Customer Success Manager/Lead

Job description

# **Introduction** [Foundation](https://buildwithfoundation.com/) is hiring a customer success executive to accelerate our core business, modernize homebuilding, and help transform the experience of buying, selling, and owning homes. # **About Foundation** Backed by $6.8M in funding from leading VCs (including Y Combinator), Foundation is an ex-Opendoor team transforming residential real estate. Foundation’s first product is the native customer experience platform for homebuilders — think “Shopify for Homebuilders.” We work with enterprise-scale homebuilders to deliver a modern digital customer experience, dramatically improving both their customer happiness and the productivity of their teams. In two years, we’ve demonstrated clear product-market fit and rapid growth — all with just contract design support. ## **The Role** We’re hiring an experienced Customer Success Manager to own and grow relationships with a portfolio of Foundation customers. This role sits at the intersection of customer success, account management, and onboarding execution. You’ll serve as a trusted partner to customers post-sale—driving adoption, managing ongoing needs, and ensuring customers realize long-term value from the platform. You’ll operate with a high degree of autonomy, managing multiple accounts and priorities while proactively identifying risks, opportunities, and process improvements. You’ll collaborate closely with Product, Engineering, and Operations to resolve issues, influence roadmap decisions through customer feedback, and continuously improve how we onboard and support customers. This role is built for someone who wants real ownership and real impact. As an early member of a growing team, you’ll help define how we work with customers—not just execute an existing playbook. You’ll wear multiple hats, make decisions, and see the direct results of your work as Foundation scales. This is an ideal role for someone with strong SaaS customer experience who thrives in fast-moving environments, enjoys building from ambiguity, and wants meaningful ownership and visibility in a scaling startup. ## **What You’ll Do** ### **Account Ownership & Customer Success** - 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. ### **Onboarding Oversight** - 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. ### **Support & Escalation Management** - 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. ### **Cross-Functional Collaboration & Process Improvement** - 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. ### **Documentation, Reporting & Insights** - 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. ## **What We’re Looking For** - **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. **Nice to Have** - Experience in vertical SaaS, proptech, or real estate/homebuilding. - Exposure to customer success metrics (health scores, retention, expansion, NPS). - Experience contributing to process design or operational improvements. ## **Who You Are** - A customer advocate who balances empathy with clear expectations and accountability. - Comfortable owning outcomes end-to-end, not just tasks. - Thoughtful, organized, and proactive in how you manage work and relationships. - Energized by partnering with customers and shaping how a growing company serves them.