Customer Engagement Manager, SMB

Hello, We’re Built In What We’re Up To Built In is the only recruitment and employer reputation platform that helps companies measure and shape their reputation in AI search — so they can be visible, trusted, and chosen by top talent. The talent market is being redefined by AI. As the HR tech space gets louder with new tools, the real shift is happening on the candidate side — by 2028, more candidates will use AI assistants like ChatGPT and Perplexity to discover and apply for jobs. Built In is the first to give companies the ability to manage how they appear in this new search landscape. We already reach millions of tech professionals each month, and our 1,800+ customers — from breakout startups to Fortune 100 giants — partner with us to tell authentic stories about their cultures and attract top talent.  Now, with our new AI-powered reputation platform, we’re helping companies future-proof their employer brand and win in the era of intelligent search. What You’ll Be a Part Of Built In is 14 years strong but operates with the drive and ambition of a startup. We move fast, stay close to our customers, and are unafraid to build what’s next. You’ll have the opportunity to shape how companies think about employer branding, redefine the playbook, and capture the next wave of demand. You’ll be part of a team that values curiosity, accountability, and being good humans first. Our leadership team has worked together for years, building a culture rooted in trust, transparency, and shared success. If you’re looking to make an impact — to help customers embrace change, to own a new category, and to drive growth in a company built for what’s next — this is the opportunity for you. We’re looking for a Customer Success Manager We're looking for a Customer Success Manager to join our Account Management team and own the customer experience for our SMB and Mid-Market accounts. In this role, you'll be a shared resource across a pod of Account Managers — leading onboarding for new SMB/MM customers, monitoring the health of your book of accounts, and serving as the first point of contact for product questions and level-1 support needs. This is a newly-created role, so you'll help build the playbook as you go. It's ideal for someone who is organized, curious, and a self-starter — energized by learning a product inside and out, helping customers get up and running quickly, and partnering closely with Account Managers, Support, and Product to deliver a great customer experience from onboarding through renewal. How you’ll contribute Own onboarding and implementation for new SMB customers, including platform setup, training, and regular check-ins through the first weeks of the relationship Guide customers on platform best practices to drive adoption, utilization, and long-term value Manage a portfolio of SMB accounts, monitoring product utilization and account health, identifying risk, and proactively engaging customers when needed Serve as a shared resource across a pod of Account Managers, joining customer conversations as needed to support adoption, optimization, and account health Act as the first line of defense for level-1 customer support needs, troubleshooting common issues and escalating to the Support team when appropriate Lead utilization and optimization conversations based on account and product health, and support QBRs and renewal kickoffs in partnership with the Account Manager Build deep expertise in the Built In platform and become a trusted product resource for customers and internal teams Partner closely with Account Management, Sales, Product, and Support to deliver a seamless and efficient customer experience Help customers understand emerging best practices in AEO, GEO, and AI search visibility, translating a rapidly evolving landscape into clear, practical recommendations Guide customers in using Built In’s platform and insights to strengthen how their employer brand is represented and discovered across AI-powered search experiences What you need Experience in a customer-facing role such as customer success, onboarding, account management, or support; SaaS or technology experience is a plus Strong organizational skills and the ability to effectively manage a high-volume portfolio of customers and competing priorities A proactive, self-starter mindset with comfort taking ownership and working independently Excellent written and verbal communication skills, including confidence leading customer calls and trainings Ability to identify customer needs, solve problems quickly, and know when to escalate Comfort working in a fast-paced environment where processes and best practices continue to evolve Impress us even more Experience managing a portfolio of SMB customers in a SaaS or technology environment Experience using customer health, utilization, or engagement data to identify opportunities and proactively address risk Experience partnering cross-functionally with Account Management, Sales, Product, or Support teams Interest in or experience with Answer Engine Optimization (AEO), Generative Engine Optimization (GEO), AI search visibility, or related emerging search and content strategies Our base salary range for this role is targeted at $70,000 - $80,000 per year. Not all candidates will be eligible for the upper end of the salary range. Exact salary will ultimately depend on multiple factors, which may include the successful candidate's skills, qualifications, experience and work location. The base pay range provided is subject to change and may be modified in the future. All regular, full-time employees are eligible to enroll in Built In's benefit plans, beginning the first of the month after the first day of employment. Benefits information can be located at https://builtin.com/company/built-in/benefits . What We Value We’re revolutionizing tech recruitment. So we question everything, because the best answers