Account Manager (All Levels)

About this role

ABOUT BUILDOUT

Buildout is the AI deal engine for CRE brokerages, automating every step from first contact to commission. While brokers focus on relationships and winning listings, Buildout handles the workflows behind the scenes, turning manual processes into intelligent, scalable systems. Trusted by over 50,000 brokers, Buildout powers more profitable deals from lead to close. Learn more at www.buildout.com http://www.buildout.com.

THE OPPORTUNITY

We’re growing our Account Management team and hiring across multiple levels, from Associate Account Manager to Senior Account Manager. Whether you’re looking to take the next step into account management or you’ve spent years owning and growing complex customer relationships, we’re interested in meeting people who are energized by retention, growth, and delivering real value to customers.

As a quota-carrying AM, you’ll own renewals and growth across a high-volume book of business, including contract execution, license expansion, price increases, multi-threading relationships across every level of the account, and bringing in the right post-sale partners for support, including Support/Customer Success for product adoption and Account Executives for cross-sell opportunities. You’ll act as the primary point of contact and relationship owner for our customers, consistently delivering on their expectations and ensuring they’re getting the most value out of their Buildout package.

HOW YOU’LL CONTRIBUTE

Relationship Ownership & Results

- Consistently hit monthly and quarterly targets

- Build and maintain a living account plan, tying customer goals to Buildout workflows and including org map, renewal history, risk signals, expansion history, and key dates, as the system of record rather than something carried in memory

- Monitor account health through Salesforce, Planhat, and usage insights to catch churn triggers early. With a large book, the discipline isn't perfect recall; it's knowing exactly where to look and getting up to speed on any account in minutes, not hours

- Own the renewal calendar and drive early engagement, renewing customers at least 60 days ahead of contract start date

- Maintain immaculate CRM and pipeline hygiene, so every account's next step, risk status, and forecast category is clear to anyone who opens the record

- Represent Buildout in the market through conferences, customer events/meetings, and networking opportunities; this may include travel up to approximately one week per quarter as part of building relationships and driving revenue

- Understand the account's business, be a student of CRE and our competitive landscape

Swim Lanes & Hand-offs

- Serve as the customer’s internal champion and quarterback cross-team triage by collaborating with Product, Support, Sales, Implementation, Finance, and Customer Success to unblock issues, deliver insights, shape scalable playbooks, and strengthen customer outcomes

- Exercise real judgment on risk level: step back cleanly on routine hand-offs, stay close and track the fragile ones; know the relationship stays the AM's to protect either way

- Show up as one unified voice to the customer even when several internal teams are involved behind the scenes

Attitude & Team Approach

- Improve our AM motion by testing processes, sharing learnings, supporting education initiatives (webinars/trainings), and contributing to a collaborative, accountable, high-growth team environment

- Approach every conversation with curiosity and empathy, seeking to understand the customer’s point of view and treating issues as problems to solve, not threats to manage

- Meet setbacks with ownership and reflection, not defensiveness. When something goes wrong, the expectation is "what could I have done differently here," not justification or blame-shifting

COMPETENCIES

- Wired to hit the number, not managed to it – you don't need to be chased toward your target; hitting it is personal, and you treat every quarter like it's the one that counts

- Tech is leverage, not overhead – you treat Salesforce, Planhat, Gong, and every other tool in your stack as ways to scale yourself. You're looking for the faster way before someone hands it to you

- Empathy and curiosity as a discipline – you treat curiosity about the customer's world as a daily practice, staying genuinely open to their point of view even when you're the one delivering hard news

- Never lets a relationship live in one person – you're building the org map on purpose, so the account survives a champion leaving, getting overruled, or going quiet for a quarter

- Builds a team without a title – you collaborate cross-team exceptionally well, building strong relationships with the other folks who serve our customers, knowing it’s a team win when a customer chooses to spend their money with Buildout

- Diplomatically unshakeable – you can deliver a price increase or a hard truth without over-apologizing or reflexively discounting to relieve your own discomfort. You hold the line with warmth, not an apology attached.

- Juggling pro – you can comfortably jump between inbound customer requests, to demos, to strategic renewal conversations, as well as adjust and match tone based on the customer call

- Road-ready – you're comfortable getting on a plane for an onsite QBR, a renewal conversation, or an industry event. Facetime still closes deals and builds the trust this role depends on

WHAT MAKES A GREAT CANDIDATE

- B2B SaaS account management experience with a focus on retention and expansion (years of experience required varies by level) - Associate level: experience in customer success, service, or sales

- Experience managing a high-volume book of business and proven ability to consistently hit revenue targets

- Experience nurturing customer relationships

- Experience with Salesforce (required); Planhat, ChurnZero, Gainsight or other Customer Success tooling is a plus

- Experience in the

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