Customer Success Manager

About Adaptive and Role Overview

Adaptive is an innovative AI company focused on revolutionizing the $2 trillion U.S. construction sector with an agentic operating system. With a team of 50, over 1,000 clients, partnerships with 50+ accounting firms, and $26 million raised from top-tier investors including Emergence and a16z, Adaptive aims to transform a traditionally low-tech industry. This position is located in Boston, MA, within the GTM department.

The Customer Success Manager will be a key partner for clients from the start, overseeing the onboarding journey and fostering sustained product adoption, value realization, and contract renewals. This individual contributor role reports to the Manager of Customer Success and offers opportunities to refine customer success strategies and advance within a rapidly growing team.

Key Responsibilities

• Lead onboarding activities including kickoff sessions, discovery meetings, and training to ensure smooth product implementation tailored to client workflows.
• Create and update onboarding resources such as guides, checklists, videos, and FAQs.
• Maintain daily client relationships as a trusted advisor, conducting regular reviews to evaluate usage, adoption, and return on investment.
• Proactively identify customers at risk and implement strategies to enhance retention and renewals.
• Analyze customer data to spot chances for upsell and cross-sell; collaborate with Sales and Product teams to drive growth and prioritize feature requests.
• Continuously enhance success playbooks and workflows for scalability, working with Engineering to automate tasks and standardize procedures.
• Develop metrics and dashboards to monitor customer health and team effectiveness.
• Coordinate with Support, Engineering, and Marketing teams to resolve issues, produce case studies, and share customer insights with leadership.

Qualifications

• Minimum three years experience in SaaS Customer Success, Onboarding, or Enablement roles.
• Proven success managing full customer lifecycle relationships, with a focus on retention and growth.
• Excellent communication skills, able to convey complex ideas clearly in both verbal and written forms.
• Strong data orientation and proficiency with CRM systems, analytical tools, and platforms monitoring customer health.
• Highly organized, self-motivated individual who thrives in a dynamic, rapidly changing environment.
• Preferred background in construction, real estate, accounting, or similar sectors.

Compensation and Benefits

• Competitive base salary with potential total on-target earnings between $90,000 and $110,000.
• Equity participation in the company.
• Comprehensive health, dental, and vision plans.
• 401(k) retirement plan with matching contributions.
• Flexible paid time off policy.
• Opportunities for professional development and leadership roles within a fast-growing fintech startup.

Workplace Details

This full-time position requires onsite attendance Monday through Thursday at the Boston office located at 10 High Street.