Customer Success Manager

Adaptive•Boston, MA

2d•Hybrid

About The Position

What we do Adaptive is a vertical AI company of 50, building the agentic operating system for the $2 trillion U.S. construction industry. We work with over 1,000 customers, partner with over 50 accounting firms, and have raised $26m from Emergence, a16z, and other top funds. Why join us? Win a massive category that's up for grabs. Construction is among the least digitized industries left, and no AI king has been crowned. With our momentum, team, and backing, we are in position to be that company Build a moat that compounds. We orchestrate multi-stakeholder workflows across an industry that today runs on paper, email, and phone calls. Every process we manage generates data no one else has. That data makes each new use case easier to expand to, while building a compounding moat Work with the rare team that can pull this off. Winning here takes deep construction knowledge and deep AI fluency in the same room. That intersection is rare, and we have it with backgrounds across finance, technology, and construction Serve the people building the world around you. Your favorite local café. The new house on the corner. The massive new skyscraper at Central Park South. All built by our customers: skilled, creative people who have spent their lives bringing neighborhoods to life Role Summary: As our Customer Success Manager, you’ll be the primary advocate and partner for our customers from Day 1 onward. Reporting to the Manager of Customer Success 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.

Requirements

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

Nice To Haves

experience in construction, real estate, accounting, or related verticals

Responsibilities

Onboarding & Implementation: Lead kickoff calls, discovery sessions, and training 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.