Manager, Customer Success
This is the employer's own posting, not a copy on a job board.
What we know
Is it still open?
Confirmed still open
Last checked 1d ago — checked against the employer's own applicant tracking system, which is the company answering directly.
We re-read the employer's own applicant tracking system and the posting was still there. That is the company answering directly.
How old is it?
Posted 4d ago
The date the source published, not the day we noticed it (2026-10-28). Last seen at its source 2h ago.
We have tracked this listing since 28 Oct 2026 (4 days). The employer's own board has carried it every time we have read it, most recently 2 hours ago.
Is it remote?
Marked remote on the employer's board
Their board carries a remote setting on this posting — a field they filled in, not wording we read. The location field names somewhere specific, which is usually where the team or the entity sits.
Who may apply?
North America
The description states no restriction of its own. This is the source's own tag.
Pay
$148.5k–205k/yr
Published by the source in its own salary field. Shown in the posting's own currency and period; we never convert.
Skills named in the ad
Recognised terms only, from a fixed vocabulary — this is what CV matching compares against.
Carried by 1 source
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Ashby employer's own board first seen 4d ago · last seen 2h ago
The listing
ABOUT US
Trusted by 800,000 monthly active users, UpCodes (YC S17) is a comprehensive compliance and product research platform that accelerates design to construction in the AEC space. The construction industry suffers from unnecessary costs and complexity; every year billions of dollars are wasted on rework. We’re committed to delivering easy-to-use tools that help designers and builders spend less time finding the right compliance and product resources and more time doing what they love — designing and building. We make a real-world, tangible impact on the lives of our users and their work of constructing our homes, schools, hospitals, and offices.
ABOUT THE ROLE
UpCodes has grown organically across architecture firms, government agencies, and key players in the AEC industry. We have one Customer Success Manager today, and we’re hiring our first Manager of Customer Success to shape how the function works from here.
You’ll define how we measure customer health, set targets for the team, and create the processes that allow Customer Success to scale with our customer base. You’ll also stay hands-on with customers while the team grows.
WHAT YOU'LL DO
As Manager of Customer Success, you’ll have a direct and significant impact on how our customers succeed with UpCodes and how we grow with them. You’ll be responsible for:
Team Leadership: Manage and mentor our current CSM, and plan, hire, and train a high-performing team as we grow, ensuring alignment with cross-functional teams such as Sales, Support, and Product.
Hands-On Leadership: Until the team is in place, you’ll be on customer calls, running onboardings and trainings, and handling escalations. You’ll stay hands-on as the team grows.
Strategy and KPIs: Work backward from company priorities to set goals for the team. Evaluate our current metrics, such as retention, expansion, and adoption, set ambitious targets for improvement, and lead the team in achieving them.
Customer Health: Develop a customer health score based on product usage, engagement, and renewal signals, and monitor it regularly to flag at-risk revenue and expansion opportunities early.
Scalable Systems: Create the playbooks, workflows, and automations that enable the team to efficiently support a growing customer base.
Customer Knowledge Base: Build and maintain a knowledge base of guides and help articles so customers can find answers on their own.
Reporting and Dashboards: Build reports and dashboards that give the team and leadership clear visibility into customer health and trends.
THE IDEAL CANDIDATE
Experience in Customer Success: 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS or tech company, including at least two years managing CSMs.
Have hired, trained, and mentored team members
Have built a scalable Customer Success system, such as health scoring, playbooks, or lifecycle automation
Have owned KPIs and driven measurable improvements
Have hands-on experience building reports and dashboards
Data-driven: You use data to set the right targets and find the most effective solutions. Your decisions are backed by clear, defensible reasoning, but you also appreciate the role of intuition and conviction.
Open to feedback: You ask for feedback, take it well, and use it to get better. You're comfortable juggling several priorities at once and learning as you go.
You sweat the small stuff: You notice the details, like a missed follow-up or a messy handoff, and you set a high bar for quality on your team.
NICE TO HAVE
AI Fluency: You use AI tools in your day-to-day work and have used them to make your team more efficient, whether that’s analyzing account data, building reports, or automating parts of the CS workflow.
Startup Experience: You’ve worked at a fast-moving tech startup or an AI-native company, and you’re comfortable building without a playbook.