Client Success Manager

What You'll Do

• Own a book of live stores with the outcome that they stay and are glad they did.
• Keep every stoplight (🟢/🟡/🔴) honest and accurate as a read on each client.
• Work the cadence: green every month, yellow every two weeks, red daily until resolved.
• Catch risk before it turns red by reading early signals like usage drops, frustrated owners, or workflows not sticking.
• Run the save when an account slips: find the real root cause and pull it back to green.
• Turn client pain into product signal: file clear bugs/requests and distinguish training gaps (fix yourself) from product gaps (escalate to Product).
• Partner with Product Support on escalations (own the relationship, they own the fix).
• Take clean handoffs from Implementation and carry the relationship forward.
• Turn healthy clients into advocates for references, case studies, and prospect calls.
• Keep Salesforce current so stoplight snapshots reflect reality.

What We're Looking For

Essential Qualities

• Ownership mindset: treat your book like your own business and own the outcome.
• Reads people and signals early: sense when an account is drifting before metrics show it.
• Excellent written and verbal communication: speak equally well to non-technical owner-operators and our Product team.
• Organized and self-directed: manage a full book, prioritize accounts, keep records clean.
• Comfort with ambiguity: build the missing parts in a startup CS environment without a full playbook.

Valuable Experience (Not Required)

• Prior Client Success, Account Management, or relationship-driven support in SaaS.
• Carrying a retention, renewal, or expansion number.
• Retail, POS, payments, or small-business operations background.
• Experience with owner-operator or SMB customers (vs. enterprise).

Technical Requirements

• Comfortable learning and becoming expert in complex software (full ERP platform).
• Proficient with spreadsheets (Google Sheets/Excel) and comfortable in a CRM (Salesforce).

Bonus Points

• Direct familiarity with paint, hardware, building materials, farm & feed, or related industries.
• Experience with payments/merchant services attach.
• Comfortable in a dynamic startup where priorities shift and you build process.
• Experience with Salesforce, Gong, Intercom, or similar tools.

Compensation & Benefits

Salary: $117,000 - $130,000 annually
Equity: $30,000 initial grant value, vesting over 4 years

Benefits:

• Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
• Life insurance
• 401k with Betterment
• Unlimited PTO with 10 company paid holidays
• In-office gym
• Daily team lunches
• Learning materials and audiobook subscriptions