Customer Success Manager

This is a fully remote position, open to applicants in United States, +2 more countries.

📋 Description

• Manage a portfolio of client accounts from start to finish, beginning with approximately 20 accounts and expanding to 40–50 at full capacity.

• Act as the primary contact for each client, responsible for maintaining the relationship, ensuring retention, and achieving results.

• Shadow the current Customer Success Manager (CSM) during the initial month, then assume responsibility for a group of clients.

• Conduct regular check-ins to clarify results, lead flow, and outline next steps.

• Proactively identify issues and escalate them to the team on the same day.

• Ensure that the expected Monthly Recurring Revenue (MRR) is collected punctually.

• Gain referrals, reviews, and testimonials from satisfied clients.

• Implement proven customer success processes for onboarding, monitoring client health, establishing reporting cadence, and preventing churn.

• Document effective processes to enable team scalability.

• Collaborate in a pod with media buying, creative teams, and another CSM.

• Report directly to the founder.

• In your application, please specify the home improvement or contractor clients managed, the maximum number of simultaneous accounts, and an example of how you saved a client from churn.

⛳️ Requirements

• Experience in client success or account management with home improvement or contractor clients, particularly in kitchen and bath remodeling; this is the top requirement.

• Personally managed over 20 client accounts simultaneously.

• Agency experience, preferably in lead generation or Meta/Google ads for local service businesses.

• Experience in a scaling company where you contributed to building customer success processes rather than just following them.

• Highly organized and quick, with a consistent follow-up approach.

• Communicate with clarity and confidence, capable of handling challenging client conversations.

• Fluent in English (both written and spoken).

• Available Monday through Friday, from 8 AM to 5 PM CST.

• Not suitable for candidates who have never worked with home improvement or contractor clients.

• Not suitable for candidates who have only managed a single in-house brand or a few enterprise accounts.

• Not suitable for candidates who require a fully developed playbook and daily direction.

• Not suitable for candidates who shy away from difficult client conversations.

🏝️ Benefits

• Base salary plus performance bonuses, with On-Target Earnings of $8,000–$10,000 per month.

• Monthly bonuses linked to MRR collected, qualified referrals booked, and client reviews and testimonials.

• 100% remote work environment.

• Independent contractor position.

• Clear growth trajectory: opportunity to lead a team of CSMs as a CSM Manager, with potential for advancement into pod management or operations leadership.