Commercial Customer Success Manager

Role

The Commercial Customer Success Manager will support Builder.io’s mid-market Commercial segment by managing a dynamic, high-volume book of business and driving product adoption, retention, and customer satisfaction through a mix of digital and 1:1 engagement.

Key Responsibilities

• Manage a high-volume book of mid-market customers and prioritize outreach and support.
• Drive product adoption by identifying usage gaps and consulting with customers on solutions.
• Launch and support scaled customer programs such as webinars, office hours, and lifecycle campaigns.
• Respond to inbound customer needs across channels (email, Slack) with speed and strategic insight.
• Create and iterate on self-serve content including guides, playbooks, and in-app messaging.
• Partner with Account Executives and Customer Engineers to align on customer outcomes.
• Share customer insights with Product, Engineering, and Marketing to influence roadmap and GTM.
• Design and run experiments and process improvements to deliver value at scale.

Requirements

• 3+ years of experience in Customer Success, Account Management, or a customer-facing SaaS role.
• Comfortable managing a high volume of customers and competing priorities.
• Strong written and verbal communication skills, especially for asynchronous channels.
• Organized, analytical, and comfortable using data to surface opportunities and run experiments.
• Problem-solving mindset with a bias toward action and pattern recognition.
• Tech-savvy and curious; able to translate complex ideas into simple outcomes.

Bonus Qualifications

• Experience in a pooled or digital CS model.
• Experience supporting developers or technical products.
• Experience building lifecycle content or using tools like HubSpot, ZenDesk, or Coda.
• Familiarity with digital experience, vibe-coding, headless CMS, or front-end frameworks.

Compensation

• Estimated total compensation: $155,000 - $200,000 USD (includes base and on-target commission). Ranges may vary for candidates outside the US.

Benefits

• Unlimited time off (minimum 3 weeks encouraged).
• Mental health days (encouraged at least one per quarter).
• Paid parental leave: 12 weeks full pay.
• $500 home office improvement budget.
• $500 annual learning & development budget.
• Co-working space reimbursement (WeWork All Access or up to $300/month).
• Health insurance: 100% employer-paid premiums for employees; 50% for eligible dependents.
• Additional insurance (life, short- and long-term disability; access to supplemental benefits).
• 401(k) via Guideline (for US team members).
• Equity with a four-year vesting schedule and one-year cliff; ten-year exercise window.