Customer Success Operations Specialist at Buildout | Powderkeg

About Buildout

Buildout is the full-lifecycle empowerment platform and system of record for high-performing CRE brokers in highly competitive markets. With seamless deal- making functionality from start to finish, Buildout gives brokers a proven platform that’s optimized for CRE brokers and capable of providing deeper, more detailed market, property and owner insights; powerful automations for prospecting, pitching, marketing, and transacting; and reliably accurate pipeline management tools with real-time reporting. Buildout has become the not-so-secret weapon for more than 50,0000 brokers and top CRE brokerage firms to find, win, market, and transact more listings, at top dollar. Learn more about who we are, what we do, and why we’re changing the face of CRE tech on our website:

The Opportunity

As a member of the Customer Success team, you’ll own the creation of all things content and process related to our post-sale customer journey. You’ll be our internal pro for our customer success tool, ChurnZero, the engine behind automated adoption and success. You should be driven to help customers and have the curiosity to dive deep into ever-changing products to learn it inside and out.

How You’ll Contribute at Buildout

  • Own the post-sale customer success and adoption journey
    • Drive the content creation process, with collaboration with Marketing and outsourced resources, and map content across all products and personas
    • Systematically stand up automated customer success and implementation, tailored to and leveraged by all segment types (small, mid-market, Enterprise, and Strategic customers)
    • Own the pre-sale expectation setting content, helping AEs and IMs to articulate the customer's experience post-sale
    • Collaborate closely with other internal departments to serve our customers, notably Product, Marketing, Account Management, Sales, and Implementation
    • Own the automated renewal process for our single seat, smaller customers
    • Build and deploy renewal playbook triggers
    • Develop escalation path, working closely with the Sales Coordinator role to determine when human touch is needed
  • Own data-based reporting on customer health and adoption metrics that most correlate to upsell and retention, for delivery to internal stakeholders as well as the board
  • Must work closely with the Sales Coordinator/leadership to align communications needs and strategy
  • What good looks like: NPS scores, feature adoption rates, speed to adoption, reduction of questions and non-bug support tickets, % escalation and human touch versus full automation

**What You’ll Bring to Buildout **

  • 2+ Years of experience in a tech-heavy customer-facing or customer support role
  • Succinct, professional (but not dry) writing skills
  • A love for all things systems and operations, with a knack for identifying smart efficiencies and integrations
  • Curious and adept at solving problems and tinkering with tools
  • Ability to work in a fast-paced environment, energized by the thrill of change

We know there are great candidates who won’t check all of these boxes, and we also know you might bring important skills that we haven’t considered. If that’s you, don’t hesitate to apply and tell us about yourself.

**We are prioritizing candidates in Chicago, but this is a remote-friendly role open across most of the US. The salary range for this position is $57,800

  • $68,000.**

**Perks & Benefits **

We built a benefits program to match the quality of our team. This program includes:

  • Impactful insurance and benefit options, including 100% coverage of employee dental and vision insurance premiums and company-paid STD, LTD, life insurance, and telemedicine
  • Policies that support a healthy work/life harmony, including Flexible PTO, 13 paid company holidays, paid parental leave, and give back days
  • 401(k) with 4% company match and immediate vesting
  • A remote-first work culture with a monthly remote work reimbursement to support our distributed team, plus an office in Chicago for those who prefer an office setting
  • Challenging problems to solve with a committed and supportive team who are invested in your growth and development
  • A wonderfully quirky culture where you’re encouraged to bring your whole self to work

Buildout is proud to be an Equal Opportunity Employer. We do not discriminate based upon race, religion, color, national origin, sex (including pregnancy, childbirth, or related medical conditions), sexual orientation, gender identity, gender expression, age, status as a protected veteran, status as an individual with a disability, genetic information, marital status, order of protection status, citizenship status, or other applicable legally protected characteristics. We also consider qualified applicants with criminal histories, consistent with applicable federal, state and local law.

If you need a reasonable accommodation for any part of the employment process, please contact us by email at and let us know the nature of your request and your contact information and we will consider your request.

Below, you will be asked to complete identity information for the Equal Employment Opportunity Commission (EEOC). It is required by law that we ask these questions using the format provided by the EEOC. However, we want you to know that at Buildout, we understand that gender is not binary and welcome people of all identities.

For more information about our privacy practices please visit our Privacy Policy. By submitting your application, California residents consent to Buildout processing your personal information for the purpose of assessing your candidacy for this position in accordance of our [Privacy Notice]( use?tab=prospective-employee) for Prospective California Employees.

Job Summary
  • Job Title
    Customer Success Operations Specialist
  • Company
  • Location
  • Employment Type
    Full time
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