Sr. Customer Success Manager
HybridFranklin, Tennessee, United States
Job Summary
Own a book of business from post-onboarding through renewal, acting as the relationship owner accountable for retention, gross retention, net revenue retention, and logo churn. Run a proactive account cadence including check-ins, business reviews, and success planning while monitoring usage, credit balances, and lead volume to identify at-risk accounts before churn. Identify and close expansion opportunities in partnership with Sales, coach customers on outbound best practices and list strategy, and document journeys in the CRM. Mentor fellow CSMs and Onboarding Representatives to build team playbooks. Client support occurs during business hours from 8am-5pm Central Time. This role requires 4+ years in Customer Success with a track record on retention and expansion, and includes annual team meetings in Nashville, TN.
Required Qualifications
- Mission and value alignment
- 4+ years in Customer Success, Account Management, or a similar customer-facing role, including experience owning a book of business in a software and/or service business
- A track record on retention, renewals, and expansion - you've carried a number, not just a queue
- You've been in a 'teaching' role - any setting where you have had to train, teach, and coach other people
- Comfortable talking business outcomes with owners and GMs, including the hard conversations about results and expectations, and you can do it with positivity/honesty
- Highly organized and self-directed - you can manage a large portfolio and turn account data into a prioritized action list without being told who to call next
- Comfortable working in a camera-on organization and leading virtual meetings, business reviews, and training sessions
- You're very computer-competent and can handle software tools b/c you've used them before (maybe not our specific stack, but you're not afraid of technology)
- Ability to travel to company off-site meetings 2 times per year. These are usually 2 days in Nashville, TN.
- We require individuals to live in Mountain, Central, or Eastern time zones.
Desired Qualifications
- Home service, franchise, real estate, and/or outbound sales background - This helps with understanding our customers
- Familiar with home service software like CRMs, FSMs or other sales platforms, and outbound tools like ZoomInfo, Outreach, Salesloft, Apollo, Salesforce, HubSpot, etc.
- You've helped a start-up go from zero to one with their CS motions
- Familiar with our tech stack (HubSpot, Google Suite, Slack, Zoom) and other relevant CS and customer support products.
- Early-stage start-up experience
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