Founding Customer Success Manager
About the Role
Join an early-stage AI sales platform serving the home services industry as its first dedicated customer success hire. You will own customer outcomes and revenue growth while building the processes that support retention, expansion, and a future customer success team.
What You'll Do
Manage a growing portfolio of customers, with accountability for retention, expansion, and referrals.
Build and refine customer success processes, including onboarding, health scoring, business reviews, and renewals.
Work closely with customers to understand their needs, build trusted relationships, and identify upsell and cross-sell opportunities.
Travel to customer offices and job sites to meet operators and strengthen customer relationships.
Establish the foundation for a customer success team as the business grows.
What We're Looking For
Three to eight years of experience in customer success, account management, or sales, ideally at a startup.
A strong commercial track record driving account expansion, upsells, or net revenue retention.
Experience building customer-facing playbooks and processes from the ground up, including onboarding or business review programs.
A self-directed, adaptable approach and comfort working in a growing company with evolving processes.
Familiarity with AI tools and Notion; experience in home services, the trades, or voice AI is relevant.
Willingness to travel approximately 10% to 25% for customer visits.
Compensation & Benefits
The salary range is $110,000 to $150,000 USD annually. Visa sponsorship is available.
Location
This is an on-site role in New York, New York, with an expectation of working from the office five days per week.