🛠 Tech Stack

💼 About This Role

You'll build the Customer Success foundation at Handoff, an AI platform for remodelers. You'll drive retention and expansion by designing onboarding, customer health, and support systems. This role offers the chance to scale CS programs from 0→1 in a fast-growing startup backed by Y Combinator.

🎯 What You'll Do

• Design and deploy structured onboarding and implementation programs from closed-won through go-live
• Build and maintain customer education systems including bootcamps, webinars, and knowledge base
• Establish customer health scoring models, NPS/CSAT programs, and feedback integration
• Own retention, renewal, and expansion strategies with proactive risk identification and playbooks

📋 Requirements

• 3–5 years of management experience in Customer Success, Support, or Account Management
• Proven experience building or scaling CS programs in early-stage or ambiguous environments (0→1 or 1→10)
• Operational mindset with ability to turn ambiguity into structured workflows and repeatable processes
• Data-driven with experience tracking KPIs and using insights to drive decisions