What we do

Adaptive is a vertical AI company of 50, building the agentic operating system for the $2 trillion U.S. construction industry. We work with over 1,000 customers, partner with over 50 accounting firms, and have raised $26m from Emergence, a16z, and other top funds.

Why join us?

Win a massive category that's up for grabs. Construction is among the least digitized industries left, and no AI king has been crowned. With our momentum, team, and backing, we are in position to be that company

Build a moat that compounds. We orchestrate multi-stakeholder workflows across an industry that today runs on paper, email, and phone calls. Every process we manage generates data no one else has. That data makes each new use case easier to expand to, while building a compounding moat

Work with the rare team that can pull this off. Winning here takes deep construction knowledge and deep AI fluency in the same room. That intersection is rare, and we have it with backgrounds across finance, technology, and construction

Serve the people building the world around you. Your favorite local café. The new house on the corner. The massive new skyscraper at Central Park South. All built by our customers: skilled, creative people who have spent their lives bringing neighborhoods to life

Role Summary

As a Customer Success Manager at Adaptive, you'll be the primary advocate, technical partner, and growth driver for our customers from Day 1 onward. Reporting to the Manager of Customer Success and collaborating closely with our existing team of CSMs, you'll own the end-to-end onboarding experience, drive ongoing adoption and value realization, and grow each account by expanding the team of AI agents running their accounting.

Adaptive's Project Accounting Agents run construction accounting 24/7, and customers can start with a single agent or hire the full team. A core part of this role is knowing each customer's workflows well enough to spot where an additional agent — a Billings Clerk, an AP Clerk, a WIP and Forecasting Analyst, and beyond — will unlock more value, and then leading that expansion. You'll need to be technical enough to configure agents, guide integrations with customers' PM and ERP systems, and troubleshoot alongside our engineers.

Above all, this role is for someone who builds with AI rather than just talks about it — you'll be hands-on with the agents every day, shaping how they map to real customer workflows. This is an individual contributor role with ample opportunity to shape our customer success practices and grow your career alongside a fast-growing team.

Responsibilities

Onboarding & Technical Implementation

Lead kickoff calls, discovery sessions, and training to ensure a smooth, efficient product launch.

Own the technical setup: configure agents, connect and validate integrations with customers' PM/ERP systems, and map each customer's accounting workflows to the right agents.

Decompose each customer's messy, real-world accounting process into agent logic — defining triggers, tools, approval gates, override paths, and dry-run modes — and decide where automation is safe versus where a human stays in the loop.

Customize implementation plans to align with each customer's workflows and objectives.

Develop and maintain onboarding materials: guides, checklists, video tutorials, and FAQs.

Customer Relationship Management

Serve as the day-to-day point of contact and trusted technical advisor.

Conduct regular business reviews to track adoption metrics, agent performance, usage patterns, and ROI.

Identify at-risk customers early and execute retention strategies to maximize renewals.

Adoption & Expansion

Own expansion within your book of business: identify where additional agents will drive value and lead the upsell from initial agents to the full team.

Analyze customer data and agent output to surface concrete upsell and cross-sell opportunities.

Partner with Sales on expansion plays and with Product on feature requests, and carry expansion targets tied to net revenue retention.