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