Customer Success Manager

Job Description Customer Success Manager Handoff - Austin, TX

• Remote

Full-time Posted 12 hours ago Job DescriptionWhy join us?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. Customer Success Manager at Handoff We’re hiring a Customer Success Manager to lead high-impact implementations and drive revenue expansion across our Business-tier customer base. You’ll own onboarding from day one, run structured training sessions, and help customers unlock the full value of Handoff—ultimately boosting engagement, retention, and Net Dollar Retention (NDR). This role is ideal for someone who thrives in fast-paced SaaS environments and knows how to turn product adoption into business outcomes. You’ll proactively identify usage gaps, resolve support issues, and collaborate cross-functionally to turn insights into action. If you’re data-driven, process-oriented, and motivated to help customers succeed and spend more, we want to meet you. What You’ll Do

• Run structured, high-touch onboarding sessions to activate new customers and hit implementation milestones
• Own all follow-ups and next steps post-onboarding—ensuring continued adoption and usage growth
• Maintain accurate, detailed CRM records in HubSpot for every customer interaction and outcome
• Proactively identify expansion opportunities and drive feature adoption to increase transactional revenue
• Resolve support issues quickly and empathetically, reducing friction and boosting satisfaction
• Collaborate with Product, Sales, and Support to align on customer needs and feedback
• Provide customer insights that lead to product improvements and feature prioritization
• Be a trusted advisor to SMB customers, ensuring long-term retention and measurable ROI

About You

• 3+ years of experience in customer success, account management, or revenue-focused CS roles
• Experience working with SMB customers in a high-volume, transactional SaaS environment
• Comfortable running multiple onboarding sessions per day when needed
• Proven experience owning customer relationships beyond onboarding, including retention and upsell
• Strong communicator who can guide customers through both structured onboarding and open-ended strategic conversations
• Highly organized and able to manage competing priorities across onboarding, support, and account ownership
• Data-driven mindset with strong CRM hygiene (HubSpot experience preferred)
• Comfortable with ambiguity and evolving scope in a growing startup environment
• Bonus: Experience in construction, field services, or vertical SaaS

What we offer

• Competitive Salary + Equity
• Unlimited Paid Time Off (PTO)
• 401(k)
• Medical, Dental & Vision Insurance
• Life & Disability Insurance
• Flexible Spending Account (FSA)
• Dependent Care FSA (DC FSA)
• Relocation Allowance
• Top-Notch Equipment
• Team Offsites Around the World

If you’re excited to own growth across a high-impact customer base—and help remodelers scale their businesses through better software—we’d love to meet you. _Handoff is an Equal Opportunity Employer._ Handoff is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Handoff will not tolerate discrimination or harassment based on any of these characteristics. Handoff encourages applicants of all ages. Handoff also participates in E-Verify.