Strategic Customer Success Specialist, BuildOps, CA, US

We’re looking for a highly organized, proactive, and people-oriented Strategic Customer Success Specialist to partner with our Strategic Customer Success Managers (CSMs) in delivering a world-class experience to our most important accounts. In this role, you’ll be a key part of the customer-facing team—joining virtual visits, supporting strategic initiatives, and ensuring the customer journey runs smoothly at every stage.

The Specialist serves as a complement to the onsite Strategic CSM presence, building strong relationships through virtual touchpoints and providing an additional layer of support that drives consistent, high-quality customer outcomes. You’ll have exposure to complex accounts, industry-leading technology, and strategic conversations, while collaborating across Implementation and Support teams to keep customers moving forward.

What You'll Do:

• Act as a consistent, customer-facing partner through virtual visits, check-ins, and project follow-ups.
• Coordinate with Strategic CSMs to ensure seamless coverage—onsite and virtual—for high-value accounts.
• Own administrative and tactical tasks such as:
  • Updating customer project plans and trackers
  • Scheduling meetings and capturing detailed notes
  • Documenting action items and ensuring timely follow-through
• Help monitor customer health signals and track support tickets or key deliverables.
• Collaborate with Implementation Managers, Engagement Managers, and Product Support to move projects forward.
• Escalate risks or blockers to the Strategic CSM or Manager, Customer Success.
• Continuously look for ways to optimize workflows and enhance the customer experience.

What We Look For:

• 3+ years of experience in a customer-facing role, ideally in Customer Success or Technical Account Management.
• Passion for helping people and solving problems in a structured, repeatable way.
• Highly organized and detail-oriented—you don’t let tasks fall through the cracks.
• Clear and professional communication, both written and verbal.
• Comfort with ambiguity and shifting priorities in a high-growth environment.
• Experience in construction, MEP, field services, or SaaS is a plus.

Compensation:

• $105,000 - $120,000 base salary range + annual bonus