Customer Success Manager
Remote · United States or Toronto, Ontario, Canada
Job Summary
The core of the role is advocacy and relationship-building for a portfolio of SMB pool service professionals, driving adoption of Skimmer modules (payments, work orders, quotes/jobs, etc.), delivering tailored training, and identifying expansion opportunities. You will own a book of business, monitor customer health and retention, lead renewal conversations, and collaborate with Sales, Product, and Support to deliver an end-to-end customer experience. You’ll develop enablement content, coach customers to unlock platform value, and guide customers toward features that meet their business goals, while proactively addressing risks and ensuring long-term customer success and ROI.
Required Qualifications
- Experience in customer-facing roles in B2B SaaS, with SMB focus
- Ability to manage a high-volume book of business
- Customer value/ROI and business outcome mindset
- Strong product training and coaching skills
- Ability to upsell/cross-sell and guide customers to align with product goals
- Strong de-escalation and problem-solving abilities
- Comfort using AI tools and automation to scale outreach
- Attention to detail and follow-through
- Self-starter in fast-paced, entrepreneurial environments
- Strong communication and collaboration with Sales, Product, Support
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