Manager, Customer Success

The role

You will manage and mentor the current CSM and build a high-performing team. You will define customer health metrics, set targets, and create scalable processes for the customer base.

What you will do

• Manage and mentor the current CSM
• Plan, hire, and train a high-performing team
• Ensure alignment with Sales, Support, and Product teams
• Conduct customer calls, onboardings, trainings, and handle escalations
• Set goals for the team based on company priorities
• Evaluate metrics such as retention, expansion, and adoption
• Develop a customer health score based on product usage, engagement, and renewal signals
• Create playbooks, workflows, and automations
• Build and maintain a knowledge base of guides and help articles
• Build reports and dashboards for visibility into customer health and trends

Required qualifications

• 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS or tech company
• At least two years managing CSMs
• Have hired, trained, and mentored team members
• Have built a scalable Customer Success system, such as health scoring, playbooks, or lifecycle automation
• Have owned KPIs and driven measurable improvements
• Have hands-on experience building reports and dashboards

Nice to have

• AI Fluency: You use AI tools in your day-to-day work and have used them to make your team more efficient
• Startup Experience: You’ve worked at a fast-moving tech startup or an AI-native company

About the company

UpCodes (YC S17) is a comprehensive compliance and product research platform for the AEC space. It is trusted by 800,000 monthly active users.