Customer Success Customer Success Manager Atlanta, GA; In-Person

Sword point is looking for a Customer Success Manager to manage our most important customer relationships on the Win Gen platform. This is a role with real ownership: you will wrap your arms around our highest-value accounts, including our private equity roll-up customers, and take responsibility for their utilization, satisfaction, and growth. This is not a single-account role. You will work across our programs and account base rather than sitting inside one customer, and you will need to move fluidly between them.

This is not a reactive support role. The right person treats every customer conversation as an opportunity: to solve the problem in front of them, to identify where our existing products can do more for that customer, and to spot the problems customers have that we don't solve yet, then bring those back to our product and sales teams. We want someone who is genuinely excited about AI: about using AI tools to support customers better and faster, about understanding how AI can turn the problems they hear from customers into new products, and about bringing their experience together with AI to rethink how we approach customer success as a business.

Over the first six months, you will take ownership of approximately 50 accounts. This is an individual contributor role to start. There is no expectation that you manage a team on day one, but we do expect you to think at a high level about how the Sword point customer success machine should work as it scales: how accounts are tiered, how coverage is designed, and where the function should be automated or restructured.

Progress is tracked through quarterly reviews, and there is a clear path to grow in title and scope for someone who takes natural ownership of the function.

• Manage the relationship with Sword point's most important accounts, including private equity roll-ups, with responsibility for utilization, customer satisfaction, and retention
• Work across programs and the broader account base rather than owning a single customer, prioritizing your time where it moves account health the most
• Resolve customer issues with deep, expert knowledge of the Win Gen platform, managing tickets through Zoho Desk as one input to overall account health
• While solving problems for customers, actively identify opportunities to sell them products we already have, and help convert them
• Listen for customer problems beyond the scope of what Win Gen offers today, and communicate them to the product and sales teams to help identify where we expand the product
• Use AI tools to support customers better: faster answers, better account intelligence, and smarter coverage of a large account base
• Combine AI and your own experience to rethink how we approach customer success as a business: not just how tickets get answered, but how the function creates value
• Think structurally about how the customer success function should scale (account tiers, coverage model, and how work is divided as the team grows), and bring those recommendations to leadership
• Track and report on account health, utilization, and customer satisfaction to leadership

• Experience owning customer relationships for a software product in customer success, account management, or a similar function, with accountability for outcomes, not just responsiveness
• A consultative instinct: demonstrated ability to turn customer conversations into expansion, upsell, or product insight
• Genuine enthusiasm for AI, with hands-on use of AI tools in daily work and curiosity about how AI can create new products for customers
• Strong organization and follow-through across a large account base: nothing falls through the cracks
• Excellent written and verbal communication with customers at all levels, and the ability to translate customer needs credibly to product and sales teams
• Comfort navigating ambiguity and shifting priorities in a fast-paced, scaling environment

• Familiarity with home services, retail, or field-service industries
• Experience building or structuring a support or customer success function
• Track record of closing upsell or expansion revenue within existing accounts
• Experience with ticketing platforms (Zoho Desk or similar) and CRM or field-service platforms (Service Titan, Housecall Pro, Zoho, Salesforce, or similar)