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 can actually fix problems, not just file tickets. When a customer hits a bug or workflow issue, you'll be in the weeds diagnosing it alongside the engineering team: reading logs, replicating edge cases, and pushing toward resolution rather than raising flags and waiting.

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 software engineer who's since developed strong customer-facing and business instincts — someone with an MBA or equivalent business experience who still gets their hands dirty technically. That said, we're flexible on the exact path for the right person.

The right candidate…

• Has shipped production code: You've built and deployed real software, and you're not intimidated by a codebase, a stack trace, or an API response
• Resolves issues, doesn't just surface them: When a customer hits a problem, you drive it to closure. You can reproduce bugs, write up clear technical summaries for eng, and follow through until the customer is unblocked
• Is an exceptional communicator: Clear and direct in writing and conversation, equally comfortable with an estimator on the shop floor as with a C-suite executive
• Is emotionally intelligent: Able to give customers the "warm and fuzzies," solving problems and making customers feel heard
• 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.