Upcodes Manager of Customer Success at UpCodes responsible for leading and scaling the Customer Success team while staying hands-on with customers. Define KPIs, develop scalable systems, and improve customer health metrics.
Responsibilities
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.
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.
Qualification
7+ years in Customer SuccessExperience hiringAI FluencyStartup Experience
Required
7+ years in Customer Success, Account Management, or related role at B2B SaaS or tech company
At least two years managing Customer Success Managers
Experience hiring, training, and mentoring team members
Experience building scalable Customer Success systems such as health scoring or lifecycle automation
Experience owning KPIs and driving measurable improvement
Preferred
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.
