Client Success Manager
Own a book of independent retail clients (paint, hardware, farm & feed stores) post-implementation at Rundoo. Drive retention, adoption, value realization, and QBRs/renewals while turning client feedback into product signals in a startup CS role.
About the job
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
Skills
Salesforce, Google Sheets, Excel, ERP, CRM
Similar jobs
Customer Success jobs
Harvey
New York, NY
Own retention, renewals, and expansion across a high-volume Enterprise SaaS customer portfolio. The role combines consultative engagement, data-driven health monitoring, QBRs, and cross-functional collaboration to drive adoption and revenue growth.
Kodex
United States
Own onboarding, adoption, retention, renewals, and expansion for strategic SaaS customers while building scalable Customer Success processes. The role requires at least five years of customer-facing experience, SaaS or account management expertise, strong executive communication, and technical fluency.
Skydio
United States
Own implementation, adoption, retention, and expansion for mid-market public safety customers using Skydio’s autonomous drone solutions. The role requires enterprise technology delivery experience, strong customer engagement and project management skills, remote customer success experience, and travel.
Sourcegraph
United States
Manages enterprise and commercial customer accounts for a technical SaaS product, driving adoption, renewal health, and expansion. The role requires customer-facing experience, technical SaaS familiarity, strong presentation skills, and analytical, autonomous execution.
Cribl
Washington, DC
Supports federal customers as a technical customer success advisor, guiding onboarding, adoption, expansion, and measurable outcomes for Cribl observability solutions. Requires 5+ years of post-sales customer engagement, federal or public sector experience, and expertise in observability and data pipelines.