Manager of Customer Success

Handoff•Austin, TX

About The Position

Why join us? 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 “speak contractor.” With over 10,000 monthly active users and $6B in annualized project volume already flowing through our platform, we’re 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, São Paulo, and Buenos Aires, and we are deeply focused on building intuitive, high-impact solutions that make a real difference for our users. Manager of Customer Success at Handoff We’re hiring a Manager of Customer Success to build and scale our entire post-sale engine from the ground up. This is a foundational role where you’ll design the systems, processes, and playbooks that drive onboarding, adoption, retention, and expansion across our customer base. In this role, you’ll own everything from implementation and training to support, account management, and renewal strategy—turning a fragmented customer experience into a structured, measurable, and scalable growth function. This role is ideal for someone who thrives in 0→1 environments, enjoys building systems from scratch, and wants to have a direct impact on revenue through customer success.

Requirements

3–5 years of relevant management experience in Customer Success, Customer Support, or Account Management.
Proven experience building or scaling CS programs in early-stage or ambiguous environments (0→1 or 1→10)
Hands-on experience designing systems such as onboarding programs, training initiatives, help centers, or health scoring models
Strong operational mindset—able to turn ambiguity into structured workflows and repeatable processes
Experience owning or contributing to retention, renewals, and expansion (upsell/cross-sell)
Comfortable working with CS tools (e.g., HubSpot, Salesforce, Intercom, Zendesk, Notion)
Data-driven, with experience tracking KPIs and using insights to drive decisions
Strong cross-functional collaborator with excellent communication skills
Proven ability to lead, coach, and develop high-performing teams
High ownership mentality with a bias toward action and accountability

Nice To Haves

Experience working with SMB customers; bonus if in construction, home services, or similar industries

Responsibilities

Build the Customer Success foundation
Design and deploy a structured onboarding and implementation program from closed-won through go-live
Define milestones, ownership, and time-to-value benchmarks
Create scalable customer education systems
Build onboarding programs (bootcamps, webinars, guided sessions) to drive activation and adoption
Develop and maintain a help center, knowledge base, and video content library
Establish customer health and feedback systems
Define and implement a customer health scoring model with leading indicators and risk signals
Launch NPS/CSAT programs and integrate feedback into product and CS workflows
Own retention and expansion strategy
Build proactive retention and renewal processes, including risk identification and save playbooks
Develop upsell and cross-sell playbooks with clear triggers, messaging, and workflows
Lead customer support and service quality
Define support workflows, SLAs, escalation paths, and service standards
Improve response quality and ensure support becomes a strategic lever for retention
Operationalize account management
Create structured touchpoints and relationship management cadences across the customer lifecycle
Ensure consistent value delivery and adoption tracking
Drive metrics and visibility
Own KPIs across onboarding, support, retention, and expansion
Build reporting systems that provide clear visibility into customer health and performance
Build and lead the team
Manage, coach, and develop customer-facing team members
Establish performance standards and a culture of ownership and accountability
Partner cross-functionally
Collaborate with Sales, Product, and Leadership to improve customer outcomes and internal alignment
Surface customer insights to influence product and business decisions