Client Success Manager

About Rundoo

Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive. Backed by leading investors including Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly:
We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.

Location:

Chicago (in-office 4x/week)

As a Client Success Manager at Rundoo, you own the relationship with a book of live clients after they go live—independent paint, hardware, and farm & feed stores that now run their business on Rundoo. Your job is to understand what each client was trying to achieve when they moved to Rundoo—faster close-outs, sharper analytics and customer engagement, mobile capabilities, easier inventory counts—and make sure the product is actually delivering those outcomes.

Six months after go-live, a district manager should be able to point to concrete results Rundoo made possible. You'll be one of the first Client Success hires in our new Chicago office, helping shape how CS scales as Rundoo expands across the country. You'll own retention and adoption depth on your book: running renewals and QBRs, watching account health through our stoplight model, and driving real value realization in the core workflows that make clients successful.

We don't have an established expansion playbook yet—you'll help build it—so early on the focus is depth of adoption and outcomes rather than an expansion quota. You'll report to Claire, Rundoo's Manager of Client Success, and work closely with Client Success, Product Support, and Implementation to make sure clients get full value from the platform and that what we learn flows back to Product and Engineering.

• Own a book of live stores and the simple outcome on it: they stay, and they're glad they did
• Keep every stoplight honest — an accurate read on each client at all times, because the team's whole view of risk is only as good as your stoplights
• Work the cadence — green every month, yellow every two weeks, red daily until resolved — so no account goes quiet long enough to churn
• Catch risk before it's a red — read the early signals (usage dropping off, a frustrated owner, a workflow that isn't sticking) and get ahead of them
• Run the save when an account slips — find the real root cause, not just the symptom, and pull it back to green
• Turn client pain into product signal — file clear bugs and requests, and know the difference between a training gap (you fix it) and a product gap (Product needs to hear it)
• Partner with Product Support (Robbie, Tim) on escalations — you own the relationship, they own the fix
• Take clean Steady handoffs from Implementation and carry the relationship from there
• Turn healthy clients into advocates — references, case studies, the stores a prospect calls to check us out
• Keep Salesforce current so the stoplight snapshot reflects reality, not last month

• Ownership mindset
  - You treat your book like it's your own business and you're accountable for the outcome
• Reads people and signals early
  - You sense when an account is drifting before it shows up in a metric
• Excellent written and verbal communication
  - You can talk to a non-technical owner-operator and to our Product team with equal ease
• Organized and self-directed
  - You manage a full book, prioritize the right accounts, and keep your records clean
• Comfort with ambiguity
  - Startup CS has no playbook for everything; you build the missing parts

• Prior Client Success, Account Management, or relationship-driven support experience in SaaS
• Experience carrying a retention, renewal, or expansion number
• Retail,…