Manager of Customer Success

Handoff is an AI agent that runs a construction company, helping remodelers automate estimating and streamline operations. They are seeking a Manager of Customer Success to build and scale their post-sale engine, focusing on onboarding, adoption, retention, and expansion across their customer base.

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