Customer Success Manager

Customer Success ManagerRemote | Competitive Salary + Performance BonusesAbout UsWe're a fast-growing B2B SaaS company serving thousands of small business customers in the home services industry. Built by practitioners who understand our customers' daily challenges, we're not just another software company—we solve real problems for hardworking business owners.We're building with modern development practices and believe in leveraging technology to create outsized impact with lean, exceptional teams rather than just adding headcount.The RoleWe're looking for a Customer Success Manager who understands that making customers successful means being both supportive and strategic—using data to drive retention, identify growth opportunities, and build profitable long-term partnerships.You'll own the entire post-sale customer journey for our small business customer base, directly impacting revenue through strategic retention initiatives, proactive engagement, and ruthless prioritization of high-impact activities.This role reports directly to the CEO and requires someone who can think like a business owner, not just a support professional.What You'll OwnRetention & Growth MetricsDrive measurable churn reduction through proactive interventionOwn and improve trial-to-paid conversion ratesIdentify and execute expansion opportunities within existing accountsMonitor customer health scores and implement data-driven intervention strategiesCustomer Lifecycle ManagementDesign and execute onboarding sequences that drive feature adoptionCreate scalable touchpoint cadences for different customer segmentsIdentify at-risk accounts before they churn and implement save strategiesBuild relationships with high-value accounts and understand their business goalsData-Driven Decision MakingAnalyze customer usage patterns to predict churn riskTrack and report on key metrics: MRR, churn rate, LTV, expansion rateUse customer feedback to prioritize product improvements with quantifiable impactBuild dashboards and reports that tell the story of customer healthCross-Functional CollaborationPartner with Sales on smooth handoffs and realistic expectationsWork with Product/Development on feature requests backed by customer dataCollaborate on marketing case studies and testimonials from successful customersWho You AreRequired Experience & Mindset3+ years in customer success, account management, or related role at a B2B SaaS companyProven track record reducing churn in small business customer segments (this is non-negotiable)Deep understanding of SaaS metrics: MRR, ARR, churn, LTV, CAC paybackExperience building customer success processes from scratch or scaling themComfortable working with small business owners who need hands-on supportTechnical & Analytical SkillsProficient with CRM platforms, analytics tools, and customer success platformsStrong Excel/Google Sheets skills for analysis and reportingAbility to identify patterns in data and translate them into action plansExperience with customer segmentation and cohort analysisCommunication & PersonalityDirect, honest communication style—you tell customers and team members what they need to hear, not just what they want to hearEmpathetic but business-minded: you care about customers AND profitabilitySelf-starter who thrives with minimal oversight and maximum accountabilityComfortable being the voice of the customer internally, backed by dataBonus PointsExperience in construction, home services, or field service softwareBackground in a small business or entrepreneurial environmentFamiliarity with AI tools for productivity and automation -< IMPORTANTExperience managing blue-collar business owners as customersWhat Success Looks LikeFirst 30 DaysAudit current customer health, identify top churn risks, and execute save strategiesComplete deep-dive calls with 20+ customers across different segmentsMap the current customer journey and identify friction pointsFirst 90 DaysReduce churn rate through proactive interventionImplement customer health scoring system and weekly reporting cadenceBuild scalable onboarding process that improves trial-to-paid conversionCreate customer segmentation strategy for different touchpoint cadencesFirst YearAchieve and maintain churn rate below industry benchmarks for SMB SaaSDrive measurable expansion revenue through upsells and account growthBuild scalable customer success playbooks that work without youEstablish the company as the trusted partner our customers can't live withoutWhy Join Us?Real Impact: Your work directly moves the revenue needle—you'll see it in real-timeLean Team: Work directly with the founder-CEO who's also been a customerOwnership: This isn't a cog-in-the-wheel role—you'll build the CS function your wayModern Tools: We embrace technology that multiplies your effectivenessMission-Driven: Help hardworking small business owners run better businessesCompensation & BenefitsCompetitive Salary Based on ExperiencePerformance bonuses tied to retention and expansion metricsRemote-first culture with flexible scheduleOpportunity for equity as we scaleWork with a founder who values work-life balanceHealth Insurance & Dental after 60 daysWe are looking for the best of the best. If you are not the best of the best, please do not apply.