Manager of Customer Success

Handoff•Austin, TX

About The Position

Weâre 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 youâll design the systems, processes, and playbooks that drive onboarding, adoption, retention, and expansion across our customer base. In this role, youâll own everything from implementation and training to support, account management, and renewal strategyâturning a fragmented customer experience into a structured, measurable, and scalable growth function. This role is ideal for someone who thrives in 0â1 environments, enjoys building systems from scratch, and wants to have a direct impact on revenue through customer success.

Requirements

3â5 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 (0â1 or 1â10)
Hands-on experience designing systems such as onboarding programs, training initiatives, help centers, or health scoring models
Strong operational mindsetâable 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