Adaptive
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What we do Adaptive is a rapidly growing vertical AI company of 40, building an AI-native ERP for real estate and construction. We serve the small businesses that are building communities across our country – from the favorite local café to the new house on the corner and ADUs helping to solve the housing crisis. Our customers are the people who live in their cities for their entire lives and bring neighborhoods to life through dynamic, skilled construction.
Why join us We have built a culture rooted in collaboration, execution, and experience. With deep backgrounds in finance, technology, and construction, we have a fast‑growing customer base and the momentum, team, and vision to win in this massive market. We’d love for you to join us.
Role Summary As our Customer Success Manager, you’ll be the primary advocate and partner for our SMB customers from Day 1 onward. Reporting to the VP of Sales and collaborating closely with our existing team of CSMs, you’ll own the end‑to‑end onboarding experience and drive ongoing adoption, value realization, and renewal. You’ll build deep relationships, understand business goals, and proactively guide customers to success with Adaptive.
Responsibilities
Onboarding & Implementation
Lead kickoff calls, discovery sessions, and trainings to ensure a smooth product launch.
Customize implementation plans to align with each customer’s workflows and objectives.
Develop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.
Customer Relationship Management
Serve as the day‑to‑day point of contact and build trusted advisor relationships.
Conduct regular business reviews to track adoption metrics and ROI.
Identify at‑risk customers early and execute retention strategies to maximize renewals.
Adoption & Growth
Analyze customer data to surface upsell and cross‑sell opportunities.
Collaborate with Sales on expansion plays and with Product on feature requests.
Champion customer feedback across the organization to inform roadmap priorities.
Process Improvement & Automation
Continuously refine success playbooks and workflows for scalability.
Partner with Engineering to automate repetitive tasks and standardize best practices.
Implement metrics and dashboards to monitor health scores and team performance.
Cross‑Functional Collaboration
Work alongside Support and Engineering to resolve complex issues.
Liaise with Marketing to develop case studies, testimonials, and referenceable success stories.
Share customer insights in weekly leadership meetings to align on strategy.
Qualifications
3+ years of SaaS Customer Success, Onboarding, or Enablement experience.
Demonstrated track record of managing full‑lifecycle customer relationships, driving retention and growth.
Exceptional verbal and written communication skills, with an ability to simplify complex concepts.
Data‑driven mindset; comfortable using CRMs, reporting tools, and customer health platforms.
Highly organized, self‑starter attitude; thrives in a fast‑paced, evolving environment.
Bonus: experience in construction, real estate, accounting, or related verticals.
What we offer
Competitive salary plus meaningful equity.
Comprehensive health, dental, and vision insurance.
401(k) match and flexible PTO policy.
A seat at the table in a rapidly scaling fintech startup.
Unlimited opportunities for professional growth and leadership.
Compensation The compensation for this role is $110k OTE, including a $80k base plus top‑tier equity and benefits.
In Office Mandate This role requires you to work Monday‑Thursday in our Boston office located at 10 High Street.
Employment type Full‑time
Location Boston, MA
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What we do Adaptive is a rapidly growing vertical AI company of 40, building an AI-native ERP for real estate and construction. We serve the small businesses that are building communities across our country – from the favorite local café to the new house on the corner and ADUs helping to solve the housing crisis. Our customers are the people who live in their cities for their entire lives and bring neighborhoods to life through dynamic, skilled construction.
Why join us We have built a culture rooted in collaboration, execution, and experience. With deep backgrounds in finance, technology, and construction, we have a fast‑growing customer base and the momentum, team, and vision to win in this massive market. We’d love for you to join us.
Role Summary As our Customer Success Manager, you’ll be the primary advocate and partner for our SMB customers from Day 1 onward. Reporting to the VP of Sales and collaborating closely with our existing team of CSMs, you’ll own the end‑to‑end onboarding experience and drive ongoing adoption, value realization, and renewal. You’ll build deep relationships, understand business goals, and proactively guide customers to success with Adaptive.
Responsibilities
Onboarding & Implementation
Lead kickoff calls, discovery sessions, and trainings to ensure a smooth product launch.
Customize implementation plans to align with each customer’s workflows and objectives.
Develop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.
Customer Relationship Management
Serve as the day‑to‑day point of contact and build trusted advisor relationships.
Conduct regular business reviews to track adoption metrics and ROI.
Identify at‑risk customers early and execute retention strategies to maximize renewals.
Adoption & Growth
Analyze customer data to surface upsell and cross‑sell opportunities.
Collaborate with Sales on expansion plays and with Product on feature requests.
Champion customer feedback across the organization to inform roadmap priorities.
Process Improvement & Automation
Continuously refine success playbooks and workflows for scalability.
Partner with Engineering to automate repetitive tasks and standardize best practices.
Implement metrics and dashboards to monitor health scores and team performance.
Cross‑Functional Collaboration
Work alongside Support and Engineering to resolve complex issues.
Liaise with Marketing to develop case studies, testimonials, and referenceable success stories.
Share customer insights in weekly leadership meetings to align on strategy.
Qualifications
3+ years of SaaS Customer Success, Onboarding, or Enablement experience.
Demonstrated track record of managing full‑lifecycle customer relationships, driving retention and growth.
Exceptional verbal and written communication skills, with an ability to simplify complex concepts.
Data‑driven mindset; comfortable using CRMs, reporting tools, and customer health platforms.
Highly organized, self‑starter attitude; thrives in a fast‑paced, evolving environment.
Bonus: experience in construction, real estate, accounting, or related verticals.
What we offer
Competitive salary plus meaningful equity.
Comprehensive health, dental, and vision insurance.
401(k) match and flexible PTO policy.
A seat at the table in a rapidly scaling fintech startup.
Unlimited opportunities for professional growth and leadership.
Compensation The compensation for this role is $110k OTE, including a $80k base plus top‑tier equity and benefits.
In Office Mandate This role requires you to work Monday‑Thursday in our Boston office located at 10 High Street.
Employment type Full‑time
Location Boston, MA
#J-18808-Ljbffr