About the role
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
