Customer Success Specialist

About Our Client: Our client is a dynamic platform dedicated to supporting residential services contractors, accelerating the sales and adoption of energy-efficient HVAC, plumbing, and electrical systems. Their mission is to create software infrastructure that facilitates the transition to a greener future, aligning positive environmental impact with effective business outcomes for the trades. The team is rapidly growing, currently consisting of 12 members, and is backed by renowned investors like Sequoia Capital, Bling, Box Group, and industry leaders. Role Overview As a Customer Success Specialist, you will be responsible for driving revenue growth across a portfolio of contractor accounts. Your mission is to transform exceptional onboarding experiences into long-term, high-value relationships by enhancing adoption, maximizing retention, and encouraging expanded usage. You will collaborate closely with co-founders, sales, and product teams to deliver strategic value for customers while contributing to the development of scalable customer success systems. If you excel at combining relationship building with revenue generation, and are eager to play a role in a meaningful business, this is the position for you. What You'll Do Manage renewals and expansion: Own net revenue retention for your accounts; forecast risks and identify upsell opportunities quickly. Strategic account planning: Understand customer goals, track key usage metrics, and proactively drive value through quarterly business reviews and strategic check-ins. Onboarding outcomes: Partner with Account Executives to smoothly transition new customers and guide them through adoption and time-to-value milestones. Unlock growth: Identify underutilized accounts, create playbooks to enhance activation and engagement, and collaborate cross-functionally to resolve challenges. Serve as a feedback conduit: Relay customer insights to product, marketing, and leadership to influence the product roadmap and go-to-market strategy. Establish customer success systems: Assist in defining metrics for customer health, managing renewals, and operationalizing expansion. Who You Are A skilled relationship builder with a focus on revenue. Motivated by accountability and making a significant impact on key business metrics. A systems thinker who builds repeatable processes for success. Comfortable collaborating with both customers and internal teams to achieve better outcomes. Passionate about climate change and eager to contribute to transformative initiatives in the built environment. Requirements 2-5 years of experience in customer success, account management, or a combination of both roles. Demonstrated success managing a revenue portfolio and achieving retention and expansion goals. Experience with SMB or mid-market customers using a consultative, value-driven approach. Strong business acumen with the ability to discuss ROI, workflows, and performance metrics. Bonus: Familiarity with SaaS products, workflow software, or the residential services industry. What's On Offer Competitive compensation package including base salary, bonus, and equity options. Comprehensive healthcare, dental, and vision coverage at no cost. Unlimited paid time off and an education stipend. Free lunch provided daily. A dedicated workspace and budget for necessary equipment. This hybrid role is based in our San Francisco (FiDi or South Park) or New York City office. Clear opportunities for leadership development as the company continues to scale. Location: San Francisco or New York City, with hybrid working options available.