Customer Success Manager

Job not on LinkedIn

🔥 0 minutes ago

🌐 United States, Canada – Remote

🇺🇸 United States – Remote 🇨🇦 Canada – Remote

💵 $165k - $205k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

👻 Ghost score 3%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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UpCodes

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UpCodes is a comprehensive platform that consolidates building codes, assemblies, and building products to accelerate the design to construction process. It serves as a unified library offering code adoptions, amendments, and updates necessary for compliance understanding. Its tools, powered by features like the AI-powered Copilot, help architects, contractors, and other professionals to accurately research, interpret, and apply building regulations and product specifications efficiently. By offering high-fidelity diagrams, assembly research tools, and a vast code library, UpCodes aids in structured research and collaboration, significantly improving efficiency and accuracy throughout a project's lifecycle. The platform caters to various roles including architects, general contractors, code consultants, and more, helping teams save time when dealing with building codes and compliance requirements.

📋 Description

• Define how customer health is measured and set team targets • Create scalable Customer Success processes • Manage and mentor the current Customer Success Manager • Plan, hire, and train a high-performing Customer Success team • Align with Sales, Support, and Product • Lead customer calls, onboardings, trainings, and escalations • Evaluate retention, expansion, and adoption metrics and drive improvement • Develop and monitor a customer health score • Create playbooks, workflows, and automations • Build and maintain a customer knowledge base • Build reports and dashboards for customer health and trends

🎯 Requirements

• 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 • Experience hiring, training, and mentoring team members • Experience building scalable Customer Success systems, such as health scoring, playbooks, or lifecycle automation • Experience owning KPIs and driving measurable improvements • Hands-on experience building reports and dashboards • Data-driven decision-making • Ability to handle feedback, juggle several priorities, and learn as you go • Strong attention to detail • AI fluency and startup experience are nice to have

🏖️ Benefits

• Equity • Commission • Benefits • Potential for growth over time

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