Contractor Success Manager

About the Role

We're looking for an in-office Account Manager with a strong foundation in construction or home services and direct experience working with contractors or small trades businesses. This role owns a portfolio of contractors ("book of business") and is responsible for ensuring each contractor remains in good standing on Realm's platform. You'll monitor SLAs, oversee payments, manage escalations, and coach contractors to grow their business while maintaining high performance and service standards.

Success in this role requires strong operational discipline, excellent communication skills, and the ability to balance empathy with accountability in a fast-paced marketplace environment.

Responsibilities

Contractor Book of Business Management

• Own and manage a portfolio of contractors, ensuring they meet Realm's quality, performance, and compliance standards.

• Monitor contractor SLAs, including response times, acceptance rates, communication quality, and customer satisfaction.

• Conduct regular business reviews to ensure contractors remain in good standing and aligned with platform expectations.

• Support contractors with profile optimization, pricing guidance, and operational improvements to help grow their business on Realm.

Operational Oversight & Payments

• Track key operational and performance metrics across your contractor portfolio.

• Oversee payments ensuring timely contractor payments.

• Maintain clean, accurate documentation in CRM and internal tools (Salesforce, etc.).

Escalation & Issue Management

• Serve as the primary point of contact for escalations involving contractors in your portfolio.

• Evaluate issues from both homeowner and contractor perspectives to ensure fair, neutral, and timely resolution.

• Partner with the Advisor team on disputes, cancellations, and remediation plans.

Coaching & Contractor Growth

• Provide actionable feedback to contractors to improve homeowner communication, pricing, profile quality, and close rates.

• Identify growth opportunities and guide contractors on best practices that strengthen performance and drive revenue.

• Deliver onboarding, training, and ongoing education to support contractor success on the platform.

Qualifications

Experience

• 3-6 years in account management, customer success, partner management, or operations.

• Experience in a marketplace environment (Thumbtack, Angi, TaskRabbit, Airbnb, etc.) strongly preferred.

• Direct experience working with contractors or small businesses in construction, remodeling, or home services.

• Bonus: Background in construction management, real estate, or homeowner services.

Skills

• Proficiency with CRM and workflow tools (Salesforce, Saleloft).

• Comfortable analyzing performance metrics and building simple reports in Google Sheets or Looker.

• Excellent written communication, including the ability to create contractor guides, training materials, or process documentation.

• Strong organizational skills with the ability to manage multiple accounts simultaneously.

Personality Traits

Empathetic listener and strong communicator.

• Proactive and solutions-oriented; able to anticipate issues before they escalate.

• Balanced, fair, and calm when navigating tough conversations or escalations.

• Thrives in a fast-paced, high-growth environment.

• Motivated by improving the remodeling experience for both homeowners and contractors.

Comp $100-110k, with competitive equity.