Founding Customer Success Manager

About the Role

Join an AI-powered software company serving the home services industry as its first dedicated customer success hire. You will own customer outcomes and revenue growth while building the processes and playbook that support a growing customer success function.

What You'll Do

• Manage a portfolio of customers, driving retention, expansion, and referrals.

• Build customer success processes from the ground up, including onboarding, health scoring, business reviews, and renewals.

• Understand customer needs, build trusted relationships, and identify opportunities for upsell and cross-sell.

• Travel to customer offices and job sites to meet operators and strengthen relationships.

• Help lay the groundwork for a future customer success team.

What We're Looking For

• Three to eight years of experience in customer success, account management, or sales, with a strong commercial focus.

• A track record of driving account expansion, upsells, or net revenue retention.

• Experience building customer-facing playbooks and processes from scratch, including onboarding or business review programs.

• Comfort with account ownership, ambiguity, and working across multiple responsibilities in a startup environment.

• Familiarity with AI tools and Notion; experience in home services, the trades, or voice AI is helpful.

Compensation & Benefits

Base salary is $110,000 to $150,000 annually. Visa sponsorship is available.

Location

On-site five days per week in New York, New York. The role includes 10% to 25% travel to meet customers.