{"id":3408977,"url":"https://alion.io/job/upcodes-manager-customer-success","title":"Manager, Customer Success","company":{"id":171967,"name":"UpCodes","domain":"up.codes","url":"https://alion.io/company/upcodes","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Ashby","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"remote","remote_scope":"stated_regions","remote_scope_basis":"board_field","remote_working_hours":null,"hiring_geo_confidence":"inferred","locations":[],"countries":[],"hiring_countries":["US","CA","MX","AI","AG","AW","BS","BB","BZ","BM","VG","BQ","KY","CR","CW","DM","DO","SV","GL","GD","GP","GT","HT","HN","JM","MQ","MS","NI","PA","PR","KN","LC","VC","PM","SX","TT","TC","VI"],"hiring_countries_total":38,"salary":{"min":148500,"max":205000,"currency":"USD","period":"year","gross":null,"usd_annual":205000},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-10-28T16:53:47Z","employer_posted_date":"2026-10-28","last_verified_at":"2026-11-02T18:46:34Z","board_verified":true,"closed_at":null,"days_open":5,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":5},"description":"ABOUT US\nTrusted by 800,000 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.\nABOUT THE ROLE\nUpCodes has grown organically across architecture firms, government agencies, and key players in the AEC industry. We have one Customer Success Manager today, and we’re hiring our first Manager of Customer Success to shape how the function works from here.\nYou’ll define how we measure customer health, set targets for the team, and create the processes that allow Customer Success to scale with our customer base. You’ll also stay hands-on with customers while the team grows.\nWHAT YOU'LL DO\nAs Manager of Customer Success, you’ll have a direct and significant impact on how our customers succeed with UpCodes and how we grow with them. You’ll be responsible for:\nTeam Leadership: Manage and mentor our current CSM, and plan, hire, and train a high-performing team as we grow, ensuring alignment with cross-functional teams such as Sales, Support, and Product.\n\nHands-On Leadership: Until the team is in place, you’ll be on customer calls, running onboardings and trainings, and handling escalations. You’ll stay hands-on as the team grows.\n\nStrategy and KPIs: Work backward from company priorities to set goals for the team. Evaluate our current metrics, such as retention, expansion, and adoption, set ambitious targets for improvement, and lead the team in achieving them.\n\nCustomer Health: Develop a customer health score based on product usage, engagement, and renewal signals, and monitor it regularly to flag at-risk revenue and expansion opportunities early.\n\nScalable Systems: Create the playbooks, workflows, and automations that enable the team to efficiently support a growing customer base.\n\nCustomer Knowledge Base: Build and maintain a knowledge base of guides and help articles so customers can find answers on their own.\n\nReporting and Dashboards: Build reports and dashboards that give the team and leadership clear visibility into customer health and trends.\n\nTHE IDEAL CANDIDATE\nExperience in Customer Success: 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS or tech company, including at least two years managing CSMs.\nHave hired, trained, and mentored team members\n\nHave built a scalable Customer Success system, such as health scoring, playbooks, or lifecycle automation\n\nHave owned KPIs and driven measurable improvements\n\nHave hands-on experience building reports and dashboards\n\nData-driven: You use data to set the right targets and find the most effective solutions. Your decisions are backed by clear, defensible reasoning, but you also appreciate the role of intuition and conviction.\n\nOpen to feedback: You ask for feedback, take it well, and use it to get better. You're comfortable juggling several priorities at once and learning as you go.\n\nYou sweat the small stuff: You notice the details, like a missed follow-up or a messy handoff, and you set a high bar for quality on your team.\n\nNICE TO HAVE\nAI Fluency: You use AI tools in your day-to-day work and have used them to make your team more efficient, whether that’s analyzing account data, building reports, or automating parts of the CS workflow.\n\nStartup Experience: You’ve worked at a fast-moving tech startup or an AI-native company, and you’re comfortable building without a playbook.","description_format":"text","description_chars":3903,"description_truncated":false,"requirements":{"experience_years_min":7,"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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