Customer Success Team Lead, North America

About Buildots

Buildots is the world’s most advanced construction intelligence platform. By comparing schedules and BIM against site reality, its advanced AI transforms granular data into insights that unlock operational excellence.

Fortune 500 owners and contractors trust Buildots, including Digital Realty, Intel, Turner Construction, JE Dunn, STO Building Group and Mortenson. Its impact is proven at every scale, from multi-family projects to multi-gigawatt data centers. With over $160M raised and major expansion planned for 2026, this is a unique opportunity to join a fast-scaling company reshaping one of the world’s largest industries. 

About the Role

At Buildots, Customer Success Managers are at the heart of our mission: ensuring project teams extract maximum value from our platform, embed it into their workflows, and become advocates who help drive account expansion. The Customer Success team also plays a pivotal role in Marketing (case studies, ROI storytelling) and Product (field feedback that shapes the roadmap).

We're looking for an experienced, people-first Customer Success Team Lead to manage a team of CSMs supporting our Standard Projects portfolio across North America. You'll be responsible for the onboarding, adoption, and ongoing success of a growing portfolio of customers, while formally leading, developing, and managing the performance of your team. This is a cross-functional leadership role that works closely with Product, Marketing, and Sales to ensure customer impact translates into broader business success.

This role carries partial people-management responsibilities: hiring, coaching, and formal performance management for your team, delivered through Buildots’ annual performance review process, supported by structured check-ins twice a year.

Key Responsibilities

• Lead, coach, and develop a team of Customer Success Managers (typically 8–10) supporting the Standard Projects portfolio in North America.
• Own formal performance management (minus compensation) for your team: lead annual performance reviews covering both results (MBO/KPI attainment) and behaviors, supported by structured check-ins bi-annually.
• Define and track team and individual KPIs to ensure alignment with business goals.
• Own hiring decisions for CSM roles on your team, in partnership with the Director.
• Assign and reassign accounts within your team to balance portfolio health and workload.
• Oversee customer onboarding, adoption, and success across your team's portfolio of Standard Projects accounts.
• Own portfolio health across the team's book of business — proactively identify risk and manage escalations, intervening directly on at-risk accounts.
• Build and maintain the Customer Success playbooks your team uses day to day.
• Drive the creation of value stories and case studies; review and quality-control your team's output before it reaches leadership or Sales.
• Represent your team's interests in cross-functional planning with Sales, Product, Delivery, and Marketing, and ensure the feedback loop back to Product is clear and consistent.
• Communicate change to your team directly during process or product rollouts, managing change fatigue and surfacing concerns upward.
• Use portfolio-wide data to identify team-level trends and coach individual CSMs on where to focus.
• Contribute team-level input into regional Customer Success strategy and goals.
• Serve as the customer-facing escalation point for your portfolio. Take direct ownership of accounts/projects in “red” and high-severity issues
• Build and maintain executive relationships across your portfolio. Meet customer executives directly, as needed, for success alignment 
• Coach CSMs on executive communication and difficult conversations 

Benefits

A benefits package designed to support you professionally and personally:

• Health, dental & vision insurance
• 401(k) retirement plan with 4% employer match
• Paid time off (vacation and sick leave)
• Stock-option grants (for eligible employees)
• Hybrid working arrangement
• Employee Assistance Program (EAP)
• Commuter benefits
• Pet insurance
• Voluntary life insurance
• Voluntary short-term & long-term disability coverage

The base salary range for this role is $140,000–$170,000, with a performance-based bonus paid semi-annually, targeting up to 16% of base salary based on individual and portfolio outcomes. In addition, we also offer an equity package in the form of stock-option grants

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Requirements

• Experience in a B2B customer-facing role in the construction industry is required (4+ years preferred)
• Experience managing a Customer Success or similar client-facing team, including hiring and formal performance management (3+ years preferred). Internal candidates without formal management tenure will be evaluated on demonstrated leadership, ownership, and coaching ability.
• Willingness to travel (around 30%)
• Strategic & entrepreneurial mindset — you create and refine playbooks rather than just follow them, and you're comfortable building processes in a fast-scaling environment.
• Strong operational and analytical skills, with a proactive approach to improvement and comfort using data to guide team-level decisions.
• Cross-functional leadership — experience partnering effectively with Sales, Marketing, Product, and Engineering to align customer needs with business objectives.
• Exceptional written and verbal communication skills, including the ability to lead sensitive or difficult conversations with direct reports.
• Proficiency with CS platforms and Salesforce.
• Experience in a SaaS environment is a strong plus.
• Adaptability & Comfort with Ambiguity: Thrive in a fast-paced, evolving startup environment, navigating shifting priorities, incomplete information, and changing processes with resilience and a solutions-oriented mindset. Demonstrate the ability to create structure where needed, take ownership without a fully defined playbook, and lead your team effectively through customer, project, and organizational change.

Location Requirements: This role can be based in the US (excluding Pacific Time Zone states) or in Toronto, Canada.