The core of this role is advocacy.
Skimmer Customer Success Managers build meaningful relationships with SMB Pool Service Pros to ensure satisfaction and maximize their platform use.
Drive adoption of key modules (payments, work orders, quotes/jobs, etc.) by partnering with customers to build workflows that unlock measurable value from the platform.
Act as a hands-on coach for your book, delivering tailored training and targeted re-engagement sessions that drive activation and ensure every Pro knows how to get the most out of Skimmer.
Proactively identify upsell and cross-sell opportunities as Skimmer expands its product suite, teeing up qualified accounts for the Sales team.
Guide customers toward features and products that align with their business goals
driving adoption, expansion, and long-term value.
Monitor customer health metrics to identify risks and churn threats.
Lead renewal conversations, negotiate terms, and close contracts
ensuring every customer is set up for another successful term with Skimmer.
Lead regular objective reviews with key accounts to assess progress toward goals, surface usage trends, and demonstrate ROI
ensuring every customer is on track to achieve their desired outcomes with Skimmer.
Act as the voice of the customer, providing feedback to internal teams on product enhancements and improvements
CSMs are the feedback loop between customers and product.

Demonstrated experience in customer-facing roles in B2B SaaS, with a focus on SMB customers and high-volume book management, ideally serving trade or field service businesses
A customer value, ROI, and business outcome-driven mindset
Strong instincts for product training; comfortable "re-re-selling" customers on the platform and coaching them toward their goals
Strong de-escalation and problem-solving skills with the ability to navigate difficult conversations confidently
Comfort leveraging AI tools and automation to scale your impact, from proactive outreach to identifying at-risk accounts, so you can spend more time on the conversations that matter
Proven ability to manage a large book of business with strong attention to detail and follow-through
A self-starter who thrives in a fast-paced, entrepreneurial environment and brings energy, ownership, and a team-first attitude

Competitive base pay + bonus potential
Generous medical, dental, and vision plans (we pay 100% of your premium and 50% of your dependents’)
Fantastic culture with a very strong eNPS
we work hard, celebrate wins, and learn as we go to always be improving to benefit our customers.
Immediate access to 401(k) with company match
Flexible PTO (MINIMUM of 10 days required every year)
12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner
Remote work friendly
Comprehensive learning and development budget
A manager dedicated to your development

Customer Success Manager

Key skills