In this role, we are looking for an experienced, commercially minded Senior Customer Success Manager to own a book of business from post-onboarding through renewal. You are the relationship owner for your accounts, and you own their outcomes: are they running outbound consistently, are they getting leads, and are they going to renew and grow with us?
The ideal candidate has carried a book of accounts before, is comfortable being measured on retention and expansion, and can have a direct, honest conversation with an owner or GM about what is and isn't working. You find the at-risk account before it churns and the growth opportunity before we ask for it.
Role & Goal:- Own a book of business - you are the named owner for a portfolio of accounts and accountable for their retention, health, and growth
- Own your renewal numbers: gross retention, net revenue retention, and logo churn
- Identify and close expansion opportunities (credits, locations, seats, products) in partnership with Sales
- Run a proactive account cadence set by tier: check-ins, business reviews, and success planning tied to each customer's goals and expected ROI
- Own account health - monitor usage, credit balances, campaign activity, and lead volume, and act on the early indicators of churn instead of waiting for a cancellation request
- Keep accounts in motion - launched, sending, and generating leads, and re-engage the ones that have gone quiet
- Coach the business, not just the software - bring outbound best practices, list strategy, and messaging guidance so customers get results, not just logins
- Identify blockers, escalate accordingly, and drive them to resolution cross-functionally
- Document the customer's journey completely in our CRM, including account plans, health, risk, and next steps
- Work cross-functionally to deliver product feedback, feature requests, and bugs
- Mentor fellow CSMs and Onboarding Representatives, and help build the playbooks our team runs on
- Our success comes from our customers' success. You are measured on items like:
- Gross retention, net revenue retention, and logo churn
- Expansion revenue
- Adoption and activity (accounts actively sending, credit utilization, leads generated)
- Account coverage and CRM hygiene
- Client support is during our customers' business hours and generally from 8am-5pm Central Time
- Remote Work with Hybrid Opportunity - We are a remote team with a hybrid office structure for Nashville area team members.
- As an early-stage company, roles may change and expand over time. You will have an opportunity to participate in lots of new initiatives and projects.
- Attend and engage during 1-2 annual team meetings in Nashville, TN. These are generally 2-3 days, including travel.
About You:- Must have:
- Mission and value alignment
- 4+ years in Customer Success, Account Management, or a similar customer-facing role, including experience owning a book of business in a software and/or service business
- A track record on retention, renewals, and expansion - you've carried a number, not just a queue
- You've been in a 'teaching' role - any setting where you have had to train, teach, and coach other people
- Comfortable talking business outcomes with owners and GMs, including the hard conversations about results and expectations, and you can do it with positivity/honesty
- Highly organized and self-directed - you can manage a large portfolio and turn account data into a prioritized action list without being told who to call next
- Comfortable working in a camera-on organization and leading virtual meetings, business reviews, and training sessions
- You're very computer-competent and can handle software tools b/c you've used them before (maybe not our specific stack, but you're not afraid of technology)
- Ability to travel to company off-site meetings 2 times per year. These are usually 2 days in Nashville, TN.
- We require individuals to live in Mountain, Central, or Eastern time zones.
- Nice to have:
- Home service, franchise, real estate, and/or outbound sales background - This helps with understanding our customers
- Familiar with home service software like CRMs, FSMs or other sales platforms, and outbound tools like ZoomInfo, Outreach, Salesloft, Apollo, Salesforce, HubSpot, etc.
- You've helped a start-up go from zero to one with their CS motions
- Familiar with our tech stack (HubSpot, Google Suite, Slack, Zoom) and other relevant CS and customer support products.
- Early-stage start-up experience
