Customer Success Manager

Customer Success Manager

As our Customer Success Manager, you'll be the primary advocate and partner for our SMB customers from Day 1 onward. Reporting to the VP of Sales 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.

Responsibilities:

• Onboarding & Implementation
• Lead kickoff calls, discovery sessions, and trainings 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.

Qualifications:

• 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
• Bonus: experience in construction, real estate, accounting, or related verticals

What We Offer:

• Competitive salary plus meaningful equity
• Comprehensive health, dental, and vision insurance
• 401(k) match and flexible PTO policy
• A seat at the table in a rapidly scaling fintech startup
• Unlimited opportunities for professional growth and leadership

Compensation:

The compensation for this role is $110k OTE, including a $80k base plus top-tier equity and benefits.

In Office Mandate:

This role requires you to work Monday - Thursday in our Boston office located at 10 High Street.