Customer Engagement Manager, SMB

📋 Description

• Own onboarding and implementation for new SMB customers, including platform setup, training, and
• 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
• Serve as a shared resource across a pod of Account Managers, joining customer conversations as
• Act as the first line of defense for level-1 customer support needs, troubleshooting common issues
• Lead utilization and optimization conversations based on account and product health, and support

🎯 Requirements

• Experience in a customer-facing role such as customer success, onboarding, account management, or
• Strong organizational skills and the ability to effectively manage a high-volume portfolio of
• A proactive, self-starter mindset with comfort taking ownership and working independently
• Excellent written and verbal communication skills, including confidence leading customer calls and
• 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

🎁 Benefits

• All regular, full-time employees are eligible to enroll in Built In's benefit plans, beginning the