{"id":368057,"url":"https://alion.io/job/foundation-customer-success-managerlead","title":"Customer Success Manager/Lead","company":{"id":27310,"name":"Foundation","domain":"foundation.ai","url":"https://alion.io/company/foundation","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":3,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-11-10T06:52:35Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"lead","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["San Francisco, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Shopify","optional":false}],"status":"live","first_seen_at":"2026-02-10T00:45:10Z","employer_posted_date":"2026-02-10","last_verified_at":"2026-11-10T21:46:42Z","board_verified":true,"closed_at":null,"days_open":274,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":273},"description":"Introduction\nFoundation is hiring a customer success executive to accelerate our core business, modernize homebuilding, and help transform the experience of buying, selling, and owning homes.\nAbout Foundation\nBacked by $6.8M in funding from leading VCs (including Y Combinator), Foundation is an ex-Opendoor team transforming residential real estate.\nFoundation’s first product is the native customer experience platform for homebuilders - think “Shopify for Homebuilders.” We work with enterprise-scale homebuilders to deliver a modern digital customer experience, dramatically improving both their customer happiness and the productivity of their teams. In two years, we’ve demonstrated clear product-market fit and rapid growth - all with just contract design support.\nThe Role\nWe’re hiring an experienced Customer Success Manager to own and grow relationships with a portfolio of Foundation customers. This role sits at the intersection of customer success, account management, and onboarding execution. You’ll serve as a trusted partner to customers post-sale-driving adoption, managing ongoing needs, and ensuring customers realize long-term value from the platform.\nYou’ll operate with a high degree of autonomy, managing multiple accounts and priorities while proactively identifying risks, opportunities, and process improvements. You’ll collaborate closely with Product, Engineering, and Operations to resolve issues, influence roadmap decisions through customer feedback, and continuously improve how we onboard and support customers.\nThis role is built for someone who wants real ownership and real impact. As an early member of a growing team, you’ll help define how we work with customers-not just execute an existing playbook. You’ll wear multiple hats, make decisions, and see the direct results of your work as Foundation scales.\nThis is an ideal role for someone with strong SaaS customer experience who thrives in fast-moving environments, enjoys building from ambiguity, and wants meaningful ownership and visibility in a scaling startup.\nWhat You’ll Do\nAccount Ownership & Customer Success\nOwn a portfolio of mid-market to enterprise customers as the primary point of contact post-onboarding.\n\nBuild trusted relationships with customer stakeholders; run regular check-ins, health reviews, and success conversations.\n\nDrive product adoption and value realization by aligning customer goals to platform capabilities.\n\nMonitor account health, usage trends, and engagement metrics; proactively address risks and expansion opportunities.\n\nOnboarding Oversight\nLead or oversee new customer onboarding in partnership with Onboarding and Operations teams.\n\nRun kickoff calls, manage timelines and milestones, coordinate training, and ensure smooth go-lives.\n\nIdentify onboarding risks early and communicate clearly with both customers and internal teams.\n\nSupport & Escalation Management\nAct as an escalation point for complex customer issues, ensuring timely resolution and clear communication.\n\nPartner with Support to maintain strong SLA adherence and customer satisfaction.\n\nCreate clear escalation packets for Product and Engineering, including context, impact, and reproduction steps.\n\nCross-Functional Collaboration & Process Improvement\nServe as the voice of the customer internally-surfacing trends, feature requests, and recurring pain points.\n\nCollaborate with Product and Product Ops to translate customer feedback into actionable insights.\n\nHelp refine onboarding playbooks, success processes, and internal documentation to support scale.\n\nDocumentation, Reporting & Insights\nMaintain accurate account documentation, success plans, and customer notes in CRM tools.\n\nProduce clear internal updates on account health, risks, and wins for leadership.\n\nContribute to knowledge base articles, customer-facing guides, and internal enablement materials.\n\nWhat We’re Looking For\n5-7 years of experience in Customer Success, Account Management, Implementation/Onboarding Management, or a related SaaS customer-facing role at high-growth, venture-backed technology companies\n\nProven experience owning customer relationships and managing multiple accounts simultaneously.\n\nStrong written and verbal communication skills-you can translate technical or product concepts into clear, customer-friendly language.\n\nExperience working cross-functionally with Product, Engineering, and Operations teams.\n\nComfort operating in ambiguity and building structure where processes are still evolving.\n\nStrong organizational and project management skills, with a bias toward proactive follow-through.\n\nFamiliarity with common SaaS tools (CRM, ticketing systems, project tracking tools, analytics dashboards).\n\nU.S. work authorization.\n\nNice to Have\nExperience in vertical SaaS, proptech, or real estate/homebuilding.\n\nExposure to customer success metrics (health scores, retention, expansion, NPS).\n\nExperience contributing to process design or operational improvements.\n\nWho You Are\nA customer advocate who balances empathy with clear expectations and accountability.\n\nComfortable owning outcomes end-to-end, not just tasks.\n\nThoughtful, organized, and proactive in how you manage work and relationships.\n\nEnergized by partnering with customers and shaping how a growing company serves them.","description_format":"text","description_chars":5292,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[{"name":"United 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