Customer Success Manager

About the Company

Based in New York, NY, this bootstrapped and profitable startup develops AI-driven solutions focused on the home services sector, including HVAC, plumbing, roofing, and remodeling. Serving a market valued at over $1 trillion, the company rapidly grew from zero revenue to seven figures within a year and is poised for tenfold growth. The small, high-accountability team consistently outperforms much larger competitors through exceptional execution.

Role Overview

We are seeking the inaugural Customer Success Manager to lead post-sale relationships for a portfolio of enterprise home-service clients. This role centers on revenue growth, requiring you to establish the customer success framework from scratch, maximize client retention, and expand accounts by turning satisfied customers into repeat partners. Close collaboration with the founding team will empower you to shape how the company scales its customer base, with compensation linked directly to your impact on retention and expansion.

Responsibilities

• Manage retention and net revenue retention (NRR) for a portfolio of enterprise clients
• Develop and implement the customer success function and playbook from inception
• Drive additional revenue via upselling and cross-selling initiatives
• Collaborate with sales, product teams, and leadership to achieve strong customer outcomes
• Engage in client site visits as necessary, approximately 25% travel required

Requirements

• 2 to 4 years of experience in customer success, account management, or related revenue-driving roles
• Excellent commercial acumen with a focus on account expansion and driving net revenue retention
• Proven ability to create and implement processes from the ground up
• Willingness and ability to travel around 25% of the time
• Background in home services, trades, field-service management, or experience in early-stage startups is advantageous