VP Of Customer Success

About Billd

Billd is a fast-growing fintech company looking to disrupt the $1.4 trillion dollar construction industry. We offer industry-leading payment and financial products to empower our customers, the subcontractor. We are the first and only champion of the subcontractor, supporting entrepreneurs and the businesses that build our country.

We're equally committed to the motivated professionals that make up the Billd family. We are proud to have been recognized as Austin's fastest-growing private company by Austin Business Journal, one of the best to work for by Built In the last two years, and consistently rated of the top companies by Glassdoor with a 4.3 rating.

You will be challenged to be your best self and guaranteed to have one of the most professionally rewarding experiences of your career. We encourage creativity, initiative, collaboration, playfulness, and a strong work-life balance.

The Role

The Vice President of Customer Success is responsible for being the voice of the customer so that we can deliver on our mission to be the "Champion of the Sub". This role is one of the most impactful in our company as it represents the customer in all aspects of our business, including: revenue, credit, operations, and customer success. The person will need to wear many hats including sales manager, problem solver, process builder, product manager, deal juggler, and most importantly, team leader and advocate for the customer.

This role will oversee a team of dedicated Relationship Managers and be responsible for maximizing revenue, customer retention, and delivering a world-class customer experience. The Relationship Manager is the heartbeat of our business and the face of our company to our customer. This role will also be a critical member of our executive team and expected to contribute to defining and implementing our core growth strategies and own key initiatives.

This position will report directly to the CEO and is based in Austin, TX.

What You'll Do

• Develop and execute a comprehensive customer success and revenue strategy that aligns with company goals and drives customer value.

• Coach and mentor team of Relationship Managers who are responsible for revenue, customer success and customer education within their book of business.

• Collaborate with GTM leaders to operationalize a seamless customer journey from first deal to continuous use of financial products.

• Recruit, develop, and retain a high-performing team of Relationship Managers, fostering a culture of excellence, engagement, and continuous improvement.

• Lead cross-functional processes to shepherd deals that are outside of our typical credit criteria through our underwriting process, including additional project and purchase review and customer follow up.

• Create and refine proactive, repeatable processes and playbooks to ensure consistent delivery of superior customer experiences. This includes customer monthly check-ins, sales opportunities, customer satisfaction resolution, and pacing tracking.

• Champion cross-functional initiatives to enhance revenue retention and customer loyalty.

• Build and maintain strong relationships with Operations, Sales, Marketing, Credit, and Product teams to ensure open communication and collaboration.

• Work closely with key customers to identify opportunities for improvement, drive education on new features, and promote the product portal's functionalities.

• Define, track, and own KPIs related to customer success, providing regular reports and insights to senior leadership.

• Develop action plans to address any issues affecting customer satisfaction and revenue drivers.

• Drive the creation, identification and adoption of technologies and tools to enhance the overall customer experience and streamline interactions.

• Stay abreast of industry trends and best practices to continuously improve customer engagement strategies.

Skills and Qualifications:

• Bachelor's degree in Business Administration, Marketing, or a related field; Master's degree preferred.

• 7+ years of progressive experience in customer success or account management roles, with at least 5 years in a leadership position.

• Experience in consumption-based financial products is highly preferred.

• Experience in construction is highly preferred.

• Proven track record of developing and executing successful customer engagement and retention strategies.

• Strong analytical and problem-solving skills with the ability to make data-driven decisions.

• Excellent communication, presentation, and interpersonal skills, capable of effectively collaborating with various teams and stakeholders.

• Demonstrated ability to build, lead, and inspire high-performing teams.

• Deep understanding of customer experience best practices and industry trends.

• Experience with implementing innovative technologies and tools to enhance customer interactions.

Billd is committed to diversity and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.