Retention Specialist

At BuildOps, we're building a groundbreaking software solution, purpose-built to support today's commercial contractors. From helping our customers manage their service department all the way to project management, we're breaking the mold and building a team that invests in our mission statement. We love driven, self-motivated folks experienced in high-growth stage companies and thrive in fast-paced environments. Could you be our next hire?

This candidate will join a well-funded, fast-growing technology startup with the unique opportunity to help build out a critical function for the company.

As a Retention Specialist/Manager at BuildOps, you'll be instrumental in proactively identifying key risks in our customer base and developing customized strategies to enhance client retention. This role requires an advanced skill set in assessing workflow challenges, understanding complex customer needs, and devising solutions that align our platform with our clients' unique business processes. Working closely with Customer Success, Product, and Implementation teams, you will drive initiatives to secure and expand client relationships through a strategic, solutions-oriented approach. 

What you will do:

• Identify at-risk accounts through data analysis, customer feedback, and behavioral trends - then, develop targeted strategies to mitigate potential churn.
• Diagnose complex client workflow challenges, collaborating with Product and Implementation teams to craft effective solutions that align with the BuildOps platform capabilities and customer needs.
• Serve as a trusted advisor for high-stakes accounts, building senior-level relationships and regular communication to ensure alignment between client objectives and our platform's functionalities.
• Design and implement retention programs that address customer-specific challenges, fostering long-term loyalty and maximizing platform adoption.
• Work closely with Customer Success, Product, and Implementation teams to ensure cohesive solutions for retention-critical issues, enabling strong communication and swift action on high-impact projects.
• Track retention metrics, including churn rates, engagement scores, and feature utilization, to identify trends and guide strategy adjustments. Regularly report insights and results to stakeholders.
• Develop best practices and frameworks for retention-focused solutions, sharing insights and lessons learned to enhance team processes and support continuous improvement initiatives across the organization..

What we look for:

• 5+ years in sales engineering, customer retention, and/or customer success
• 3+ year of solution consulting, with a focus on retention strategies in SaaS .
• Strong analytical and solution-oriented skills, with experience in diagnosing workflow issues and collaborating with technical teams to deliver targeted solutions.
• Proven track record of developing and executing retention programs that optimize Net Dollar Retention and drive adoption, especially with clients facing complex operational needs.
• Demonstrated ability to engage effectively with senior client stakeholders, earning trust and influencing decision-making to drive satisfaction.
• Proficiency in interpreting customer data, metrics, and behavioral insights to guide retention strategies. 
• Strong collaboration skills with the ability to work cross-functionally, influence decisions, and drive alignment on key initiatives for maximum customer impact.
• Excellent communication skills, with the ability to collaborate effectively with both technical and non-technical stakeholders.
• A proactive, solutions-oriented approach to problem-solving and process optimization.

What we offer:

• Competitive salary and stock options
• A comprehensive benefits package
• This is a hybrid role based in Raleigh, NC. (3 days a week in office) 
• Flexible PTO.
• Talented and motivated team members who care deeply about one another (seriously, everyone is rooting for your success!)
• The chance to get in on the ground floor and build something truly groundbreaking for ourselves and our amazing customers

About BuildOps:

BuildOps is a fast-paced, high-growth start-up committed to transforming a $300B+ industry through an innovative all-in-one SaaS platform. Leveraging the latest technology, we're taking Commercial Specialty Contractors from the world of pen and paper to cloud-based, data-driven operations. Our leadership team has deep experience in both the Construction and SaaS technology industries, as well as resumes that include Stanford, Harvard, Wharton, Cornell, Microsoft, Salesforce, and multiple successful start-up exits.

BuildOps has been tripling year-over-year while raising nearly $150 million in total funding (most recent round in April 2024). Top-tier investors like Founders Fund, Siemens, 01 Advisors, and more have backed BuildOps! Also, Dick Costolo, former CEO of Twitter, joined our board, adding to an impressive group of investors/advisors including former President of Salesforce, Gavin Patterson; CAA founder Michael Ovitz; NFL legend Joe Montana; former heavyweight champion Mike Tyson, and Boost Mobile CEO Stephen Stokols.

Forbes Magazine
"BuildOps is unique because it addresses the problem of efficiency in construction for an often-overlooked audience. Rather than focusing on large projects, or catering to owners, they look to the needs of technician-heavy subcontracting firms working in the commercial space."

TechCrunch
"The new financing will be used to support the company's continued growth. BuildOps sells software that integrates scheduling, dispatching, inventory management, contracts, workflow and accounting into a single software package for commercial real estate contractors with staff ranging from a few dozen to several hundred employees."

Crunchbase
In a statement, [former NFL superstar] Joe Montana noted that his firm (Liquid 2 Ventures) has an investment thesis in supporting America's working class… "I just love the idea of making their lives far easier and better," he said. With BuildOps, "you have one solution that does it all and talks seamlessly to every single part of their business from parts to ordering to inventory and more."