Job description
What we do
Adaptive is a rapidly growing vertical software company of 40 building an AI-native ERP for real estate and construction. We have grown rapidly to over 500 customers and have raised $26m from Emergence, a16z, and other top funds as well as a collection of angels from companies like Brex, Ramp, Airbase, Square, and Shopify.
Why join us?
Power the local built environment
We serve the small businesses that are building communities across our country. Your favorite local café, the new house on the corner, or the ADUs helping to solve the housing crisis were all built by our customers–those that have lived in their cities for their entire lives and have a true passion for their craft. These are creative, dynamic, skilled individuals who bring neighborhoods to life by conceiving of and constructing environments where people connect and build memories.
Join a world class team
We have built a culture rooted in collaboration and execution - and experience! We have deep backgrounds in finance, technology and construction and a fast-growing customer base. We have the momentum, team, and vision to win in this massive market. We’d love for you to join us.
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Role Summary
As our Customer Success Manager, you’ll be the primary advocate and partner for our SMB customers from Day 1 onward. Reporting to the CEO and collaborating closely with our existing team of CSMs, you’ll own the end-to-end onboarding experience and drive ongoing adoption, value realization, and renewal. You’ll build deep relationships with customers, understand their business goals, and proactively guide them to success with Adaptive. This is an individual-contributor role with ample opportunity to shape our customer success practices and grow your career alongside our fast-growing team.
Responsibilities
Onboarding & Implementation
Lead kickoff calls, discovery sessions, and trainings to ensure a smooth, efficient product launch.
Customize implementation plans to align with each customer’s workflows and objectives.
Develop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.
Customer Relationship Management
Serve as the day-to-day point of contact, building trusted advisor relationships.
Conduct regular business reviews to track adoption metrics, usage patterns, and ROI.
Identify at-risk customers early and execute retention strategies to maximize renewals.
Adoption & Growth
Analyze customer data to surface upsell and cross-sell opportunities.
Collaborate with Sales on expansion plays and with Product on feature requests.
Champion customer feedback across the organization to inform roadmap priorities.
Process Improvement & Automation
Continuously refine our success playbooks and workflows for scalability.
Partner with Engineering to automate repetitive tasks and standardize best practices.
Implement metrics and dashboards to monitor health scores and team performance.
Cross-Functional Collaboration
Work alongside Support and Engineering to resolve complex issues.
Liaise with Marketing to develop case studies, testimonials, and referenceable success stories.
Share customer insights in weekly leadership meetings to align on strategy.
Qualifications
3 + years of SaaS Customer Success, Onboarding, or Enablement experience
Demonstrated track record of managing full-lifecycle customer relationships, driving retention and growth
Exceptional verbal and written communication skills, with an ability to simplify complex concepts
Data-driven mindset; comfortable using CRMs, reporting tools, and customer health platforms
Highly organized, self-starter attitude; thrives in a fast-paced, evolving environment
Bonus: experience in construction, real estate, accounting, or related verticals
What we offer
Competitive salary plus meaningful equity
Comprehensive health, dental, and vision insurance
401(k) match and flexible PTO policy
Fully remote or hybrid work options; flexible hours
A seat at the table in a rapidly scaling fintech startup
Unlimited opportunities for professional growth and leadership
Compensation: $100k OTE with $80k base
