Customer Success Manager - Onboarding

Company Description

About Contractor Commerce 

Contractor Commerce™ launched in 2018 to provide plug-and-play online stores for heating & air conditioning contractors. Today, Contractor Commerce™ is helping hundreds of contractors implement easy-to-install online stores directly on their company websites so they can increase sales, decrease operational costs, and improve customer loyalty. www.contractorcommerce.com. 

About HVAC Technologies 

HVAC Technologies, the parent company of Contractor Commerce, launched in 2006 to offer heating & air conditioning parts and supplies to online consumers through its direct-to-consumer subsidiary Same Day Supply. The company mission is “To transform the way people purchase products that improve their comfort, health, and happiness, while we transform the lives of orphans and widows around the world.” Same Day Supply offers a broad range of products across its own websites as well as marketplaces like Amazon and Walmart.

Customer Success Manager (Onboarding & First 90 Days Focus)

This is a full-time remote Customer Success Manager role focused on Onboarding and driving success within a customer’s first 90 days—the most critical phase of their lifecycle. In this role, you will own the transition from sale to successful launch, ensuring early adoption, clear ROI, and a strong foundation for long-term retention and growth.

This is a high-volume, high-impact role requiring the ability to deliver a consistent, scalable onboarding experience while still providing strategic guidance tailored to each contractor.

Role & Responsibilities:

• Own the post-sale customer journey beginning with onboarding through the first 90 days, setting the foundation for long-term success, expansion, and retention
• Lead onboarding engagements, ensuring customers achieve a successful, timely launch with clear early wins
• Drive time-to-value, helping customers quickly understand and realize ROI from Contractor Commerce
• Act as a strategic partner early in the lifecycle, guiding customers on marketing approach, product usage, and growth opportunities
• Support change management efforts within customer organizations to drive adoption and long-term usage
• Deliver proactive, scaled outreach while maintaining a high-quality customer experience across a large book of business
• Identify early churn risks and adoption gaps, intervening quickly to keep customers on track
• Surface and support expansion opportunities by aligning product capabilities to customer goals
• Facilitate early-stage business reviews (within first 90 days) to reinforce ROI and set future strategy
• Become a product expert and trusted advisor, serving as the go-to resource for all things Contractor Commerce 

What you bring to the table:

• Customer Success experience: Background in customer success, account management, or consulting. Bonus points for B2B SaaS, Digital Marketing and/or Home Services experience
• Proven early-lifecycle impact: Demonstrated success driving onboarding completion, product adoption, and early retention across a large book of business
• Customer-first mindset: You are empathetic, proactive, and deeply invested in helping customers succeed—while balancing business outcomes
• Strong communicator: Clear, confident, and concise—comfortable leading onboarding calls and presenting to teams of 10+
• Excellent problem solver: Able to quickly diagnose issues, navigate ambiguity, and execute solutions in a fast-paced environment
• Builder mentality: Excited to help define and scale onboarding processes, playbooks, and customer journeys
• Curious and growth-oriented: Always learning, improving, and adapting as the company and customer base evolve
• Positive, adaptable attitude: Thrives in a startup environment where processes are evolving and ownership is high

Compensation & Benefits

The pay range is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This role includes a variable bonus and commission structure and is eligible for benefits including medical, dental, and vision coverage, HSA/FSA options, flexible paid time off, and company-paid holidays.