Customer Success Manager – Lead

Foundation

Customer Success Manager overseeing a portfolio of enterprise customers at a proptech startup. Leading onboarding, account management, and cross-functional collaboration for customer success.

Posted 7/27/2026full-timeSan Francisco • California • 🇺🇸 United StatesSeniorWebsite

About the role

Key responsibilities & impact

Own a portfolio of mid-market to enterprise customers as the primary point of contact post-onboarding.
Build trusted relationships with customer stakeholders; run regular check-ins, health reviews, and success conversations.
Drive product adoption and value realization by aligning customer goals to platform capabilities.
Monitor account health, usage trends, and engagement metrics; proactively address risks and expansion opportunities.
Lead or oversee new customer onboarding in partnership with Onboarding and Operations teams.
Run kickoff calls, manage timelines and milestones, coordinate training, and ensure smooth go-lives.
Identify onboarding risks early and communicate clearly with both customers and internal teams.
Act as an escalation point for complex customer issues, ensuring timely resolution and clear communication.
Partner with Support to maintain strong SLA adherence and customer satisfaction.
Create clear escalation packets for Product and Engineering, including context, impact, and reproduction steps.
Serve as the voice of the customer internally—surfacing trends, feature requests, and recurring pain points.
Collaborate with Product and Product Ops to translate customer feedback into actionable insights.
Help refine onboarding playbooks, success processes, and internal documentation to support scale.
Maintain accurate account documentation, success plans, and customer notes in CRM tools.
Produce clear internal updates on account health, risks, and wins for leadership.
Contribute to knowledge base articles, customer-facing guides, and internal enablement materials.

Requirements

What you’ll need

5–7 years of experience in Customer Success, Account Management, Implementation/Onboarding Management, or a related SaaS customer-facing role at high-growth, venture-backed technology companies
Proven experience owning customer relationships and managing multiple accounts simultaneously.
Strong written and verbal communication skills—you can translate technical or product concepts into clear, customer-friendly language.
Experience working cross-functionally with Product, Engineering, and Operations teams.
Comfort operating in ambiguity and building structure where processes are still evolving.
Strong organizational and project management skills, with a bias toward proactive follow-through.
Familiarity with common SaaS tools (CRM, ticketing systems, project tracking tools, analytics dashboards).
U.S. work authorization.

Benefits

Comp & perks

Flexible work arrangements