Job details

Customer Success Manager

ABOUT US

Trusted 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.

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.

UpCodes Glassdoor Company Review

5.0

UpCodes DE&I Review

5.0

CEO of UpCodes

Unknown name

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Average salary estimate

$90000 / YEARLY (est.)

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$80000K

$100000K

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What You Should Know About Customer Success Manager, UpCodes

Join UpCodes as a Customer Success Manager, where you’ll not only expand your career but also make a real difference in the construction industry! At UpCodes, we're on a mission to simplify compliance and product research for architects, engineers, and builders. With over 800,000 users relying on our innovative platform, you'll be at the heart of a team that helps professionals spend less time on red tape and more time on what they truly love—designing and building. As a founding Customer Success Manager, your role will empower you to forge strong relationships with our clients. You’ll lead them through the onboarding process, ensuring they harness the full power of our tools. Your responsibilities will include facilitating engaging product demos, providing ongoing support, and creating valuable resources that make our clients' lives easier. Imagine being the trusted advisor that helps them navigate their daily workflows and maximize their experience with UpCodes! We’re looking for someone who thrives in a fast-paced startup environment, eager to collaborate across departments like Support, Product, and Engineering. You’ll be crucial in driving customer-centric initiatives, shaping the Customer Success team’s processes, and ultimately enhancing how we deliver value to our users. If you have at least three years of experience in a similar role and are ready to take on a dynamic challenge, come be a part of our mission to make a real-world impact in the AEC industry!

Frequently Asked Questions (FAQs) for Customer Success Manager Role at UpCodes

What are the responsibilities of a Customer Success Manager at UpCodes?

As a Customer Success Manager at UpCodes, your primary responsibilities will include onboarding new clients, ensuring they successfully implement our platform, and developing lasting relationships that drive further adoption. Additionally, you will lead product demonstrations and training sessions, build self-service resources like webinars and guides, and help alleviate any support workload when necessary.