Manager of Customer Success

Handoff is an AI agent that runs a construction company, helping remodelers automate estimating and streamline operations. They are seeking a Manager of Customer Success to build and scale their post-sale engine, focusing on onboarding, retention, and customer experience.

Responsibilities:

• Build the Customer Success foundation
• Design and deploy a structured onboarding and implementation program from closed-won through go-live
• Define milestones, ownership, and time-to-value benchmarks
• Create scalable customer education systems
• Build onboarding programs (bootcamps, webinars, guided sessions) to drive activation and adoption
• Develop and maintain a help center, knowledge base, and video content library
• Establish customer health and feedback systems
• Define and implement a customer health scoring model with leading indicators and risk signals
• Launch NPS/CSAT programs and integrate feedback into product and CS workflows
• Own retention and expansion strategy
• Build proactive retention and renewal processes, including risk identification and save playbooks
• Develop upsell and cross-sell playbooks with clear triggers, messaging, and workflows
• Lead customer support and service quality
• Define support workflows, SLAs, escalation paths, and service standards
• Improve response quality and ensure support becomes a strategic lever for retention
• Operationalize account management
• Create structured touchpoints and relationship management cadences across the customer lifecycle
• Ensure consistent value delivery and adoption tracking
• Drive metrics and visibility
• Own KPIs across onboarding, support, retention, and expansion
• Build reporting systems that provide clear visibility into customer health and performance
• Build and lead the team
• Manage, coach, and develop customer-facing team members
• Establish performance standards and a culture of ownership and accountability
• Partner cross-functionally
• Collaborate with Sales, Product, and Leadership to improve customer outcomes and internal alignment
• Surface customer insights to influence product and business decisions

Requirements:

• 3–5 years of relevant management experience in Customer Success, Customer Support, or Account Management
• Proven experience building or scaling CS programs in early-stage or ambiguous environments (0→1 or 1→10)
• Hands-on experience designing systems such as onboarding programs, training initiatives, help centers, or health scoring models
• Strong operational mindset—able to turn ambiguity into structured workflows and repeatable processes
• Experience owning or contributing to retention, renewals, and expansion (upsell/cross-sell)
• Comfortable working with CS tools (e.g., HubSpot, Salesforce, Intercom, Zendesk, Notion)
• Data-driven, with experience tracking KPIs and using insights to drive decisions
• Strong cross-functional collaborator with excellent communication skills
• Proven ability to lead, coach, and develop high-performing teams
• High ownership mentality with a bias toward action and accountability
• Experience working with SMB customers; bonus if in construction, home services, or similar industries