Client Success Manager

About the role

Location: Chicago (in-office 4x/week)

You own the relationship with a book of live clients after they go live—independent paint, hardware, and farm & feed stores that now run their business on Rundoo.

Your job is to understand what each client was trying to achieve when they moved to Rundoo—faster close-outs, sharper analytics and customer engagement, mobile capabilities, easier inventory counts—and make sure the product is actually delivering those outcomes.

Six months after go-live, a district manager should be able to point to concrete results Rundoo made possible.

Responsibilities

• Own a book of live stores and the simple outcome on it: they stay, and they're glad they did
• Keep every stoplight honest — an accurate 🟢/🟡/🔴 read on each client at all times, because the team's whole view of risk is only as good as your stoplights
• Work the cadence — green every month, yellow every two weeks, red daily until resolved — so no account goes quiet long enough to churn
• Catch risk before it's a red — read the early signals (usage dropping off, a frustrated owner, a workflow that isn't sticking) and get ahead of them
• Turn client pain into product signal — file clear bugs and requests, and know the difference between a training gap (you fix it) and a product gap (Product needs to hear it)
• Partner with Product Support (Robbie, Tim) on escalations — you own the relationship, they own the fix
• Turn healthy clients into advocates — references, case studies, the stores a prospect calls to check us out
• Keep Salesforce current so the stoplight snapshot reflects reality, not last month

Qualifications

• Ownership mindset - You treat your book like it's your own business and you're accountable for the outcome
• Reads people and signals early - You sense when an account is drifting before it shows up in a metric
• Excellent written and verbal communication - You can talk to a non-technical owner-operator and to our Product team with equal ease
• Organized and self-directed - You manage a full book, prioritize the right accounts, and keep your records clean
• Comfortable with ambiguity - Startup CS has no playbook for everything; you build the missing parts

Skills

• Comfortable learning and becoming expert in complex software (our full ERP platform)
• Proficient with spreadsheets (Google Sheets/Excel) and comfortable in a CRM (Salesforce)
• Able to work from the Chicago office during required hours

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

Pay

$117,000 - $130,000 annually

Schedule

Full-time, in-office 4x/week