Founding Customer Success Manager

About the Role

As the first dedicated Customer Success hire at an AI-powered home services software startup, you will own customer retention and growth while building the processes that support a growing customer base. This is a commercially focused role with the opportunity to shape how Customer Success develops as the company scales.

What You'll Do

• Own retention, expansion, and referrals across your customer portfolio, taking responsibility for its commercial outcomes.

• Build and refine onboarding, customer health scoring, business review, and renewal processes from the ground up.

• Work closely with customers to understand their challenges, build trusted relationships, and identify upsell and cross-sell opportunities.

• Travel to customer offices and job sites to meet operators and strengthen customer relationships.

• Establish the foundations for a Customer Success team as the business grows.

What We're Looking For

• Three to eight years of experience in Customer Success, account management, or a revenue-focused sales role, ideally at a startup.

• A track record of driving expansion, upsells, or net revenue retention.

• Experience creating customer success processes from scratch, including onboarding or business review playbooks.

• A commercial mindset and comfort working in a growing environment with ambiguity and varied responsibilities.

• Familiarity with AI tools and Notion; experience in home services, the trades, or voice AI is useful.

Compensation & Benefits

Salary range: $110,000 to $150,000 annually. Visa sponsorship is available.

Location

On-site in New York, New York, five days per week, with 10% to 25% travel to meet customers.