Job Summary
Customer Success Manager
BuildPass
Full-time
Hybrid | Richmond, Australia
At BuildPass, 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 digitise one of the world’s largest and least tech-enabled industries. After raising a AUD$7.5M Seed in 2024, we’re growing ~10% month over month.
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.
We're building the world's smartest operating system for construction – and we need exceptional people to help our customers unlock its full potential.
As a Customer Success Manager at BuildPass, 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.
Attention to detail is incredibly important in this role. To be seriously considered, please apply via the steps outlined below. Additionally send your resume to the email listed at the bottom of this ad with the subject line ‘CSM + Your Name.’ Not completing this step is an easy way to demonstrate you didn’t read this carefully.
We're looking for someone who gets energised 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 optimise 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 adviser, 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.
You've got 1–4 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. Bonus points if you're already using AI tools to work faster, think sharper, or automate the repetitive stuff — we love people who experiment.
But beyond the CV, you're someone who:
Values substance over noise. You don't mistake activity for impact. You prioritise 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.
Embraces AI as a multiplier. You're curious about how AI tools can make you 10x more effective. You don't wait to be told — you experiment, automate, and share what works.
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 energised 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.
Nice to have:
Experience in construction tech or other blue-collar industries. You actively use AI tools (ChatGPT, Claude, Cursor, etc.) to supercharge how you work — whether that's drafting, researching, building workflows, or automating tasks you used to do manually.
The opportunity is massive
Construction is a $10+ trillion global industry facing unprecedented change. There's an urgent need for more infrastructure and housing, a shrinking workforce, and an AI-driven technology revolution converging all at once. We're building the platform that will define how this industry operates for the next decade.
We're growing fast, intentionally
We closed a US$5m seed round in 2024 and have sustained 10% month-on-month growth. We're backed by investors who understand long-term company building, not just quick exits. We're hiring selectively – optimising for impact per person, not headcount.
You'll have real influence
At ~50 people across Australia, the US, and the Philippines, your voice matters. You'll work directly with founders, shape product direction, and see your ideas ship fast. No politics, no bureaucracy – just people solving hard problems together.
The product is genuinely differentiated
We're not building another generic SaaS tool. We're creating a vertically-focused platform with AI at its core, built on configurable building blocks that let customers adapt it to their unique workflows. Think "Notion for construction" – but better.
AI isn't a buzzword here
It's how we operate internally and what we're embedding into every customer workflow. You'll learn to work alongside AI agents, automate repetitive work, and focus on judgement and relationships – the things humans do best.
We also offer:
Equity potential through our Employee Share Option Plan (ESOP)
- Central Richmond office - right behind Richmond Station, great cafés nearby, and a proper espresso machine
Team culture - quarterly celebrations, team lunches, and offsites
High visibility with leadership and opportunities for rapid growth
Listen Loudly – We listen and act on feedback, building a culture of trust and candour.
Build with Ambition – We set bold goals and ship products that compound our advantage.
Own Your Impact – We take ownership of outcomes, not just tasks.
Co-Create the Future – We work alongside our customers to push the entire industry forward.
If you’re excited about joining a fast-growing startup that’s redefining how the world builds, we want to hear from you. Please click the Apply Now button to submit your resume and a brief paragraph on why you think you’d thrive as an Customer Success Manager at BuildPass?
We’re accepting applications on a rolling basis, so apply sooner rather than later if this sounds like you.
If you have any questions? Email [email protected]
Data shows that 26% of women are unlikely to apply for a job if they don't have all the skills listed, compared to 12% of men. If you think you'd be a great candidate for this role but don't tick every box, we'd still love to hear from you.
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