Client Overview
Buildots is a fast-growing construction tech company using AI and data to transform how projects are delivered. As the business scaled, the Customer Success (CS) team found themselves increasingly at the centre of complex conversations- balancing client relationships, internal priorities, and project outcomes.
The CS Director recognised a key need: help the team build confidence in speaking up. That meant enabling team members to challenge constructively, give honest feedback, and influence both clients and internal stakeholders with clarity and care.
Partnering to Shape Culture & Leadership
Our Engagement
We began by designing and delivering a highly interactive, in-person workshop for the CS team from the UK, USA and Israel, focused on strengthening the mindset and skills needed for high-quality, high-courage communication.
Confidence in Conversations Workshop
The session provided a space for team members to step back and reflect on what gets in the way of speaking up- and to practise new habits in a safe, supportive environment.
Participants explored:
- Personal blockers (mindsets, beliefs, past experiences) that make difficult conversations feel risky
- A simple, structured framework for delivering feedback and initiating challenging conversations
- Techniques for balancing honesty with empathy in client and internal relationships
- A coaching-style approach to open up dialogue, surface tensions early, and foster collaborative problem-solving
The experience was practical, discussion-based, and designed to shift both skill and mindset.
“The workshop gave me real tools I can use with clients - but more than that, it helped me realise what’s been stopping me from saying what I really think.”
Customer Success Manager, Buildots
Group Coaching to Embed the Learning
To sustain momentum, we followed the workshop with a series of online group coaching sessions, facilitated by Upwrd.
In each session, participants brought a real-life conversation they were preparing for, or reflecting on, and used the space to:
- Receive support and challenge from their peers
- Practise coaching-style active listening and open questioning
- Apply the models and mindset from the workshop to their day-to-day challenges
This peer-based, coach-facilitated model helped build ownership and confidence while deepening learning through reflection and action.
The Impact
Buildots’ CS team is now better equipped to navigate the messy middle of human conversations - balancing professionalism with authenticity, and empathy with clarity.
- Team members feel more confident and are speaking up, challenge constructively, and giving feedback to clients and colleagues earlier
- Coaching conversations are becoming part of the culture- internally and with clients
- Psychological safety within the team has grown, creating a more open and connected environment
As Buildots continues to grow, the CS team is stepping into more complex stakeholder conversations with a stronger voice- and a shared belief that honesty and collaboration can (and should) go hand in hand.