Customer Success Manager

Customer Success Manager Fresco is helping Division 8 suppliers and distributors make more money by removing the biggest bottleneck keeping them from bidding on more work: the manual, cumbersome "takeoff" process. We're moving super quickly, growing fast, and building something that's legitimately 10x better than the state of the art. About the Role We're hiring an experienced Customer Success Manager to own our customer relationships end-to-end. You'll be the primary point of contact for our accounts: onboarding them, expanding usage across the team, and making sure our customers are psyched about Fresco. This is a senior IC role with significant autonomy and the ability to execute against a proven playbook built by the founding team. What makes this role different: we need someone who genuinely loves being in the weeds with customers — not just triaging complaints, but proactively building relationships, anticipating problems before they surface, and making every account feel like your most important one. What You'll Do Lead onboarding for new accounts, ensuring fast time-to-value and confident product adoption Own the full customer lifecycle, from kickoff through renewal and expansion Build deep relationships with key stakeholders at each account (estimators, ops leads, owners) Monitor account health and usage data to stay ahead of churn and surface expansion opportunities Diagnose and resolve customer-facing bugs and product issues directly: triaging, reproducing, and working with engineering toward a fix rather than just escalating Translate customer feedback into clear, actionable product insights for the engineering team Develop and refine onboarding materials, help documentation, and success playbooks Partner with sales on upsell and cross-sell opportunities What We're Looking For Our ideal candidate is a former CSM or Product Manager who's since developed strong customer-facing and business instincts. That said, we're flexible on the exact path for the right person. The right candidate… Is exceptional with people : You give customers the "warm and fuzzies." You make them feel heard, build trust quickly, and know how to manage difficult conversations without losing the relationship Is product-minded : You think in workflows and edge cases. You can articulate why a customer is frustrated in a way that's immediately useful to an engineer or PM Resolves issues, doesn't just surface them : When a customer hits a problem, you drive it to closure. You follow through until they're unblocked — no ticket-filing and waiting Is a clear, direct communicator : Equally comfortable with an estimator on the shop floor as with a VP of Operations Has strong operational instincts : You build systems, track the right metrics, and follow through Is comfortable in an early-stage environment : Ambiguity doesn't faze you; you create structure where there isn't any Bonus : Experience in construction tech, AEC software, or working with trade contractors Why Join Fresco This is a huge inflection moment for our team. We've got real traction and customers who are underserved and genuinely excited about what we're building. You'll have tremendous ownership and meaningfully contribute to our mission of capturing this multibillion-dollar market. Meaningful equity Competitive salary and benefits Direct collaboration with founders How to Apply Please record a 1-minute video introducing yourself and send it to arvind at fresco-ai.com alongside your resume and LinkedIn profile.