About the Role

Location: Chicago (in-office 4x/week)

As a Client Success Manager at Rundoo, you own the relationship with a book of live clients after they go live-independent paint, hardware, and farm & feed stores that now run their business on Rundoo. Your job is to understand what each client was trying to achieve when they moved to Rundoo-faster close-outs, sharper analytics and customer engagement, mobile capabilities, easier inventory counts-and make sure the product is actually delivering those outcomes. Six months after go-live, a district manager should be able to point to concrete results Rundoo made possible.

You9ll be one of the first Client Success hires in our new Chicago office, helping shape how CS scales as Rundoo expands across the country. You9ll own retention and adoption depth on your book: running renewals and QBRs, watching account health through our stoplight model, and driving real value realization in the core workflows that make clients successful. We don9t have an established expansion playbook yet-you9ll help build it-so early on the focus is depth of adoption and outcomes rather than an expansion quota.

You9ll report to Vidhan, Rundoo9s Head of Client Experience, and work closely with Client Success, Product Support, and Implementation to make sure clients get full value from the platform and that what we learn flows back to Product and Engineering.

What You9ll Do as a Customer Success Manager at Rundoo 5D

• Own a book of live stores and the simple outcome on it: they stay, and they9re glad they did
• Keep every stoplight honest - an accurate 7E2/7E1/534 read on each client at all times, because the team9s whole view of risk is only as good as your stoplights
• Work the cadence - green every month, yellow every two weeks, red daily until resolved - so no account goes quiet long enough to churn
• Catch risk before it9s a red - read the early signals (usage dropping off, a frustrated owner, a workflow that isn9t sticking) and get ahead of them
• Run the save when an account slips - find the real root cause, not just the symptom, and pull it back to green
• Turn client pain into product signal - file clear bugs and requests, and know the difference between a training gap (you fix it) and a product gap (Product needs to hear it)
• Partner with Product Support (Robbie, Tim) on escalations - you own the relationship, they own the fix
• Take clean Steady handoffs from Implementation and carry the relationship from there
• Turn healthy clients into advocates - references, case studies, the stores a prospect calls to check us out
• Keep Salesforce current so the stoplight snapshot reflects reality, not last month

What We9re Looking For 539
Essential Qualities

We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate genuinely likes small-business owners, is comfortable owning a number, and acts before being told to.

Core Competencies:

• Ownership mindset - You treat your book like it9s your own business and you9re accountable for the outcome
• Reads people and signals early - You sense when an account is drifting before it shows up in a metric
• Excellent written and verbal communication - You can talk to a non-technical owner-operator and to our Product team with equal ease
• Organized and self-directed - You manage a full book, prioritize the right accounts, and keep your records clean
• Comfort with ambiguity - Startup CS has no playbook for everything; you build the missing parts

Valuable Experience (But Not Required)

Any of the following backgrounds could set you up for success:

• Prior Client Success, Account Management, or relationship-driven support experience in SaaS
• Experience carrying a retention, renewal, or expansion number
• Retail, POS, payments, or small-business operations background
• Experience with owner-operator or SMB customers (vs. enterprise procurement)

Technical Requirements

• Comfortable learning and becoming expert in complex software (our full ERP platform)
• Proficient with spreadsheets (Google Sheets/Excel) and comfortable in a CRM (Salesforce)
• Able to work from the Chicago office during required hours

Bonus Points

• Direct familiarity with paint, hardware, building materials, farm & feed, or related industries
• Experience with payments / merchant services attach
• Comfortable in a dynamic startup where priorities shift and you build process as you go
• Experience with Salesforce, Gong, Intercom, or similar tools

Interview Process

1. Intro Call (20-30 mins, remote) - An informal conversation with our Recruiting Team to get to know one another.
2. Hiring Manager interview (30 mins, remote) - Claire will go more in depth on your background and experience and what it9s like to be a CSM at Rundoo.
3. Take Home - the primary assessment, a chance to see what managing a real book of business with Rundoo feels like.
4. Onsite (in-person, Chicago) - 90 mins + time for lunch
   
   1. Take-Home Debrief(30 mins) with Claire, Vidhan (Head of CX), and Nick (CEO) to discuss what you put together for your take home assessment.
   2. Interview with Head of CX(30 mins) - One-on-one conversation with Vidhan.
   3. Product Training (30 mins) - Leslie on the Implementation team will take you through a short demo of a section of Rundoo. You9ll then have time to explore independently and ask questions. Then, you9ll run a short training session on the section of Rundoo you reviewed.
   4. Lunch or coffee with the Chicago team, depending on the time of day.
5. Final Call (15 minutes, remote) - Conversation with our CEO, Nick.
6. Reference check
7. Offer

About the team

• Vidhan (Head of Client Experience) - Studied Biomedical Engineering and Econ at Duke University; Formerly Director of Product at BuildZoom, Product lead at Hinge Health, and Co-Founder of Urova Medical.
• Claire(Manager, Client Success - manages CS + Support) - Studied History and Captained the Field Hockey team at Dartmouth; formerly Customer Success lead in various SaaS startups in AdTech, AI Analytics, and Identity Verification.
• Reggie (Client Success Manager) - Reggie has been in the paint and decorating industry for 39 years. He started as a rep for Benjamin Moore, then owned stores for 20 years, followed by a 13 year career selling retail management systems to paint and decorating retailers
• Robbie (Product Support) - 13 years of paint store experience (Automotive and Architectural Coatings), Sports Enthusiast, Gamer (Board, Card, and Video).
• Tim (Product Support) - 10 years of experience within CX/CS from SaaS to Retail Management
• Implementation Team

Compensation 4B5

• Salary: $117,000 - $130,000 annually
• Equity: $30,000 initial grant value, vesting over 4 years

Benefits 3CB

• Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
• Life insurance
• 401k with Betterment
• Unlimited PTO with 10 company paid holidays
• In-office gym
• Daily team lunches
• Learning materials and audiobook subscriptions