Enterprise Customer Success Manager - EMEA

Enterprise Customer Success Manager - EMEA

Builder.io is driving the future of visual coding by making it compatible with every tech stack and accessible to every team. To bring that future to life, we put customers at the center. Our Customer Success team exists to help customers adopt Builder, embed it across their organizations, and achieve meaningful results—at scale.

We are looking for an Enterprise Customer Success Manager based in EMEA to support our strategic Enterprise accounts. This role is perfect for someone who excels at building executive relationships and driving complex organizational transformations through Builder's platform. You'll be the trusted advisor for our largest customers, orchestrating cross-functional initiatives and ensuring they achieve transformational business outcomes.

This is a strategic, relationship-driven role where success means measurable improvements in customer expansion, retention, and strategic value realization across enterprise organizations.

As an Enterprise Customer Success Manager, you will:

• Manage a book of business including some of our largest, most strategic customers in the EMEA region
• Nurture existing customer relationships across varying levels of any organization, including the C-suite
• Help Enterprise customers navigate change and transformation in the nascent AI product development space
• Project manage completion of technical implementation steps alongside Customer Engineering
• Monitor new and existing customer performance and address any open issues to ensure timely resolution and great customer experience
• Work with your manager to identify compelling plans for continued growth across your customer base
• Be consistently focused on retaining and exceeding the company's customer retention through value-driven activities
• Work closely with the product and engineering team to influence new product features and functionality based on customer feedback
• Share best practices, strategize with customers on digital priorities and investments to drive growth
• Maintain an expert level understanding of the Builder product, along with larger e-commerce & product industry knowledge
• Bring your thinking, strategy and ideas to the team to advance our creative culture and vision for the future

You will thrive in this role if you have:

• Curiosity, humility, kindness, and ambition
• Comfort working autonomously and at times in ambiguity
• 5+ years of customer-facing, consulting, or sales management experience in SaaS (AI-native, marketing or ecommerce technology strongly preferred)
• Experience working with both middle management and C-level executive personas
• Experience with technical products and/or demonstrated aptitude when working with technical teams
• Demonstrate an understanding of the needs of growing businesses, including emerging digital trends and e-commerce trends (Ecommerce experience strongly preferred)
• Passion for helping customers and being proactive when it comes to what's best for the partnership
• Proactive problem solver. High reliability, detail-oriented and outstanding follow-through
• Ability to work individually and collaboratively within a team environment
• Comfort with ambiguity, and not afraid to fail or make mistakes. Receptive to feedback and quick to iterate (early stage experience strongly preferred)
• Tech savvy and eagerness to learn new technology and practices

Bonus if you have:

• Experience with digital transformation initiatives or enterprise technology implementations
• Background supporting technical teams in enterprise environments (developers, DevOps, platform teams)
• Fluency in additional European languages (German, French, Spanish, Italian)