Customer Success Manager

Who our Client is: Our client is a platform for residential services contractors that accelerates the sales and adoption of higher-efficiency HVAC, plumbing and electrical systems. Their mission is to build the software infrastructure to help the built world transition to a greener future, aligning impact with the best possible bottom-line outcome for the trades. They are a fast growing team of 12 based, and are backed by top investors, including Sequoia Capital, Bling, Box Group, and industry leaders. Role Overview As a Customer Success Manager, you'll own revenue growth across a portfolio of contractor accounts. Your goal is to turn great onboardings into long-term, high-value relationships-driving adoption, maximizing retention, and expanding usage over time. You'll work closely with co-founders, sales, and product to deliver strategic value for customers while shaping the systems used to scale customer success. If you thrive at the intersection of relationships and revenue-and want to help build a business that matters-this is your role. What You'll Do Drive renewals and expansion: Own net revenue retention across your book of business; forecast risks and identify upsell opportunities early Strategic account planning: Understand customer goals, track key usage and business metrics, and proactively drive value through QBRs and strategic check-ins Own onboarding outcomes: Partner with AEs to transition new customers, then lead them through adoption and time-to-value milestones Diagnose and unlock growth: Identify underutilized accounts, design playbooks to boost activation and engagement, and resolve blockers cross-functionally Be the feedback loop: Share customer insights with product, marketing, and leadership to influence roadmap and GTM strategy Build foundational CS systems: Help define how customer health is measured, renewals are managed, and expansion is operationalized Who You Are A relationship builder and a revenue owner Energized by accountability and moving key business metrics Someone who thinks in systems and builds repeatable processes Comfortable pushing both customers and internal teams to create better outcomes Passionate about climate and ready to contribute to meaningful change in the built environment Requirements 2-5 years of experience in customer success, account management, or a hybrid AM/CSM role Proven track record managing a revenue book and hitting retention/expansion goals Experience working with SMB or mid-market customers in a consultative, value-driven approach Strong business acumen and the ability to speak to ROI, workflows, and performance metrics Bonus: Experience with SaaS, workflow software, or the residential services industry What's On Offer Competitive compensation: base salary, bonus, and equity 100% covered healthcare, dental, and vision option Unlimited PTO and education stipend Daily free lunch Dedicated desk and equipment budget Hybrid role based in SF (FiDi or South Park) or NYC office Clear path to leadership as the company scales