Adapts
Company Description
Adapts is revolutionizing software maintenance by powering an Enterprise Code Knowledge Base to support engineering teams. By converting legacy code into thorough developer documentation, including specs and diagrams, Adapts drastically reduces onboarding time and preserves valuable knowledge. Our platform enables software engineering teams to spend less time on maintenance tasks, accelerating innovation and simplifying complex codebase management.
About the Role We are seeking a
Customer Success Manager
to join as the
founding CSM at Adapts , focused on building and scaling our enterprise customer success function. You will own the full post-sales journey - onboarding, adoption, value realization, expansion, and renewal - for some of the world’s most complex enterprises.
This is a high-impact, strategic role where you’ll work closely with executives, engineering leaders, and practitioners at customer organizations. You’ll also partner with Product, Sales, and Engineering internally to ensure Adapts is delivering meaningful outcomes. As the founding CSM, you’ll have the opportunity to shape processes, best practices, and playbooks for the long-term growth of the Customer Success function.
Key Responsibilities
Customer Engagement & Advocacy: Serve as the trusted advisor for enterprise customers, from onboarding to renewal.
Build strong relationships with technical teams and executive stakeholders (CIOs, CTOs, Engineering Directors).
Conduct regular business reviews (QBRs/EBRs) to demonstrate value, surface insights, and align roadmaps.
Champion customer needs internally, influencing product roadmap and strategy.
Onboarding & Value Realization
Lead structured onboarding and enablement for new enterprise accounts, ensuring fast time-to-value.
Map customer business goals to Adapts outcomes; create and execute tailored Customer Success Plans.
Ensure customers adopt best practices in leveraging Adapts’ Code-to-Wiki solution to accelerate engineering productivity.
Growth, Retention & Renewals
Proactively manage account health, identifying risks early and executing mitigation strategies.
Drive retention by demonstrating ongoing value and maximizing adoption.
Partner with Sales to identify expansion opportunities through new use cases, additional teams, or wider adoption.
Foundational CS Leadership
Define and implement core CS processes (health monitoring, adoption playbooks, risk tracking, renewal workflows).
Establish metrics and reporting frameworks to track customer outcomes and drive continuous improvement.
Mentor future CSM hires and contribute to building a scalable Customer Success organization.
Minimum Qualifications
8+ years in Customer Success, Account Management, Consulting, or Solution Architecture, with enterprise SaaS experience.
Proven success managing large, complex enterprise accounts (ideally in software engineering, developer tools, or infrastructure domains).
Strong technical acumen - ability to understand software development workflows, codebase challenges, and enterprise integration requirements.
Experience building CS processes from the ground up at a startup or high-growth company.
Excellent communication and executive presence, with ability to influence C-level stakeholders and build trust across technical and business teams.
Preferred Qualifications
Experience in developer productivity, DevTools, documentation platforms, or AI-driven enterprise software.
Familiarity with Customer Success platforms (e.g., Gainsight, Totango, Catalyst, ChurnZero) and CRM systems (e.g., HubSpot).
Prior experience as a founding CSM or early member of a Customer Success team at a startup.
Why Join Us?
Be the
founding CSM
at a rapidly growing company, with the opportunity to shape the Customer Success function from the ground up.
Work closely with cutting-edge AI technology that is transforming enterprise software engineering.
Collaborate with a passionate, innovative team committed to solving one of the hardest problems in software: making legacy code understandable.
Competitive compensation, and benefits - The base pay would be in the range of $80,000 - $110,000. This range is merely an estimate, and the width of the range reflects willingness to consider candidates with broad prior seniority. Actual compensation may deviate from this range based on skills, experience, and qualifications.
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About the Role We are seeking a
Customer Success Manager
to join as the
founding CSM at Adapts , focused on building and scaling our enterprise customer success function. You will own the full post-sales journey - onboarding, adoption, value realization, expansion, and renewal - for some of the world’s most complex enterprises.
This is a high-impact, strategic role where you’ll work closely with executives, engineering leaders, and practitioners at customer organizations. You’ll also partner with Product, Sales, and Engineering internally to ensure Adapts is delivering meaningful outcomes. As the founding CSM, you’ll have the opportunity to shape processes, best practices, and playbooks for the long-term growth of the Customer Success function.
Key Responsibilities
Customer Engagement & Advocacy: Serve as the trusted advisor for enterprise customers, from onboarding to renewal.
Build strong relationships with technical teams and executive stakeholders (CIOs, CTOs, Engineering Directors).
Conduct regular business reviews (QBRs/EBRs) to demonstrate value, surface insights, and align roadmaps.
Champion customer needs internally, influencing product roadmap and strategy.
Onboarding & Value Realization
Lead structured onboarding and enablement for new enterprise accounts, ensuring fast time-to-value.
Map customer business goals to Adapts outcomes; create and execute tailored Customer Success Plans.
Ensure customers adopt best practices in leveraging Adapts’ Code-to-Wiki solution to accelerate engineering productivity.
Growth, Retention & Renewals
Proactively manage account health, identifying risks early and executing mitigation strategies.
Drive retention by demonstrating ongoing value and maximizing adoption.
Partner with Sales to identify expansion opportunities through new use cases, additional teams, or wider adoption.
Foundational CS Leadership
Define and implement core CS processes (health monitoring, adoption playbooks, risk tracking, renewal workflows).
Establish metrics and reporting frameworks to track customer outcomes and drive continuous improvement.
Mentor future CSM hires and contribute to building a scalable Customer Success organization.
Minimum Qualifications
8+ years in Customer Success, Account Management, Consulting, or Solution Architecture, with enterprise SaaS experience.
Proven success managing large, complex enterprise accounts (ideally in software engineering, developer tools, or infrastructure domains).
Strong technical acumen - ability to understand software development workflows, codebase challenges, and enterprise integration requirements.
Experience building CS processes from the ground up at a startup or high-growth company.
Excellent communication and executive presence, with ability to influence C-level stakeholders and build trust across technical and business teams.
Preferred Qualifications
Experience in developer productivity, DevTools, documentation platforms, or AI-driven enterprise software.
Familiarity with Customer Success platforms (e.g., Gainsight, Totango, Catalyst, ChurnZero) and CRM systems (e.g., HubSpot).
Prior experience as a founding CSM or early member of a Customer Success team at a startup.
Why Join Us?
Be the
founding CSM
at a rapidly growing company, with the opportunity to shape the Customer Success function from the ground up.
Work closely with cutting-edge AI technology that is transforming enterprise software engineering.
Collaborate with a passionate, innovative team committed to solving one of the hardest problems in software: making legacy code understandable.
Competitive compensation, and benefits - The base pay would be in the range of $80,000 - $110,000. This range is merely an estimate, and the width of the range reflects willingness to consider candidates with broad prior seniority. Actual compensation may deviate from this range based on skills, experience, and qualifications.
#J-18808-Ljbffr