Customer Success Manager

ABOUT US

Trusted by 900,000 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. As a founding Customer Success Manager (CSM), you'll have the opportunity to make a meaningful impact by helping customers experience how UpCodes can enhance their daily workflows, drive value, and foster long-term relationships. You’ll be the primary point of contact for clients, working closely with teams across Support, Product, Engineering, Operations, and Sales to ensure seamless implementation and adoption. This includes leading impactful product demos and trainings, offering hands-on assistance, and creating resources that help clients quickly resolve common issues.

WHAT YOU’LL DO 

As a Customer Success Manager at UpCodes, you’ll be responsible for:

• Success and Adoption: Partner with new accounts to ensure smooth onboarding and successful implementation while nurturing existing client relationships to drive ongoing adoption and uncover growth opportunities.

• Customer-Centric Initiatives: Act as the “glue” between our customers and internal teams, building strong client relationships and leading cross-functional initiatives, such as journey mapping and product feedback sessions, to foster a culture of customer-centricity.

• Shape Customer Success at UpCodes: Build processes and standards defining the CSM function, delivering proactive and efficient support to meet diverse client needs.

• Lead Product Demos and Training: Conduct demos to highlight our evolving feature set and empower clients to get the most value from UpCodes.

• Build Self-Service Resources: Develop resources like webinars, guides, and knowledge-base articles to empower users and support self-service.

• Alleviate Support Workload: Cover support channels when needed and ensure rapid responses to client inquiries, stepping into multiple roles in our startup environment to maintain a seamless customer experience.

YOU MUST HAVE

• Customer Success Expertise: Minimum of three years of experience in a Customer Success Manager role at a SaaS company. Candidates with prior experience in the AEC (architecture, engineering, and construction) industry are encouraged to apply.

• Strong Communicator: You excel at making complex topics easy to understand,  engaging clients effectively through video or written content, and advocating for their needs across cross-functional teams.

• Startup Mindset: You are gritty and thrive in a fast-paced startup environment. You're ready to take on any task, big or small, while owning your responsibilities and looking for ways to enhance customer success.

• Collaborative and Cross-Functional: You are comfortable working across multiple functions and coordinating collective wisdom to drive the customer journey and the evolution of our product forward.