Manager, Customer Success

About the Role

UpCodes has grown organically across architecture firms, government agencies, and key players in the AEC industry. We have one Customer Success Manager today, and we’re hiring our first Manager of Customer Success to shape how the function works from here.

You’ll define how we measure customer health, set targets for the team, and create the processes that allow Customer Success to scale with our customer base. You’ll also stay hands-on with customers while the team grows.

What You'll Do

As Manager of Customer Success, you’ll have a direct and significant impact on how our customers succeed with UpCodes and how we grow with them. You’ll be responsible for:

• Team Leadership: Manage and mentor our current CSM, and plan, hire, and train a high-performing team as we grow, ensuring alignment with cross-functional teams such as Sales, Support, and Product.
• Hands-On Leadership: Until the team is in place, you’ll be on customer calls, running onboardings and trainings, and handling escalations. You’ll stay hands-on as the team grows.
• Strategy and KPIs: Work backward from company priorities to set goals for the team. Evaluate our current metrics, such as retention, expansion, and adoption, set ambitious targets for improvement, and lead the team in achieving them.
• Customer Health: Develop a customer health score based on product usage, engagement, and renewal signals, and monitor it regularly to flag at-risk revenue and expansion opportunities early.
• Scalable Systems: Create the playbooks, workflows, and automations that enable the team to efficiently support a growing customer base.
• Customer Knowledge Base: Build and maintain a knowledge base of guides and help articles so customers can find answers on their own.
• Reporting and Dashboards: Build reports and dashboards that give the team and leadership clear visibility into customer health and trends.

The Ideal Candidate

• Experience in Customer Success: 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS or tech company, including 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
• Data-driven: You use data to set the right targets and find the most effective solutions. Your decisions are backed by clear, defensible reasoning, but you also appreciate the role of intuition and conviction.
• Open to feedback: You ask for feedback, take it well, and use it to get better. You're comfortable juggling several priorities at once and learning as you go.
• You sweat the small stuff: You notice the details, like a missed follow-up or a messy handoff, and you set a high bar for quality on your team.

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, whether that’s analyzing account data, building reports, or automating parts of the CS workflow.
• Startup Experience: You’ve worked at a fast-moving tech startup or an AI-native company, and you’re comfortable building without a playbook.