{"id":445502,"url":"https://alion.io/job/adaptive-customer-success-manager","title":"Customer Success Manager","company":{"id":4410,"name":"Adaptive","domain":"adaptive.com","url":"https://alion.io/company/adaptive","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":{"grade":"B","score":75,"open_postings":8,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-10-29T05:49:05Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Boston, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":90000,"max":110000,"currency":"USD","period":"year","gross":null,"usd_annual":110000},"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"AI Agents","optional":false},{"name":"Human-in-the-Loop","optional":false},{"name":"Prompt Engineering","optional":false},{"name":"QuickBooks","optional":false}],"status":"live","first_seen_at":"2026-07-09T17:51:36Z","employer_posted_date":"2026-07-09","last_verified_at":"2026-10-30T03:21:00Z","board_verified":true,"closed_at":null,"days_open":112,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":111},"description":"What we do\nAdaptive is a vertical AI company of 50, building the agentic operating system for the $2 trillion U.S. construction industry. We work with over 1,000 customers, partner with over 50 accounting firms, and have raised $26m from Emergence, a16z, and other top funds.\nWhy join us?\nWin a massive category that's up for grabs. Construction is among the least digitized industries left, and no AI king has been crowned. With our momentum, team, and backing, we are in position to be that company\nBuild a moat that compounds. We orchestrate multi-stakeholder workflows across an industry that today runs on paper, email, and phone calls. Every process we manage generates data no one else has. That data makes each new use case easier to expand to, while building a compounding moat\nWork with the rare team that can pull this off. Winning here takes deep construction knowledge and deep AI fluency in the same room. That intersection is rare, and we have it with backgrounds across finance, technology, and construction\nServe the people building the world around you. Your favorite local café. The new house on the corner. The massive new skyscraper at Central Park South. All built by our customers: skilled, creative people who have spent their lives bringing neighborhoods to life\nRole Summary\nAs a Customer Success Manager at Adaptive, you'll be the primary advocate, technical partner, and growth driver for our customers from Day 1 onward. Reporting to the Manager of Customer Success and collaborating closely with our existing team of CSMs, you'll own the end-to-end onboarding experience, drive ongoing adoption and value realization, and grow each account by expanding the team of AI agents running their accounting.\nAdaptive's Project Accounting Agents run construction accounting 24/7, and customers can start with a single agent or hire the full team. A core part of this role is knowing each customer's workflows well enough to spot where an additional agent - a Billings Clerk, an AP Clerk, a WIP and Forecasting Analyst, and beyond - will unlock more value, and then leading that expansion. You'll need to be technical enough to configure agents, guide integrations with customers' PM and ERP systems, and troubleshoot alongside our engineers.\nAbove all, this role is for someone who builds with AI rather than just talks about it - you'll be hands-on with the agents every day, shaping how they map to real customer workflows. This is an individual contributor role with ample opportunity to shape our customer success practices and grow your career alongside a fast-growing team.\nResponsibilities\nOnboarding & Technical Implementation\nLead kickoff calls, discovery sessions, and training to ensure a smooth, efficient product launch.\n\nOwn the technical setup: configure agents, connect and validate integrations with customers' PM/ERP systems, and map each customer's accounting workflows to the right agents.\n\nDecompose each customer's messy, real-world accounting process into agent logic - defining triggers, tools, approval gates, override paths, and dry-run modes - and decide where automation is safe versus where a human stays in the loop.\n\nCustomize implementation plans to align with each customer's workflows and objectives.\n\nDevelop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.\n\nCustomer Relationship Management\nServe as the day-to-day point of contact and trusted technical advisor.\n\nConduct regular business reviews to track adoption metrics, agent performance, usage patterns, and ROI.\n\nIdentify at-risk customers early and execute retention strategies to maximize renewals.\n\nAdoption & Expansion\nOwn expansion within your book of business: identify where additional agents will drive value and lead the upsell from initial agents to the full team.\n\nAnalyze customer data and agent output to surface concrete upsell and cross-sell opportunities.\n\nPartner with Sales on expansion plays and with Product on feature requests, and carry expansion targets tied to net revenue retention.\n\nChampion customer feedback across the organization to inform roadmap priorities.\n\nTechnical Enablement & Troubleshooting\nPartner with Engineering to diagnose and resolve agent behavior, output quality, and integration issues.\n\nTune agent configurations, prompts, and workflows as customer needs evolve, and refine agent logic when edge cases surface.\n\nExercise judgment about where automation is performing reliably versus where an output needs human review, and adjust approval gates and override paths accordingly.\n\nTranslate between customer requirements and technical implementation, so customers always understand what their agents are doing and why.\n\nProcess Improvement & Automation\nContinuously refine our success playbooks and workflows for scalability.\n\nBuild with AI to automate repetitive parts of your own workflow, and partner with Engineering to standardize best practices across the team.\n\nImplement metrics and dashboards to monitor health scores, agent performance, and team performance.\n\nCross-Functional Collaboration\nWork alongside Support and Engineering to resolve complex issues.\n\nLiaise with Marketing to develop case studies, testimonials, and referenceable success stories.\n\nShare customer insights in weekly leadership meetings to align on strategy.\n\nQualifications\nAI fluency. You build with AI, not just talk about it. You have hands-on experience using LLMs as a working instrument - prompt engineering, agent architecture, and skill/workflow design. You know how to decompose a messy human process into agent logic (triggers, tools, approval gates, override paths, dry-run modes), and you have judgment about where automation is reliable versus where it needs a human in the loop.\n\n3+ years of SaaS Customer Success, Onboarding, or Enablement experience.\n\nDemonstrated track record of managing full-lifecycle customer relationships and driving both retention and expansion revenue (upsell/cross-sell).\n\nTechnical aptitude: comfortable configuring software, working with integrations and APIs, reading and interpreting data, and troubleshooting technical issues directly with customers and engineers.\n\nExceptional verbal and written communication skills, with an ability to simplify complex technical concepts.\n\nData-driven mindset; comfortable using CRMs, reporting tools, and customer health platforms.\n\nHighly organized, self-starter attitude; thrives in a fast-paced, evolving environment.\n\nBonus: experience in construction, real estate, accounting, or related verticals; familiarity with PM/ERP systems (e.g., Procore, Sage, QuickBooks); or a background working with AI/automation products.\n\nWhat We Offer\nCompetitive salary plus meaningful equity\n\nComprehensive health, dental, and vision insurance\n\n401(k) match and flexible PTO policy\n\nA seat at the table in a rapidly scaling fintech startup\n\nUnlimited opportunities for professional growth and leadership\n\nIn-Office Mandate\nThis role requires you to work Monday-Thursday in our Boston office located at 10 High Street.","description_format":"text","description_chars":7066,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Equity","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["AI Agents","Construction Management Software"],"lifecycle":[{"event":"open","at":"2026-09-06T07:42:23Z"}],"visa":[],"liveness":{"score":7,"band":"cold","label":"Long shot","p_open":1,"p_active":0.244,"p_room":0.28,"age_days":111,"expected_fill_days":24,"reasons":["conf:0","win:tail","crowd:"],"computed_at":"2026-10-29T05:49:05Z"},"pay":{"stated_usd_annual":110000,"is_top_pay":true},"html_url":"https://alion.io/job/adaptive-customer-success-manager","json_url":"https://alion.io/job/adaptive-customer-success-manager.json","meta":{"generated_at":"2026-10-30T05:02:03Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":7087,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-31T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":4410},"rest":"https://alion.io/mcp/rest/get_company?id=4410"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fadaptive-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fadaptive-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fadaptive-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/adaptive-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fadaptive-customer-success-manager"}],"agent":{"mcp":"https://alion.io/mcp/jobs","mcp_open":"https://alion.io/mcp/open","next":[{"tool":"get_job","arguments":{"id":445502}},{"tool":"search_jobs","arguments":{"company":"adaptive.com","detail":"compact"}},{"tool":"match_people","arguments":{"job_id":445502},"note":"people open to offers who fit this vacancy"}],"note":"The same data through MCP tools: https://alion.io/mcp/open needs no sign-in (compact searches, postings, people); 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