THE COMPANY

Builder Prime is revolutionizing the home improvement industry. Our all-in-one business management solution seamlessly combines CRM, estimating, production management, marketing automation, payments, reporting and more. Businesses can now operate more efficiently, win more jobs and achieve growth goals while delivering a stellar customer experience from lead to referral.

Our dedicated team is the driving force behind our success. By joining Builder Prime you’ll be at the forefront of scaling a high growth, early stage company that's driving innovation. We are continuously seeking dynamic individuals who are ready to foster a culture of growth, creativity, and collaboration. Are you ready to be a pivotal part of a team where your contributions don’t just shape the company but also shape the industry? Join us!

THE ROLE

This is a remote-friendly position open to candidates authorized to work in the US without visa sponsorship, who presently reside in the US in the Mountain or Central Time Zone, with a preference for candidates in states where we already have Builder Prime employees. The specific states we are targeting include: Utah, Idaho, Colorado, Texas, and Wisconsin. However, we're willing to hire the right person in a different state.

As the Senior Manager of Onboarding and Support, you will lead the side of our Customer Success organization, overseeing a team of 4 Onboarding Managers and 2 Support Specialists and helping to grow the team as needed. In this pivotal leadership role, you'll drive operational speed and repeatability, measurably improve customer experiences, and build scalable processes. You'll partner closely with the Director of Customer Success to ensure seamless customer journeys from implementation through ongoing support.

KEY RESPONSIBILITIES

• Lead, coach, and develop a team of 6 customer success professionals, establishing clear performance expectations

• Design and implement scalable client onboarding programs tailored to different customer segments that reduce time-to-value and enhance early adoption

• Establish, monitor, and report on KPIs and operational metrics for both onboarding and support functions to drive data-informed decisions

• Develop and maintain standardized playbooks, templates, and quality assurance processes to ensure consistent service excellence across onboarding and support

• Identify and implement automation and AI tooling opportunities to scale service delivery while maintaining personalized customer experiences

• Monitor and manage escalations, serving as the point of escalation for complex technical issues and ensuring timely resolution

• Create and optimize cross-functional handoff processes between Sales, Onboarding, Support, Product, Marketing, and Account Management teams

• Act as the voice of the customer by gathering feedback, identifying trends in customer challenges, and sharing actionable insights with Product and Engineering teams

• Build and enhance knowledge management systems that improve self-service resolution rates and team efficiency

• Implement training programs to upskill team members and ensure consistent service standards as products and processes evolve

• Drive operational scalability through process innovation to accommodate company growth without proportional team expansion

SUCCESS METRICS:

• Reduction in Time-to-Value: Accelerate the time customers take to realize initial value from our platform, reduce total time to launch, and minimize time per stage

• Conversion Rates through Onboarding: Measurably improve overall onboarding “graduation” rate over time

• Product Adoption: Measurably improve product adoption metrics of key features for accounts

• Support Response & Resolution Times: Meet or exceed SLA targets for first response and resolution times

• Customer Satisfaction: Maintain high NPS and CSAT scores for onboarding and support interactions

• Team Efficiency: Improve productivity metrics while maintaining or enhancing quality standards

• Operational Scalability: Successfully implement processes that accommodate company growth without proportional team expansion

• Knowledge Management: Improve self-service resolution rates through enhanced documentation and knowledge base resources

QUALIFICATIONS:

• 5+ years of experience managing technical customer success teams in a SaaS environment, including full people management responsibility (hiring, coaching, performance management, etc)

• 3+ years of direct management experience leading onboarding/implementation and support teams

• Demonstrated success in designing and implementing scalable customer onboarding programs

• Experience optimizing support operations and improving service delivery metrics

• Strong analytical skills with the ability to translate data into actionable insights and process improvements

• Excellent communication skills with the ability to influence cross-functional stakeholders

• Proven track record of process optimization and operational excellence

• Experience with a varied Customer Success tech stack, with proven ability to learn new tools quickly

• Alignment with our company values: Cultivate Community, Do the Right Thing, Move Forward, and BYOB (Bring Your Own Batteries)

Preferred:

• Experience working in home improvement or adjacent industry, or in other trades

• Knowledge of AI implementation in customer success operations

• Background in implementing quality assurance and training programs

THE BENEFITS:

• Medical, dental, vision

• 401k plan with matching contributions

• Access to Health Savings Account (HSA) for eligible plans

• Medical and Dependent Care Flexible Spending Account (FSA)

• Employer-paid Life and Short-Term Disability Insurance

• Paid Time Off (Holidays, Vacation, Sick Time)

• Paid Volunteer Day each year

COMPENSATION:

This position will pay a base salary of $110,000 - $120,000 depending on experience and location, with an additional variable compensation element to be discussed in the interview process.

Builder Prime is an Equal Opportunity Employer and values diversity at all levels. We also participate in E-Verify to confirm employment eligibility in the U.S.