Customer Success Manager

Handoff•Austin, TX

About The Position

Handoff is the AI agent that runs a construction company. We help remodelers automate estimating, streamline operations, and win more work - backed by real-time cost data, intuitive design, and workflows that âspeak contractor.â With over 10,000 monthly active users and $6B in annualized project volume already flowing through our platform, weâre becoming the trusted partner for the people who build our homes. We are backed by $25M+ raised from Y Combinator, Initialized, and Greycroft. Our team is distributed across hubs in Austin, SÃ£o Paulo, and Buenos Aires, and we are deeply focused on building intuitive, high-impact solutions that make a real difference for our users. Customer Success Manager at Handoff Weâre hiring a Customer Success Manager to lead high-impact implementations and drive revenue expansion across our Business-tier customer base. Youâll own onboarding from day one, run structured training sessions, and help customers unlock the full value of Handoffâultimately boosting engagement, retention, and Net Dollar Retention (NDR). This role is ideal for someone who thrives in fast-paced SaaS environments and knows how to turn product adoption into business outcomes. Youâll proactively identify usage gaps, resolve support issues, and collaborate cross-functionally to turn insights into action. If youâre data-driven, process-oriented, and motivated to help customers succeed and spend more, we want to meet you.

Requirements

3+ years of experience in customer success, account management, or revenue-focused CS roles
Experience working with SMB customers in a high-volume, transactional SaaS environment
Comfortable running multiple onboarding sessions per day when needed
Proven experience owning customer relationships beyond onboarding, including retention and upsell
Strong communicator who can guide customers through both structured onboarding and open-ended strategic conversations
Highly organized and able to manage competing priorities across onboarding, support, and account ownership
Data-driven mindset with strong CRM hygiene (HubSpot experience preferred)
Comfortable with ambiguity and evolving scope in a growing startup environment

Nice To Haves

Experience in construction, field services, or vertical SaaS

Responsibilities

Run structured, high-touch onboarding sessions to activate new customers and hit implementation milestones
Own all follow-ups and next steps post-onboardingâensuring continued adoption and usage growth
Maintain accurate, detailed CRM records in HubSpot for every customer interaction and outcome
Proactively identify expansion opportunities and drive feature adoption to increase transactional revenue
Resolve support issues quickly and empathetically, reducing friction and boosting satisfaction
Collaborate with Product, Sales, and Support to align on customer needs and feedback
Provide customer insights that lead to product improvements and feature prioritization
Be a trusted advisor to SMB customers, ensuring long-term retention and measurable ROI