Customer Success Manager

Summary

Join UpCodes, a leading compliance and product research platform in the AEC space, as a founding Customer Success Manager. You will play a crucial role in ensuring customer satisfaction and driving product adoption. This involves working closely with clients, internal teams, and leading initiatives to enhance customer experience. You will be responsible for onboarding new clients, nurturing existing relationships, and developing self-service resources. The ideal candidate possesses at least three years of experience in a SaaS Customer Success Manager role, excellent communication skills, and a startup mindset. This position offers the opportunity to shape the Customer Success function within a rapidly growing company.

Requirements

• Minimum of three years of experience in a Customer Success Manager role at a SaaS company
• Excel at making complex topics easy to understand, engaging clients effectively through video or written content, and advocating for their needs across cross-functional teams
• Be gritty and thrive in a fast-paced startup environment. Be ready to take on any task, big or small, while owning your responsibilities and looking for ways to enhance customer success
• Be comfortable working across multiple functions and coordinating collective wisdom to drive the customer journey and the evolution of our product forward

Responsibilities

• Partner with new accounts to ensure smooth onboarding and successful implementation while nurturing existing client relationships to drive ongoing adoption and uncover growth opportunities
• Act as the “glue” between our customers and internal teams, building strong client relationships and leading cross-functional initiatives, such as journey mapping and product feedback sessions, to foster a culture of customer-centricity
• Build processes and standards defining the CSM function, delivering proactive and efficient support to meet diverse client needs
• Conduct demos to highlight our evolving feature set and empower clients to get the most value from UpCodes
• Develop resources like webinars, guides, and knowledge-base articles to empower users and support self-service
• Cover support channels when needed and ensure rapid responses to client inquiries, stepping into multiple roles in our startup environment to maintain a seamless customer experience

Preferred Qualifications

Prior experience in the AEC (architecture, engineering, and construction) industry