Customer Success Manager; SaaS | Construction Tech

About Build Pass

At Build Pass, we’re building the world’s smartest operating system for construction to drive safer, more efficient job sites. AI is at the core of our mission to digitize one of the world’s largest and least tech‑enabled industries. After raising a US $5M Seed in 2024, we’re growing ~10% month over month and have moved into our first U.S. presence in Austin.

Our team comes from diverse backgrounds and skill sets. We don't expect you to have stepped onto a construction site. What matters most is curiosity, ambition, and a bias for action.

As a Customer Success Manager at Build Pass, you'll be the trusted partner for builders who are transforming how construction gets done. You'll guide customers from onboarding through expansion, ensuring they achieve measurable outcomes while helping us shape a category‑defining product. This isn't a typical CSM role – you'll work directly with construction teams on real job sites, deeply understand their workflows, and translate their needs into product insights that drive our roadmap.

We're looking for someone who gets energized by customer problems, thinks strategically about retention and growth, and wants to be part of building something generational in an industry ripe for transformation.

Own the customer journey – Lead new customers through onboarding and implementation, ensuring they see value fast. Develop tailored success plans that align with their business goals, then measure and optimize against them.

Drive adoption and expansion – Identify opportunities for deeper product adoption and revenue expansion. Partner with sales on upsells and with product on feature requests that unlock new use cases.

Become a construction tech expert – Immerse yourself in how builders, subcontractors, and workers actually work. Spend time on job sites. Understand the pain points. Become fluent in construction workflows so you can be a genuine advisor, not just a software vendor.

Protect and grow revenue – Monitor customer health metrics relentlessly. Spot churn risks before they become problems. Turn satisfied customers into advocates, references, and case studies.

Shape the product – Gather feedback systematically and translate it into actionable insights for our product team. You'll have direct influence on what we build next.

Must be based in, or willing to relocate to,
Austin, TX
. This is a predominantly in‑person role.

You've got 2–5 years in customer success, account management, or similar customer‑facing roles – ideally in SaaS. You've proven you can manage complex stakeholder relationships, drive product adoption, and hit retention and expansion targets.

But beyond the resume, you're someone who:

• Values substance over noise – You don't mistake activity for impact. You prioritize what matters and tune out the rest.
• Gets excited about hard problems – Construction is messy, complex, and resistant to change. That's exactly why you want to be here.
• Thinks like an owner – You take initiative, propose solutions, and follow through without being asked twice.
• Communicates with clarity – You can explain technical concepts to non‑technical people and translate customer needs into product requirements.
• Thrives in ambiguity – Startups move fast and priorities shift. You're energized by building systems from scratch, not maintaining existing processes.
• Wants to build something generational – You're not here for a stepping‑stone job – you want to be part of something that fundamentally changes an industry.

Bonus – Experience in construction tech, workforce management, or compliance‑heavy industries. Familiarity with AI‑driven platforms and how they create efficiency in traditional sectors. Comfort working across time zones in a global team.

Construction is transforming - and Build Pass is leading that change. You’ll gain first‑hand exposure to how a startup scales globally and how AI is reshaping the way construction operates.

We also offer:

• 🏖 20 days PTO (aligned with Australian standards)
• 💸 Equity potential through our Employee Share Option Plan (ESOP)
• 🏋️ Health & wellness reimbursement for fitness or…