3+ years in Customer Success, Account Management, or similar B2B SaaS role
Ability to manage a high-volume portfolio while maintaining personal engagement
Data-driven mindset, prioritizing metrics like NRR and health scores
Strong communication skills, fostering trust with busy business owners
Process-oriented, capable of developing scalable playbooks
Responsibilities
Own onboarding, adoption, retention, and expansion for a diverse account portfolio
Conduct regular check-ins and business reviews to showcase ROI and identify risks
Analyze health scores and usage metrics to preemptively address churn and uncover upsell opportunities
Collaborate with Engineering to streamline integrations and quickly resolve customer issues
Provide customer insights to Product teams, assisting in the development of scalable customer success strategies
Benefits
Opportunity to work directly with industry-leading home service companies
Engagement with product development to enhance user experience
Participate in building scalable processes that improve customer success
Potential for growth in a rapidly expanding AI-driven environment
Work with a passionate team directly connected to customer needs
Full Job Description
AI Success Manager - Broccoli AI
This is a blend of customer relationship ownership, optimizing AI agents, and driving revenue growth. You own a book of customers and are responsible for: customer happiness, product usage, and NDR.
What you'll do
Own a portfolio of customers (SMB enterprise)
Drive adoption and usage of Broccoli's AI agents
Identify and execute expansion opportunities:
More call volume
More products (inbound, outbound, QA, etc.)
More locations
Monitor account health using data (usage, bookings)
Run onboarding and ensure fast time-to-value
Work closely with product + engineering to improve outcomes
What we're looking for
Analytical
You're comfortable with data and metrics
You can quickly understand what's working vs not
Operator mindset
You don't wait for instructions - you figure things out
You think in workflows and outcomes, not tasks
AI-native
You use tools like Claude to move faster and automate work
You look for leverage in everything you do
Revenue-oriented
You understand your job is to grow accounts, not just support them
You're comfortable identifying and pushing upsells
Customer-focused (but not soft)
You care about customer outcomes - revenue, bookings, efficiency
You're willing to push customers to change how they operate
What success looks like
Your accounts expand consistently
High product adoption and usage across customers
Low churn, high NDR
Customers see clear ROI from Broccoli
You manage more accounts over time without losing quality (through systems + AI)
