Customer Success Manager
Customer Success Manager responsible for end-to-end customer onboarding, adoption, retention, and expansion at an AI company serving the construction industry. Requires 3+ years SaaS CS experience, strong relationship management, and data-driven approach; construction vertical knowledge is a plus.
About the job
Responsibilities
- Lead kickoff calls, discovery sessions, and training to ensure a smooth, efficient product launch.
- Customize implementation plans to align with each customer’s workflows and objectives.
- Develop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.
- Serve as the day-to-day point of contact, building trusted advisor relationships.
- Conduct regular business reviews to track adoption metrics, usage patterns, and ROI.
- Identify at-risk customers early and execute retention strategies to maximize renewals.
- Analyze customer data to surface upsell and cross-sell opportunities.
- Collaborate with Sales on expansion plays and with Product on feature requests.
- Champion customer feedback across the organization to inform roadmap priorities.
- Continuously refine our success playbooks and workflows for scalability.
- Partner with Engineering to automate repetitive tasks and standardize best practices.
- Implement metrics and dashboards to monitor health scores and team performance.
- Work alongside Support and Engineering to resolve complex issues.
- Liaise with Marketing to develop case studies, testimonials, and referenceable success stories.
- Share customer insights in weekly leadership meetings to align on strategy.
Qualifications
- 3+ years of SaaS Customer Success, Onboarding, or Enablement experience.
- Demonstrated track record of managing full-lifecycle customer relationships, driving retention and growth.
- Exceptional verbal and written communication skills, with an ability to simplify complex concepts.
- Data-driven mindset; comfortable using CRMs, reporting tools, and customer health platforms.
- Highly organized, self-starter attitude; thrives in a fast-paced, evolving environment.
- Bonus: experience in construction, real estate, accounting, or related verticals.
Compensation & Benefits
- Competitive salary plus meaningful equity.
- Comprehensive health, dental, and vision insurance.
- 401(k) match and flexible PTO policy.
- A seat at the table in a rapidly scaling fintech startup.
- Unlimited opportunities for professional growth and leadership.
Skills
Saas Customer Success, CRM, Customer Health Platforms, Onboarding, Customer Retention, Upsell/Cross-Sell, Business Reviews, Reporting Tools, Construction Industry Knowledge
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