Manager of Customer Success Austin, TX Customer Success

Manager of Customer Success

Austin, TX Onsite Customer Success

Handoff is the AI agent that runs a construction company. We help remodelers automate estimating, streamline operations, and win more work — backed by real-time cost data, intuitive design, and workflows that "speak contractor." With over 10,000 monthly active users and $6B in annualized project volume already flowing through our platform, we’re becoming the trusted partner for the people who build our homes.

We are backed by $25M+ raised from Y Combinator, Initialized, and Greycroft. Our team is distributed across hubs in Austin, São Paulo, and Buenos Aires, and we are deeply focused on building intuitive, high‑impact solutions that make a real difference for our users.

We’re hiring a Manager of Customer Success to build and scale our entire post‑sale engine from the ground up. This is a foundational role where you’ll design the systems, processes, and playbooks that drive onboarding, adoption, retention, and expansion across our customer base.

In this role, you’ll own everything from implementation and training to support, account management, and renewal strategy—turning a fragmented customer experience into a structured, measurable, and scalable growth function.

This role is ideal for someone who thrives in 0→1 environments, enjoys building systems from scratch, and wants to have a direct impact on revenue through customer success.

• Build the Customer Success foundation
• Design and deploy a structured onboarding and implementation program from closed‑won through go‑live
• Define milestones, ownership, and time‑to‑value benchmarks
• Create scalable customer education systems
• Build onboarding programs (bootcamps, webinars, guided sessions) to drive activation and adoption
• Develop and maintain a help center, knowledge base, and video content library
• Establish customer health and feedback systems
• Define and implement a customer health scoring model with leading indicators and risk signals
• Launch NPS/CSAT programs and integrate feedback into product and CS workflows
• Own retention and expansion strategy
• Build proactive retention and renewal processes, including risk identification and save playbooks
• Develop upsell and cross‑sell playbooks with clear triggers, messaging, and workflows
• Lead customer support and service quality
• Define support workflows, SLAs, escalation paths, and service standards
• Improve response quality and ensure support becomes a strategic lever for retention
• Operationalize account management
• Create structured touchpoints and relationship management cadences across the customer lifecycle
• Ensure consistent value delivery and adoption tracking
• Drive metrics and visibility
• Own KPIs across onboarding, support, retention, and expansion
• Build reporting systems that provide clear visibility into customer health and performance
• Build and develop the team
• Manage, coach, and develop customer‑facing team members
• Establish performance standards and a culture of ownership and accountability
• Partner cross‑functionally
• Collaborate with Sales, Product, and Leadership to improve customer outcomes and internal alignment
• Surface customer insights to influence product and business decisions

• 3–5 years of relevant management experience in Customer Success, Customer Support, or Account Management.
• Proven experience building or scaling CS programs in early‑stage or ambiguous environments (0→1 or 1→10).
• Hands‑on experience designing systems such as onboarding programs, training initiatives, help centers, or health scoring models.
• Strong operational mindset—able to turn ambiguity into structured workflows and repeatable processes.
• Experience owning or contributing to retention, renewals, and expansion (upsell/cross‑sell).
• Comfortable working with CS tools (e.g., Hub Spot, Salesforce, Intercom, Zendesk, Notion).
• Data‑driven, with experience tracking KPIs and using insights to drive decisions.
• Strong cross‑functional collaborator with excellent communication skills.
• Experience working with SMB customers; bonus if in construction, home services, or similar industries.
• Proven ability to lead, coach, and develop…