Customer Success Manager (Copy)
On-siteNew York City, New York, United States or New York, United States
Job Summary
Own a portfolio of accounts across company sizes, serving as the primary point of contact from onboarding through renewal. Lead customer onboarding end-to-end, setting customers up for fast time-to-value and continuously refining the process. Troubleshoot customer problems with depth by diagnosing issues rather than escalating them, while developing genuine expertise in how restoration contractors run their businesses. Serve as a direct line between customers and the product team, synthesizing patterns into actionable recommendations. Conduct regular check-ins and business reviews to surface expansion opportunities, and partner with the sales team on renewals and expansion conversations. Identify at-risk accounts early and work cross-functionally to address them before they become problems. This in-office role in New York City reports directly to the founders, with a base salary of $100k-180k OTE and meaningful equity.
Required Qualifications
- 3+ years of experience in customer success, account management, or a closely related role at a B2B SaaS company
- Proven ability to manage a diverse book of business — from high-touch enterprise relationships to scaled SMB accounts
- Strong onboarding instincts — you know how to get customers to value quickly, and you're always looking for ways to do it better
- A troubleshooter at heart — you dig into customer problems with curiosity and depth rather than routing tickets and waiting for answers
- Strong communicator who can translate technical concepts for non-technical audiences (our customers are contractors, not software engineers)
- Experience making structured, specific product recommendations — you can turn customer frustration into a clear brief
- Based in New York City and excited to work in-office at 221 Canal alongside the Rebuild team with occasional travel
- Experience working with CRM and CS platforms to track account health and stay organized across a large portfolio
- Applicants must be eligible to work in the United States. Rebuild does not sponsor work visas or employment authorization. Only candidates with the legal right to work in the U.S. will be considered for this position.
Desired Qualifications
- A genuine curiosity about the industries you serve — bonus points for experience in construction tech, insurance, or field services
- You're energized by early-stage environments where the playbook is still being written
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