ABOUT US
Trusted by 800,000 monthly active users, UpCodes (YC S17) is a comprehensive compliance and product research platform that accelerates design to construction in the AEC space. The construction industry suffers from unnecessary costs and complexity; every year billions of dollars are wasted on rework. We’re committed to delivering easy-to-use tools that help designers and builders spend less time finding the right compliance and product resources and more time doing what they love — designing and building. We make a real-world, tangible impact on the lives of our users and their work of constructing our homes, schools, hospitals, and offices.
ABOUT THE ROLE
UpCodes has grown organically across architecture firms, government agencies, and key players in the AEC industry. We have one Customer Success Manager today, and we’re hiring our first Manager of Customer Success to shape how the function works from here.
You’ll define how we measure customer health, set targets for the team, and create the processes that allow Customer Success to scale with our customer base. You’ll also stay hands-on with customers while the team grows.
WHAT YOU'LL DO
As Manager of Customer Success, you’ll have a direct and significant impact on how our customers succeed with UpCodes and how we grow with them. You’ll be responsible for:
Team Leadership: Manage and mentor our current CSM, and plan, hire, and train a high-performing team as we grow, ensuring alignment with cross-functional teams such as Sales, Support, and Product.
Hands-On Leadership: Until the team is in place, you’ll be on customer calls, running onboardings and trainings, and handling escalations. You’ll stay hands-on as the team grows.
Strategy and KPIs: Work backward from company priorities to set goals for the team. Evaluate our current metrics, such as retention, expansion, and adoption, set ambitious targets for improvement, and lead the team in achieving them.
Customer Health: Develop a customer health score based on product usage, engagement, and renewal signals, and monitor it regularly to flag at-risk revenue and expansion opportunities early.
Scalable Systems: Create the playbooks, workflows, and automations that enable the team to efficiently support a growing customer base.
Customer Knowledge Base: Build and maintain a knowledge base of guides and help articles so customers can find answers on their own.
Reporting and Dashboards: Build reports and dashboards that give the team and leadership clear visibility into customer health and trends.
THE IDEAL CANDIDATE
Experience in Customer Success: 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS or tech company, including at least two years managing CSMs.
Have hired, trained, and mentored team members
Have built a scalable Customer Success system, such as health scoring, playbooks, or lifecycle automation
Have owned KPIs and driven measurable improvements
Have hands-on experience building reports and dashboards
Data-driven: You use data to set the right targets and find the most effective solutions. Your decisions are backed by clear, defensible reasoning, but you also appreciate the role of intuition and conviction.
Open to feedback: You ask for feedback, take it well, and use it to get better. You're comfortable juggling several priorities at once and learning as you go.
You sweat the small stuff: You notice the details, like a missed follow-up or a messy handoff, and you set a high bar for quality on your team.
NICE TO HAVE
AI Fluency: You use AI tools in your day-to-day work and have used them to make your team more efficient, whether that’s analyzing account data, building reports, or automating parts of the CS workflow.
Startup Experience: You’ve worked at a fast-moving tech startup or an AI-native company, and you’re comfortable building without a playbook.
Skills Required
- 7+ years of experience in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS or technology company
- At least 2 years of experience managing Customer Success Managers
- Experience hiring, training, and mentoring team members
- Experience building scalable Customer Success systems, such as health scoring, playbooks, or lifecycle automation
- Experience owning KPIs and driving measurable improvements
- Hands-on experience building reports and dashboards
- Data-driven decision-making and target setting
- Ability to manage multiple priorities and respond constructively to feedback
- Strong attention to detail and quality standards
- Experience using AI tools to improve team efficiency
- Experience at a fast-moving technology startup or AI-native company
What We Do
UpCodes is an all-in-one platform for code visibility and access, enabling structured code research, and encouraging company-wide code expertise. Whether you’re an architect, engineer, general contractor, code consultant, or government official, UpCodes is perfect for you. Here's what UpCodes enables for you: + A multi-dimensional way of looking at a jurisdiction’s adopted codes, enabling your team to find the code requirements and amendments quickly and easily. + Seamless access to a jurisdiction’s adopted codes, as well as visibility into how the code has evolved. + Streamlined project management that helps you save time and money by catching errors upstream with validation and error-checking. + Levels up the team’s collective expertise of code requirements with a centralized source of truth for code commentary, bookmarking, and compliance management.
Why Work With Us
Although we are a lean startup, we absolutely believe that everyone is a human and that there is life outside of work. We are a 100% remote company offering employees the ability to work from anywhere and whenever they want. Our communication is kept async, and meetings kept to a minimum, truly giving our employees a real remote-first environment.
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