Customer Success Manager

We’re seeking a Customer Success Manager to build and lead the success function at Scaffold. This is a hybrid role for someone who can start as a senior individual contributor—owning onboarding, adoption, and retention—then scale into building a team as we grow. You’ll design the playbooks, define the metrics, and shape how our customers experience Scaffold from day one.

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What You’ll Do:

• Own the full post-sale lifecycle for Scaffold customers – from onboarding to expansion.
• Partner with customers to define success, drive adoption, and ensure measurable business outcomes.
• Build scalable processes, playbooks, and customer health metrics from the ground up.
• Lead onboarding and QBRs for key accounts, ensuring a smooth transition from sales to implementation.
• Proactively identify churn risks and expansion opportunities across accounts.
• Partner cross-functionally with Product, Engineering, and Sales to surface customer insights and improve the product experience.
• Develop documentation, training, and enablement materials that help customers and future team members succeed.
• Hire, train, and mentor future CSMs as the team grows.

What We’re Looking For:

• Experience: 6+ years in Customer Success, Account Management, or Post-Sales roles at a SaaS company. Experience building CS processes or leading early-stage teams is a strong plus.
• Operational Strength: Proven ability to design and execute playbooks, metrics, and systems that scale.
• Customer Mindset: Deep empathy and a track record of driving measurable customer outcomes.
• Communication: Excellent verbal and written skills, with a knack for distilling complex ideas clearly.
• Leadership Potential: Excited to grow into a people leader as the team expands.
• Startup DNA: Comfortable with ambiguity, eager to collaborate, and energized by building from zero to one.

Why Join Scaffold?

• Impact: Shape the customer experience and define the foundation for success at one of the fastest-growing platforms in residential construction.
• Growth Opportunity: Join as an early team member and scale into a leadership role as the business grows.
• Culture: Work alongside a high-caliber, low-ego team solving real problems for the trades.
• Compensation: Competitive salary and meaningful equity in a venture-backed company.