---
title: 'Manager, Customer Success at UpCodes'
canonical: 'https://feeny.ai/job/manager-customer-success-upcodes-north-x8sdwvc4npvz'
type: 'job'
last_seen: '2026-10-30'
---

# Manager, Customer Success at UpCodes

- **Company:** UpCodes
- **Location:** North, United States
- **Employment:** full-time
- **Work type:** remote
- **Posted:** 2026-10-28
- **Last confirmed live:** 2026-10-30
- **Apply:** https://jobs.ashbyhq.com/upcodes/e49a7d51-8402-4b3f-889f-aee12924d670

## Job description

## ABOUT US

Trusted by 800,000 monthly active users, UpCodes (YC S17) is a comprehensive compliance and product research platform that accelerates design to construction in the AEC space. The construction industry suffers from unnecessary costs and complexity; every year billions of dollars are wasted on rework. We’re committed to delivering easy-to-use tools that help designers and builders spend less time finding the right compliance and product resources and more time doing what they love — designing and building. We make a real-world, tangible impact on the lives of our users and their work of constructing our homes, schools, hospitals, and offices.

## ABOUT THE ROLE

UpCodes has grown organically across architecture firms, government agencies, and key players in the AEC industry. We have one Customer Success Manager today, and we’re hiring our first Manager of Customer Success to shape how the function works from here. You’ll define how we measure customer health, set targets for the team, and create the processes that allow Customer Success to scale with our customer base. You’ll also stay hands-on with customers while the team grows.

## WHAT YOU'LL DO

As Manager of Customer Success, you’ll have a direct and significant impact on how our customers succeed with UpCodes and how we grow with them. You’ll be responsible for:

- Team Leadership: Manage and mentor our current CSM, and plan, hire, and train a high-performing team as we grow, ensuring alignment with cross-functional teams such as Sales, Support, and Product.
- Hands-On Leadership: Until the team is in place, you’ll be on customer calls, running onboardings and trainings, and handling escalations. You’ll stay hands-on as the team grows.
- Strategy and KPIs: Work backward from company priorities to set goals for the team. Evaluate our current metrics, such as retention, expansion, and adoption, set ambitious targets for improvement, and lead the team in achieving them.
- Customer Health: Develop a customer health score based on product usage, engagement, and renewal signals, and monitor it regularly to flag at-risk revenue and expansion opportunities early.
- Scalable Systems: Create the playbooks, workflows, and automations that enable the team to efficiently support a growing customer base.
- Customer Knowledge Base: Build and maintain a knowledge base of guides and help articles so customers can find answers on their own.
- Reporting and Dashboards: Build reports and dashboards that give the team and leadership clear visibility into customer health and trends.

## THE IDEAL CANDIDATE

- Experience in Customer Success: 7+ years in Customer Success, Account Management, or a related customer-facing role at a B2B SaaS or tech company, including at least two years managing CSMs.
- Have hired, trained, and mentored team members
- Have built a scalable Customer Success system, such as health scoring, playbooks, or lifecycle automation
- Have owned KPIs and driven measurable improvements
- Have hands-on experience building reports and dashboards
- Data-driven: You use data to set the right targets and find the most effective solutions. Your decisions are backed by clear, defensible reasoning, but you also appreciate the role of intuition and conviction.
- Open to feedback: You ask for feedback, take it well, and use it to get better. You're comfortable juggling several priorities at once and learning as you go.
- You sweat the small stuff: You notice the details, like a missed follow-up or a messy handoff, and you set a high bar for quality on your team.

## NICE TO HAVE

- AI Fluency: You use AI tools in your day-to-day work and have used them to make your team more efficient, whether that’s analyzing account data, building reports, or automating parts of the CS workflow.
- Startup Experience: You’ve worked at a fast-moving tech startup or an AI-native company, and you’re comfortable building without a playbook.

## About UpCodes

## Company Overview
- **One-liner**: UpCodes provides a centralized, searchable AI-powered platform for building code compliance, product research, and specification management for the architecture, engineering, and construction (AEC) industry.
- **Entity Type**: Private (YC S2017)
- **Headquarters**: Austin, TX, USA
- **Founded**: 2016
- **Founders**: Garrett Reynolds, Scott Reynolds

## Core Business
- **Primary industry**: Construction Technology (GovTech / AEC Software)
- **Target customers**: B2B; Architects, engineers, general contractors, building product manufacturers, and plan examiners
- **Mission or purpose**: To help people build affordably, quickly, and enjoyably by democratizing compliance and product research.

## Products & Services
- **UpCodes Platform**: A centralized, searchable online library hosting over 5 million code sections, 1,700+ state and city codes, and 160,000+ local amendments. It unifies building codes, assemblies, and building products into a single workflow.
- **UpCodes Copilot**: An AI-powered research assistant that answers complex code questions, explains concepts, performs calculations, and generates compliance checklists. It cites specific code sections for validation and is jurisdiction-specific, unlike generic AI chatbots.
- **Product Research & Specification Tools**: A platform for building product manufacturers to showcase compliant products and for design professionals to research and specify products at the moment of specification.

## Market Standing
- **Valuation/Market Cap**: Not publicly available (private company)
- **Key Metric**: 800,000 monthly active users; 35 team members (as of YC profile); average user saves 15+ hours per month; average ROI per user is 1200%+
- **Notable Investors/Partners**: Y Combinator (Summer 2017 batch)
- **Growth Signals**: Launched "UpCodes Copilot" (AI research assistant) in May 2023; strong product-led growth; hosts over 5 million code sections and updates over 7,000 sections per month; won a landmark court decision helping shape open access to the law.

## Competitive Advantages
- **Data Moat**: Hosts the most comprehensive, up-to-date library of U.S. building codes (5M+ sections, 1,700+ codes, 160K+ local amendments) that is constantly updated — a dataset generic AI chatbots cannot replicate.
- **Jurisdiction-Specific AI**: Copilot is trained on jurisdiction-specific, current code adoptions, making it far more accurate for compliance than general-purpose LLMs.
- **Network Effects**: Connects the entire AEC ecosystem (designers, builders, manufacturers, plan reviewers) on a single platform, creating switching costs and a growing data network.
- **Legal Precedent**: Won a landmark court decision that helped shape open access to the law, reinforcing their right to host and search public building codes.

## Strategic Focus
- **AI-First Compliance**: Deepening the Copilot AI assistant to automate more of the code research and specification workflow, moving from a search tool to an indispensable project assistant.
- **Expanding the Product Ecosystem**: Connecting codes, assemblies, products, and specs into a unified workflow to capture more of the project lifecycle.
- **Product-Led Growth**: Scaling the 800,000 MAU base through self-serve adoption and expanding into larger enterprise AEC firms.
- **Manufacturer Platform**: Growing the building product manufacturer side of the marketplace to create a two-sided network.

## Why Work Here
- **Fully Remote & Distributed**: Team is based across North and South America, working across North American time zones. Strong emphasis on autonomy and flexible schedules.
- **Culture**: Described as humble, hard-working, and growth-minded. The company values competence, reliability, and a willingness to learn. Annual in-person company meetups to build team bonds.
- **Benefits**: 25 PTO days plus holidays off; employer-sponsored medical, dental, vision, and mental health plans; 401k; home office setup stipend.
- **Impact**: Employees report high levels of impact and the ability to work with talented, learning-oriented peers. The company is continuously evolving, offering new challenges.
- **Engineering Culture**: Focus on craft, process, and being a self-starter. The team is passionate about improving an inefficient, high-stakes industry.

## Sources
1. [up.codes](https://up.codes/)
2. [up.codes/careers](https://cms.up.codes/careers)
3. [up.codes/about](https://cms.up.codes/about)
4. [ycombinator.com/companies/upcodes](https://www.ycombinator.com/companies/upcodes)
5. [techcrunch.com](https://techcrunch.com/2023/05/30/upcodes-launches-copilot-an-ai-based-research-assistant-for-building-codes/) (UpCodes Copilot launch)
6. [techcrunch.com](https://techcrunch.com/2020/11/16/a-court-decision-in-favor-of-startup-upcodes-may-help-shape-open-access-to-the-law/) (Court decision)

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