About the Opportunity
The organization is seeking a Customer Success Manager for a full-time, remote role in the United States to manage client relationships and ensure customers derive maximum value from its AI-native operating platform for project-based contractors.
In this hands-on position, the Customer Success Manager works directly with contractors to understand operational workflows, configure the platform to business requirements, drive adoption, solve operational challenges, and maintain client success beyond implementation. This role also partners closely with internal product, engineering, sales, and solutions engineering teams to turn customer feedback into product insights.
Key Responsibilities
- Own customer onboarding and go-live processes from handoff through successful implementation.
- Drive product adoption through workflow coaching, health checks, quarterly business reviews, and proactive engagement.
- Learn client operational practices and configure the platform around real-world workflows.
- Monitor account health and churn risks to intervene proactively before issues lead to cancellations.
- Manage customer escalations and coordinate with product, engineering, and solutions engineering teams as needed.
- Own account renewals and de-escalation strategies.
- Translate customer feedback into clear, actionable inputs for the product team.
- Identify expansion opportunities as clients achieve measurable value from the platform.
- Help build the operational processes, playbooks, and systems required to scale the customer success function.
Required Qualifications
- Strong communication skills with the ability to build trust quickly with clients.
- Exceptional organizational skills and the capacity to manage multiple customer relationships simultaneously.
- Ability to learn complex software systems and understand operational business workflows.
- Proactive approach to identifying and addressing client issues before escalations occur.
- Comfort operating with ambiguity and taking full ownership without requiring predefined playbooks.
- Strong problem-solving capabilities and willingness to investigate product issues directly.
- Ability to collaborate effectively with cross-functional teams, technical staff, and external customers.
Preferred Qualifications
- Prior professional experience in customer success, software implementation, account management, or a related customer-facing role.
Compensation and Benefits
- Base salary of $90,000–$120,000, depending on experience and fit.
- Equity compensation.
- Health coverage.
- Paid time off and paid sick leave.
- Remote work arrangement.
