Customer Success Manager/Lead

The role

You will own and grow relationships with a portfolio of mid-market to enterprise customers. You will drive product adoption, manage onboarding, and collaborate with Product, Engineering, and Operations teams.

What you will do

• Own a portfolio of mid-market to enterprise customers as the primary point of contact post-onboarding.
• Build trusted relationships with customer stakeholders through regular check-ins and health reviews.
• Drive product adoption and value realization.
• Monitor account health, usage trends, and engagement metrics.
• Lead or oversee new customer onboarding in partnership with Onboarding and Operations teams.
• Act as an escalation point for complex customer issues.
• Partner with Support to maintain SLA adherence and customer satisfaction.
• Serve as the voice of the customer internally by surfacing trends and feature requests.
• Collaborate with Product and Product Ops to translate customer feedback into actionable insights.
• Maintain accurate account documentation and success plans in CRM tools.

Required qualifications

• 5–7 years of experience in Customer Success, Account Management, Implementation/Onboarding Management, or a related SaaS customer-facing role at high-growth, venture-backed technology companies
• Proven experience owning customer relationships and managing multiple accounts simultaneously.
• Strong written and verbal communication skills.
• Experience working cross-functionally with Product, Engineering, and Operations teams.
• Comfort operating in ambiguity and building structure where processes are still evolving.
• Strong organizational and project management skills.
• Familiarity with common SaaS tools (CRM, ticketing systems, project tracking tools, analytics dashboards).
• U.S. work authorization.

Nice to have

• Experience in vertical SaaS, proptech, or real estate/homebuilding.
• Exposure to customer success metrics (health scores, retention, expansion, NPS).
• Experience contributing to process design or operational improvements.

About the company

Foundation is an ex-Opendoor team transforming residential real estate. They provide a native customer experience platform for homebuilders.