Who you are

- 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 robust plus

What the job involves

- 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

- 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

📌 Customer Success Team Lead (Toronto)
🏢 Buildots
📍 Toronto