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Customer Success Manager

Adaptive· GTM
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Boston$90k - $110kFull-timePosted 3mo ago

About the role

Customer Success Manager responsible for onboarding, adoption, and expansion of Adaptive's Project Accounting Agents for construction accounting customers, with hands-on AI-driven configuration and collaboration across Engineering, Sales, and Product.

Responsibilities

  • Lead kickoff calls, discovery sessions, and training to ensure a smooth, efficient product launch.
  • Own the technical setup: configure agents, connect and validate integrations with customers' PM/ERP systems, and map each customer's accounting workflows to the right agents.
  • Decompose each customer's accounting process into agent logic, defining triggers, tools, approval gates, override paths, and dry-run modes.
  • Customize implementation plans to align with each customer's workflows and objectives.
  • Develop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.
  • Serve as the day-to-day point of contact and trusted technical advisor.
  • Conduct regular business reviews to track adoption metrics, agent performance, usage patterns, and ROI.
  • Identify at-risk customers early and execute retention strategies to maximize renewals.
  • Own expansion within your book of business: identify where additional agents will drive value and lead the upsell to the full team.
  • Analyze customer data and agent output to surface upsell and cross-sell opportunities.
  • Partner with Sales on expansion plays and with Product on feature requests; carry expansion targets tied to net revenue retention.
  • Champion customer feedback across the organization to inform roadmap priorities.
  • Partner with Engineering to diagnose and resolve agent behavior, output quality, and integration issues.
  • Tune agent configurations, prompts, and workflows as needs evolve; refine agent logic for edge cases.
  • Translate between customer requirements and technical implementation to ensure understanding.
  • Continuously refine success playbooks and workflows for scalability.
  • Build with AI to automate repetitive parts of your own workflow; standardize best practices across the team.
  • Implement metrics and dashboards to monitor health scores, agent performance, and team performance.
  • 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

  • AI fluency: hands-on experience using LLMs as a working instrument, prompt engineering, agent architecture, and workflow design.
  • 3+ years of SaaS Customer Success, Onboarding, or Enablement experience.
  • Demonstrated track record of managing full-lifecycle customer relationships and driving retention and expansion revenue.
  • Technical aptitude: comfortable configuring software, working with integrations and APIs, reading and interpreting data, and troubleshooting technical issues with customers and engineers.
  • Exceptional verbal and written communication skills; ability to simplify complex technical 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; familiarity with PM/ERP systems (e.g., Procore, Sage, QuickBooks); or experience with AI/automation products.

Skills

Required:AI fluencyCustomer success managementTechnical configuration & integrations

Benefits

  • 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
Last updated Jul 22, 2026. Interested? Apply on the company site.

About Adaptive

The AI Bookkeeping Platform for Construction

Adaptive | All-In-One Construction Finance App for Builders, Remodelers, and Developers

constructionfinancebookkeepingautomationaccounting
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