Customer Success Manager

Summary

Join Adaptive, a rapidly growing AI-native ERP company for real estate and construction, as their Customer Success Manager. You will be the primary advocate for SMB customers, owning the end-to-end onboarding experience and driving adoption, value realization, and renewal. Build deep customer relationships, understand their business goals, and proactively guide them to success. This individual-contributor role offers opportunities to shape customer success practices and grow your career. You will collaborate with various teams, including Sales, Product, Support, and Engineering, to ensure customer satisfaction and company growth. The role requires managing full-lifecycle customer relationships, driving retention and growth, and leveraging data-driven insights.

Requirements

• 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

Responsibilities

• Lead kickoff calls, discovery sessions, and trainings 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

Preferred Qualifications

Experience in construction, real estate, accounting, or related verticals

Benefits

• Competitive salary plus meaningful equity
• Comprehensive health, dental, and vision insurance
• 401(k) match and flexible PTO policy
• Fully remote or hybrid work options; flexible hours
• A seat at the table in a rapidly scaling fintech startup
• Unlimited opportunities for professional growth and leadership