Builder.io is looking to add an experienced, hands-on customer-first operator to help their largest and most strategic customers successfully adopt, scale, and realize value from the Builder platform, by sitting at the intersection of customer success and product management.
Requirements
- Practical experience and fluency with AI concepts including agents, models, and AI-assisted workflows, with the ability to discuss strengths, limitations, and real-world implications with customers.
- A strong technical foundation and comfort working close to modern web development workflows, APIs, and developer tools. You should be credible with engineers and able to reason about systems and tradeoffs.
- Experience driving adoption of complex products where change management, workflow redesign, or new operating models were required.
- Comfort operating in ambiguity and helping customers move forward and see the possibilities in an evolving environment.
Responsibilities
- Work hands-on with teams at some of the world's largest enterprises to understand their workflows, development practices, and organizational constraints, and help adapt Builder to fit how they actually work.
- Partner closely with Customer Engineers during technical onboarding and early implementation, then carry ownership forward as customers move into sustained usage and scale.
- Translate customer goals and constraints into clear success criteria, helping define what "good" looks like as automation and AI play a larger role in production workflows.
- Connect product usage and customer behavior to real business outcomes, using those insights to drive retention, expansion, and deeper adoption across teams.
- Act as a strong voice of the customer internally, partnering with Product and Engineering to surface patterns, gaps, and opportunities to serve our customers.
- Help customers move from initial adoption to real, measurable outcomes by pairing hands-on engagement with strong technical judgment.
- Identify bottlenecks, shaping implementation approaches, and guiding change management as customers adopt new ways of building with AI.
Other
- Own post-sale outcomes for a set of strategic enterprise accounts, with a focus on adoption, retention, and expansion.
- Guide customers through change management as they adopt AI-assisted and AI-powered workflows, helping build habits that stick rather than one-time successes.
- Serve as a trusted advisor to both technical and non-technical stakeholders, including engineers, product managers, designers, and executives.
- 5+ years of experience in Customer Success, Technical Account Management, Solutions Engineering, Product Management, consulting, or a similar customer-facing role in a technical SaaS environment.
- Strong communication skills and executive presence, with the ability to align stakeholders across engineering, product, and business teams.
