Customer Success Manager

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At BuildWithin, we are on a mission to create a new standard for workforce development. Our on-the-job training software is the market leader in managing registered apprenticeships — making it easier for the model to succeed and scale.As a Customer Success Manager at BuildWithin, you'll be the most important partner our customers have. You'll drive adoption, deliver outcomes, and build the kind of relationships that turn clients into long-term advocates. This role is crucial for ensuring the satisfaction and loyalty of our clients — and for helping employers and governments actually realize the value of the platform they've invested in.

What You’ll Do
‍

Own a book of business.
You'll carry a portfolio of accounts with clear retention and expansion targets, owning the relationship from onboarding through renewal.
Drive upsells and expansion.
‍You'll identify and close upsell and cross-sell opportunities within your portfolio—this is core to the role, not a bonus.
Own onboarding and implementation.
‍You'll lead new customers from signed contract through full platform launch, building project plans and configuring the platform to fit their workflows.
Drive adoption and measurable outcomes.
‍You'll set success metrics with each customer, monitor usage and health data, and run business reviews that demonstrate value and reinforce renewal.
Manage the relationship day-to-day.
You'll be the primary point of contact for your accounts, partnering with product and engineering to resolve issues with urgency.

Who You Are

3+ years of experience in customer success or account management in a SaaS environment, with ownership of a book of business.
Proven track record of meeting or exceeding both retention and expansion/upsell targets.
You're commercially minded—you think about your accounts in terms of revenue, not just satisfaction scores.
Ability to analyze usage data, identify trends, and turn insights into action.
Strong project management instincts: you build plans, track milestones, and follow through.
Proficient in CRM and customer success software tools.
Passionate about education, workforce development, and technology.
Startup experience; comfortable working and adapting in a fast-paced, flexible environment.
Experience partnering with or contributing to customer marketing efforts, including case studies, references, campaigns, and expansion initiatives.
Experience leveraging AI tools to build scalable processes, generate insights, and improve decision-making across the customer lifecycle.

About BuildWithin

BuildWithin is a venture-backed tech company and execution partner building the infrastructure for a modern, skills-based economy. Our platform handles the entire lifecycle — matching talent, onboarding, training, and advancement — at scale and with precision. Everyone here is expected to build, solve, and execute. If you're ready to help rebuild the workforce system from the ground up, welcome.

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