Customer Success Manager

Contractor Commerce is seeking a Customer Success Manager to ensure customer satisfaction and manage post-sale relationships. The role oversees onboarding through renewal, drives product adoption and ROI, identifies expansion opportunities and churn risks, and serves as a product expert and primary customer contact.

Responsibilities:

• Manage the post-sales customer relationship, from Onboarding to Renewal
• Facilitate Onboarding meetings and ensure has a successful launch in a timely manner
• Act as the main POC for the customer for all support concerns
• Strategize with the customer to ensure they are getting the most ROI out of their products
• Be the voice of reason for your customer making recommendations on how to approach marketing
• Assist the customer with implementing change management within their organization to promote usage of Contractor Commerce
• Proactively identify upsell opportunities with in your book of business
• Facilitate Quarterly Business Reviews to prove continual ROI to your customers
• Proactively identify Churn risks to drive retention
• Become a product expert. You know our product in and out and are the Subject Matter Expert for all things Contractor Commerce

Requirements:

• Customer Success experience: Extensive experience working in customer success, account management, or a strategic consulting role
• Strong communicator : Excellent and concise communication skills both internally with other departments and externally with our customers. You aren't scared to jump on a call and present to a team of 10 or more and convey a message clearly. You take charge
• Excellent Problem Solver: This is a startup environment where you will be expected to learn and put it into practice quickly. You have an ability to identify issues and create solutions on the fly. You know which departments to loop in and when
• Ambitious with a Learners Mindset: You have a natural curiosity to understand how things work. You are consistently looking to learn, sharpen your skills, and grow alongside an exciting startup as we scale our customer operations functions
• An amazing attitude: You understand that we are in a fast paced startup environment where there isn't always a process set in place. You love that challenge and want to help build daily
• It's a bonus if you have experience in B2B SaaS, or in Home Services or both
• Proven track-record delivering impact : Proven results reducing churn, driving account expansion, and increasing product adoption
• A passion for customers : You love talking to and helping customers all day, every day. You're empathetic and seek to do what's best for your customers while keeping the company's best interests at the forefront