The RoleWe're hiring a Senior Client Success Manager to help scale Rebar's Client Success function during a critical phase of company growth.
This role combines strategic account management with operational ownership. You'll directly manage relationships with some of our largest and most important enterprise accounts while also helping to build the systems, processes, and infrastructure needed to scale Client Success across hundreds of customers and thousands of users.
You'll work cross-functionally with Leadership, Sales, Product, Engineering, Support, and Implementation to ensure customers successfully adopt Rebar, expand their usage over time, and view us as a long-term strategic partner.
This is a highly visible role for someone who thrives in fast-moving environments, is comfortable operating with ambiguity, and wants to help build a category-defining company from the ground up.
What You'll Do- Own executive relationships across Rebar's largest enterprise and strategic accounts
- Serve as a trusted advisor to customer leadership teams, driving adoption, retention, and expansion
- Lead executive business reviews, strategic planning sessions, rollout planning, and escalations
- Partner closely with Sales on renewals, upsells, account growth, and expansion strategy
- Develop deep expertise in customer workflows and operational challenges across the HVAC and construction ecosystem
- Collaborate with Founders, Sales, Implementation, and Engineering to surface insights, advocate for customer needs, and influence product direction
- Drive proactive client engagement to improve user experience, support adoption, and strengthen renewals and expansion opportunities
- Use data and customer insights to identify trends, increase product adoption, improve user experience, and mitigate churn
- Manage client expectations and escalations with urgency, professionalism, and strategic judgment
- Help build and scale repeatable client success processes and playbooks
A typical week might include:- Leading executive business reviews with enterprise customers
- Managing escalations and high-priority customer initiatives
- Building customer health dashboards and operational reporting
- Collaborating with Product on feature prioritization based on customer feedback
- Working with Sales on expansion opportunities and renewal strategy
- Designing onboarding and adoption playbooks for new enterprise rollouts
- Coaching newer CS team members on account management and client communication
What Success Looks Like- 2 Weeks - Building relationships with key clients and internal teams, learning Rebar's product and workflows, and gaining context on our enterprise accounts and customer operations
- 30 Days - Independently managing day-to-day communication with strategic clients, owning escalations, and identifying opportunities to improve Client Success processes and reporting
- 60 Days - Acting as a trusted partner to enterprise stakeholders, driving adoption and account growth initiatives, and implementing scalable systems and playbooks across the Client Success function
- 90 Days - Operating as a core client facing leader in the GTM function, helping shape the future of Client Success at Rebar through process development and strategic account management
Who You Are- You're NOT looking for a traditional "CSM" role centered around ticket management, reactive follow-ups, and inbound support requests. We move fast, operate with urgency, and take a highly proactive, hands-on approach with our clients and users. This role is built for someone who thrives in a startup environment, enjoys being deeply embedded with clients, and takes true ownership of relationships, outcomes, and account growth.
- 7+ years of experience managing strategic client relationships in B2B SaaS environments, with a track record of operating effectively in high-pressure, high-visibility situations
- You've managed complex enterprise or strategic customer relationships and are comfortable engaging with executive stakeholders and getting hands-on with individual users as a product expert
- You're both highly strategic and highly operational - equally comfortable running a customer QBR or building a process from scratch
- Comfortable operating and communicating at all levels of an organization, from executive presentations to hands-on training and discussion with field personnel
- You thrive in fast-paced startup environments and enjoy building systems in ambiguity
- You have strong commercial instincts and understand how Client Success drives retention and revenue growth
- You're an exceptional communicator with strong executive presence and follow-through
- You're deeply client-oriented but also know how to balance client needs with business priorities
Bonus Points- Experience scaling Client Success at an early-stage or high-growth startup
- Construction tech, industrial software, or field operations experience
- Experience building or managing CS teams
- Familiarity with implementation workflows and operational SaaS deployments
- Experience working with AI-enabled or workflow automation products
Compensation & Benefits- Salary + bonus (depending on experience)
- Equity: Meaningful grant, commensurate with experience
- Benefits: Medical, dental, and vision coverage
- Perks: Free lunches and dinners
This is a
full-time, onsite role based in NYC's Flatiron District, steps from Madison Square Park and Union Square. You'll work side-by-side with a high-performing team, solving real problems in real time, and shaping the future of an industry untouched by AI.
