Manager of Customer Success

XBuild; San Francisco (CA); On-site; USD 150,000 - 230,000; Full time

Job summary

XBuild is seeking a player-coach leader for its Customer Success organization in San Francisco. You will manage a small team of CSMs and support reps, owning onboarding, health scoring, and response SLAs to keep customers successful.

You will drive retention, revenue through renewals and expansions, and create proactive playbooks to reduce churn. Prior CS leadership and strong CRM/data fluency are essential.

Qualifications

• 5+ years in Customer Success, Account Management, or Support at a B2B SaaS company.
• 2+ years directly managing people (CSMs, support reps, or implementation specialists).
• Hands-on experience building or overhauling onboarding, health scoring, or SLA framework.
• Experience handling both SMB and enterprise coverage models.

Responsibilities

• Lead a small team of CSMs and support reps (3–5, growing).
• Own onboarding, health scoring, and playbooks for at-risk accounts.
• Define and hit SLAs across email, chat, and phone; report weekly.
• Drive retention, renewals, expansions, and referrals.

Skills

Team leadership

CS metrics ownership

SaaS experience

CRM fluency

Communication

Tools

HubSpot

Salesforce

Gainsight

Intercom

Zendesk

Job description

XBuild is AI operating system for contractors. We are currently targeting roofing, siding, gutters, and interior contractors, across both retail and insurance work. Our customers are the owners and office managers of real construction businesses. They are people who lose margin to shorted scopes, missed O&P, and estimates that take three days when they should take twenty minutes.

We are growing fast, with a four-figure subscriber base, enterprise pilots landing weekly, and a pipeline of contractors who need to be onboarded, activated, and kept successful.

The role

This is a player-coach leadership role. You'll manage a small team of Customer Success Managers and Support Reps, and you'll own two numbers: how many contractors successfully onboard, and how fast and how well we respond when they need us.

Today we have onboarding programs and support queues that work, but your job is to turn them into a system: a health score every contractor is measured against, an SLA we publish and hit, and a team that catches at-risk accounts before they churn instead of after.

What you'll own

Team leadership

• Manage, coach, and hire a team of CSMs and support reps (starting at 3-5, growing with the business)
• Run weekly 1:1s, account reviews, and a call-review/QA rhythm; set individual targets and hold the bar
• Own the escalation path. You're the first call when an account is at risk or a customer is unhappy

Customer health & onboarding

• Build and own a contractor health score (activation milestones, product usage depth, estimate volume, support signal, billing status) and the playbooks that fire when a score drops
• Take our onboarding completion rate from good to best-in-class, and shorten time-to-first-value for new subscribers
• Segment coverage models: high-touch for enterprise and pilot accounts, scaled/pooled motions for SMB

SLA & support operations

• Define, publish, and hit response and resolution SLAs across email, chat, and phone; report attainment weekly
• Instrument the queue (first response time, resolution time, backlog, CSAT, reopen rate) and staff against actual volume
• Build the macros, help center, and internal runbooks that keep quality high as ticket volume scales

Retention & revenue

• Own gross and net revenue retention for the book; run save motions on at-risk and past-due accounts and partner with Finance on billing recovery
• Drive renewals, expansion, and referral/affiliate motions from your happiest accounts
• Report the truth: a weekly read on health, churn drivers, and SLA attainment that leadership can act on

Voice of the customer

• Turn recurring support themes into a prioritized product feedback loop with Product and Engineering
• Be fluent enough in the contractor's world (supplements, scopes, measurements, accounting integrations) to know which complaints are real and which are training gaps

Your first 90 days

• 30 days: Ride along on onboardings and support tickets. Know every enterprise and pilot account by name. Deliver a written diagnostic of where onboarding and support are leaking.
• 60 days: Health score v1 live and tracked. SLA targets defined, staffed, and reported weekly. Team targets and 1:1 cadence in place.
• 90 days: Measurable lift in onboarding completion and SLA attainment. A named save motion running against at-risk accounts. A hiring plan for the next two reps.

What we're looking for

Required

• 5+ years in Customer Success, Account Management, or Support at a B2B SaaS company, including 2+ years directly managing people (CSMs, support reps, or implementation specialists)
• Demonstrated ownership of retention metrics. You can talk specifically about GRR/NRR or logo churn you moved, and how
• Hands-on experience building or overhauling an onboarding program, a customer health scoring model, or a support SLA framework
• Comfort with SMB volume and enterprise depth, since our book has both and the coverage models are different
• Strong CRM and support-tooling fluency (HubSpot, Salesforce, Gainsight, Intercom, Zendesk, or equivalent) and enough data comfort to build your own reporting rather than wait for someone else's
• Excellent written and verbal communication with non-technical customers. Our users are contractors, not software buyers, so clarity beats polish

Bonus

• Construction, roofing, restoration, insurance claims, or field-services background, or prior CS work at a construction/proptech/vertical SaaS company
• Experience standing up a CS function at an early-stage startup (Seed through Series B)
• Spanish fluency
• Experience with AI-native products and setting realistic customer expectations around model output