Customer Success Manager

Adaptive is a rapidly growing vertical AI company of 40, building an AI-native ERP for real estate and construction. We have grown rapidly to over 600 customers and have raised $26m from Emergence, a16z, and other top funds, as well as a collection of angels from companies like Brex, Ramp, Airbase, Square, and Shopify.

We serve the small businesses that are building communities across our country. Your favorite local café, the new house on the corner, or the ADUs helping to solve the housing crisis were all built by our customers--those who have lived in their cities for their entire lives and have a true passion for their craft. These are creative, dynamic, skilled individuals who bring neighborhoods to life by conceiving of and constructing environments where people connect and build memories.

We have built a culture rooted in collaboration, execution, and experience! We have deep backgrounds in finance, technology, and construction, and a fast-growing customer base. We have the momentum, team, and vision to win in this massive market. We'd love for you to join us.

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.

• 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.

• 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

• 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

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

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