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.