive and resourceful, capable of taking tasks from concept to execution while thriving in a fast-paced startup environment.
• Curious and Adaptable: Naturally curious and questioning, with the ability to challenge assumptions and explore new possibilities. Comfortable navigating ambiguity and making sound decisions with limited information.
• Confident Communicator: Exceptional communication and presentation skills, with the ability to articulate complex ideas clearly and simply. Confident yet approachable when engaging with executives, partners, and stakeholders.
• Technical and Data-Oriented: Comfortable diving into the details of systems and data to ensure everything operates as expected.
• Team Player and Independent Contributor: Demonstrated ability to deliver high-quality results collaboratively and independently.
• Passion for Industry Transformation: A creative thinker who desires to challenge the status quo and drive meaningful change in the construction industry.
• Willing to Travel: Travel internationally 4-6 times a year to engage with clients and teams and attend conferences.

What you'll do:

• Lead, coach, and develop a high-performing team of Customer Success Managers
• Oversee customer onboarding, adoption, and success across the team’s portfolio
• Define and track team and individual KPIs to ensure alignment with business goals
• Own CS operations, including CRM systems (Planhat, Salesforce) and process implementation
• Proactively identify risk and manage escalations across the portfolio
• Drive the creation of impactful case studies and ROI storytelling for strategic accounts
• Build the Customer Success playbooks for the CS teams
• Collaborate cross-functionally to shape scalable initiatives and customer success best practices - particularly manage the feedback product and ensuring clear follow-up on product roadmap with clients
• Build trusted relationships with key projects to support retention and expansion

Requirements

• 4+ years of experience in a B2B customer-facing role
• 3+ years of experience managing a Customer Success team
• Strategic & entrepreneurial mindset – You don’t just follow playbooks—you create and refine them. You thrive in early-stage startups, move fast, and build scalable processes. You take ownership, anticipate challenges, and drive impact.
• Strong operational and analytical skills, with a proactive approach to improvement
• Cross-functional leadership – You partner effectively with Sales, Marketing, Product, and Engineering to align customer needs with business objectives, drive retention, and fuel expansion.
• Exceptional communication & executive presence – You are clear, concise, and persuasive in writing, speaking, and presentations. You can influence stakeholders at all levels, from C-suite executives to frontline team members.
• Proficiency with CS platforms, ideally Planhat and Salesforce
• Experience training and developing CSMs
• Familiarity with the construction industry is a strong plus or a high touch/low tech SAAS