Customer Success Manager

Remote | Competitive Salary Performance Bonuses

We'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.

We'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.

Retention & Growth Metrics

• Drive measurable churn reduction through proactive intervention
• Own and improve trial-to-paid conversion rates
• Identify and execute expansion opportunities within existing accounts
• Monitor customer health scores and implement data-driven intervention strategies

Customer Lifecycle Management

• Design and execute onboarding sequences that drive feature adoption
• Create scalable touchpoint cadences for different customer segments
• Identify at-risk accounts before they churn and implement save strategies
• Build relationships with high-value accounts and understand their business goals

Data-Driven Decision Making

• Analyze customer usage patterns to predict churn risk
• Track and report on key metrics: MRR, churn rate, LTV, expansion rate
• Use customer feedback to prioritize product improvements with quantifiable impact
• Build dashboards and reports that tell the story of customer health

Cross-Functional Collaboration

• Partner with Sales on smooth handoffs and realistic expectations
• Work with Product/Development on feature requests backed by customer data
• Collaborate on marketing case studies and testimonials from successful customers

Required Experience & Mindset

• 3 years in customer success, account management, or related role at a B2B SaaS company
• Proven track record reducing churn in small business customer segments (this is non-negotiable)
• Deep understanding of SaaS metrics: MRR, ARR, churn, LTV, CAC payback
• Experience building customer success processes from scratch or scaling them
• Comfortable working with small business owners who need hands-on support

Technical & Analytical Skills

• Proficient with CRM platforms, analytics tools, and customer success platforms
• Strong Excel/Google Sheets skills for analysis and reporting
• Ability to identify patterns in data and translate them into action plans
• Experience with customer segmentation and cohort analysis

Communication & Personality

• Direct, honest communication style—you tell customers and team members what they need to hear, not just what they want to hear
• Empathetic but business-minded: you care about customers AND profitability
• Self-starter who thrives with minimal oversight and maximum accountability
• Comfortable being the voice of the customer internally, backed by data

Bonus Points

• Experience in construction, home services, or field service software
• Background in a small business or entrepreneurial environment
• Familiarity with AI tools for productivity and automation -< IMPORTANT
• Experience managing blue-collar business owners as customers

First 30 Days

• Audit current customer health, identify top churn risks, and execute save strategies
• Complete deep-dive calls with 20 customers across different segments
• Map the current customer journey and identify friction points

First 90 Days

• Reduce churn rate through proactive intervention
• Implement customer health scoring system and weekly reporting cadence
• Build scalable onboarding process that improves trial-to-paid conversion
• Create customer segmentation strategy for different touchpoint cadences

First Year

• Achieve and maintain churn rate below industry benchmarks for SMB SaaS
• Drive measurable expansion revenue through upsells and account growth
• Build scalable customer success playbooks that work without you
• Establish the company as the trusted partner our customers can't live without

• Real Impact: Your work directly moves the revenue needle—you'll see it in real-time
• Lean Team: Work directly with the founder-CEO who's also been a customer
• Ownership: This isn't a cog-in-the-wheel role—you'll build the CS function your way
• Modern Tools: We embrace technology that multiplies your effectiveness
• Mission-Driven: Help hardworking small business owners run better businesses

• Competitive Salary Based on Experience
• Performance bonuses tied to retention and expansion metrics
• Remote-first culture with flexible schedule
• Opportunity for equity as we scale
• Work with a founder who values work-life balance
• Health Insurance & Dental after 60 days

We are looking for the best of the best. If you are not the best of the best, please do not apply.