Client Success Manager - GEO/AEO Platform

Own onboarding and implementation for SMB and Mid-Market customers, drive product adoption and training, monitor account and product health, provide level-1 support, run utilization syncs, support QBRs and renewals, build deep product expertise, and advise customers on AEO/GEO/AI search visibility while partnering cross-functionally to deliver a seamless customer experience.

Responsibilities

Own onboarding and implementation for new SMB accounts and Mid-Market accounts, including regular check-ins through the first weeks of the relationship; Guide customers through platform setup, training, and best practices to drive adoption, including onboarding new end users on SMB accounts; Serve as a shared resource across a pod of Account Managers, joining customer calls as needed to support product optimization conversations; Oversee a book of SMB/Mid-Market accounts, monitoring product and account health scores, flagging risk, and proactively reaching out where needed; Act as the first line of defense for level-1 support needs, escalating to the Support team when needed; Run utilization syncs as needed based on account and product health, and support QBRs and renewal kickoffs for SMB accounts in partnership with the Account Manager; Build deep product expertise on the Built In platform to become a go-to resource for customers and internal teams; Partner cross-functionally with Account Management, Sales, Product, and Support to deliver a seamless customer experience; Help customers understand emerging best practices in AEO, GEO, and AI search visibility, translating a rapidly evolving landscape into clear, actionable recommendations; Guide customers in using Built In’s platform and insights to strengthen how their employer brand is represented, discovered, and cited across AI-powered search experiences

Requirements

Experience in a customer-facing role such as customer success, onboarding, account management, or support (SaaS or tech industry experience preferred but not required); Curiosity about how AI assistants like ChatGPT and Perplexity are changing search behavior; no formal SEO background required, we'll train you on GEO/AEO fundamentals; Strong organizational skills and exceptional attention to detail; A self-starter mindset and comfort with autonomy; Excellent written and verbal communication skills, including comfort leading customer calls and trainings; Ability to manage multiple accounts and priorities in a fast-paced environment

Nice to have

SaaS or tech industry experience; Experience monitoring account health and proactively managing at-risk accounts; Experience partnering cross-functionally with Sales, Account Management, or Product teams; Interest in or experience with Answer Engine Optimization (AEO), Generative Engine Optimization (GEO), or AI search visibility

Benefits

Benefit plans; hybrid schedule with remote Mondays and Fridays; in-office perks