Customer Success Manager

Overview

As a Customer Success Manager (CSM) at Remarcable, you are the strategic partner to our contractor clients. Your mission is to move customers beyond basic platform adoption to realized business outcomes. Following a seamless hand‑off from our Onboarding Team, you will own the long‑term health, retention, and expansion of a dedicated book of business. You are a systems‑thinker who uses data to predict risk and a relationship‑builder who can navigate a job site trailer or meeting with the CFO with equal fluency.

• Post‑Onboarding Success
  Lead the "Value Handoff" from the Onboarding team, ensuring the customer’s initial goals are translated into a long‑term success plan.
• Business Reviews
  Prepare and deliver data‑driven QBRs and EBRs that prove ROI, focusing on efficiency and accuracy across our product offering. Prove how our suite of tools helps contractors streamline business with suppliers.
• Product Expertise
  Continuously align Remarcable’s features with the customer’s evolving business objectives (e.g., reducing "uncontrolled spend" or improving field‑to‑office communication).
• Retention & Risk Mitigation (The GRR Engine)
  Health Monitoring:
  Leverage Totango and Salesforce to monitor engagement trends. Intervene when usage data shows a dip.
  Churn Playbooks:
  Execute graduated risk‑mitigation plays for at‑risk accounts, identifying root causes and orchestrating save plans.
• Renewal Management
  Own the renewal lifecycle from end-to-end, ensuring high Gross Retention Rates (GRR).
• Expansion & Account Growth
  Opportunity Creation:
  Identify white space within accounts for upselling new modules or cross‑selling to additional regions/partners.
• Advocacy
  Convert successful customers into advocates for case studies, referrals, and product beta testing.
• Customer Advocacy & Product Feedback
  Distill complex field feedback into actionable insights for our Product and Engineering teams.
  Market Expertise:
  Stay current on construction tech trends (Electrical, Mechanical, Plumbing) to serve as a credible advisor to our users.

• Experienced: 3–5 years in B2B SaaS Customer Success or Account Management. Experience in the construction industry (Electrical/Mechanical) is a significant advantage.
• Systems‑Minded: You are comfortable using Salesforce and Totango (or similar CSPs) to manage your day. You believe that if it isn’t in the CRM, it didn’t happen.
• Proactive: You have a "Bias for Action" and don’t wait for a renewal date to talk to your customers.
• Articulate: You can explain complex procurement workflows to a foreman and digital transformation ROI to a CFO.
• Owner’s Mentality: You treat your book of business like your own company, prioritizing high‑impact activities over "busy work".

• Full‑Time Position
• Benefits:
  Standard Remarcable Package, including Medical, Dental, Vision, STD and Life insurance (100% Company‑paid for the Employee). 401(k) with company match and bonus potential.
• PTO:
  Two weeks per year in the 1st year, plus 56 hours Sick time.
• Compensation Range: $70,000 – $90,000