Adaptive
Customer Success Manager
Boston. Posted 4 months ago
The role
You will be the primary advocate, technical partner, and growth driver for customers. You will own the end-to-end onboarding experience, drive adoption, and grow accounts by expanding the team of AI agents running their accounting.
What you will do
- Lead kickoff calls, discovery sessions, and training for product launch.
- Own technical setup including agent configuration and PM/ERP system integrations.
- Decompose accounting processes into agent logic.
- Customize implementation plans to align with customer workflows.
- Develop and maintain onboarding materials.
- Serve as the day-to-day point of contact and technical advisor.
- Conduct regular business reviews to track adoption and ROI.
- Identify at-risk customers and execute retention strategies.
- Identify expansion opportunities and lead upsells.
- Partner with Engineering to diagnose and resolve agent and integration issues.
Required qualifications
- AI fluency including hands-on experience using LLMs, prompt engineering, agent architecture, and skill/workflow design.
- 3+ years of SaaS Customer Success, Onboarding, or Enablement experience.
- Demonstrated track record of managing full-lifecycle customer relationships and driving retention and expansion revenue.
- Technical aptitude with configuring software, working with integrations and APIs, and troubleshooting technical issues.
- Exceptional verbal and written communication skills.
- Data-driven mindset comfortable using CRMs, reporting tools, and customer health platforms.
- Highly organized, self-starter attitude.
Nice to have
- experience in construction, real estate, accounting, or related verticals
- familiarity with PM/ERP systems (e.g., Procore, Sage, QuickBooks)
- background working with AI/automation products
Benefits
- Competitive salary plus meaningful equity
- Comprehensive health, dental, and vision insurance
- 401(k) match
- flexible PTO policy
- A seat at the table in a rapidly scaling fintech startup
- Unlimited opportunities for professional growth and leadership
About the company
Adaptive is a vertical AI company of 50 building the agentic operating system for the U.S. construction industry. They work with over 1,000 customers and have raised $26m from Emergence, a16z, and other funds.