Customer Success Manager Mid Market
Job description
About the role
Responsibilities include onboarding customers, defining success, owning relationships, relaying feedback to product and engineering, pushing for upsells and testimonials, and creating CS playbooks and support materials.
Software engineers turn product ideas into working code. Engineers work in small teams, review each other's work, and ship in small batches. Most teams follow agile practices such as sprints and daily standups. Engineers also write tests, fix bugs, and improve performance. The field values clear communication as much as technical skill. Engineers spend part of every week on planning, code review, and debugging, not just writing new code. The ability to explain a technical decision in plain words separates strong engineers from the rest.
Key facts
What you'll do
Customers achieve targeted business outcomes through the product, supported by structured onboarding and success plans that clarify value and adoption milestones. Ownership of customer relationships drives proactive value discovery, identifies expansion opportunities, and strengthens long term partnerships.
Feedback flows to product and engineering teams, validating new launches and informing product decisions through structured insights and user research. Upsell revenue, testimonials, and case studies are pursued to demonstrate customer value, support marketing, and fuel sustainable growth. CS playbooks, support materials, and workflows standardize processes, document best practices, and improve scalability across the customer base.
Requirements
The posting states a bachelor's degree requirement. A degree is required for the role to ensure foundational knowledge for complex product concepts. Strategic thinking enables zooming out to design better approaches to complex problems and align long term customer vision. Presentation skills support speaking to leadership, making business cases, and running QBRs with clear, data driven narratives.
Relentless focus and a strong work ethic help navigate startup challenges, demanding workloads, and fast moving priorities with resilience. Adaptability allows quick learning of the product and industry applications, including nuances of ai and automation tools. Technical savvy supports teaching customers how to use a highly technical product and troubleshooting implementation hurdles. Collaboration works with sales, product, design, and engineering teams to align goals and share context.
Willingness to perform whatever is necessary to win deals is required, from data analysis to executive level discussions. Bonus exposure to Zapier, CRM Automations, or Agents in CS/Support function is noted as a helpful signal.
Practical notes
This is an in-person role in San Francisco requiring collaboration across cross-functional teams in a fast moving environment. The position is early stage, with responsibility for shaping CS processes, systems, and playbooks that define the customer journey. Typical interview steps
Hiring for engineering roles usually starts with a recruiter screen, followed by one or two technical rounds. Candidates often solve a coding problem, discuss past projects, and answer system design questions. Some loops include a take-home task. Final rounds typically cover team fit and give candidates a chance to ask questions. Interviewers look for how you break down an unfamiliar problem, not just whether you reach the answer. Practicing a few problems aloud and reviewing your own past projects are the best preparation.
Good to know
The role operates in a technical industry where complex products are taught to customers through structured training and documentation. Communication skills translate technical concepts for customer success audiences and leadership stakeholders in clear, actionable formats. Startups demand high ownership, fast learning, and hands on problem solving across evolving scenarios. Cross functional collaboration aligns product, sales, and support efforts to deliver consistent customer value. Process design standardizes workflows and supports scalable customer success through repeatable methods and playbooks.
About the company
Construction is one of the largest industries in the world, but it is also one of the least technologically innovative spaces. Conducting fast and accurate cost estimates is a massive pain point because of the tedious nature of takeoffs (measuring & counting materials needed from the drawings).