Sr. Customer Success Manager

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