Founding Account/Customer Success Manager

Responsibilities

• Build deep relationships with customer champions and economic buyers by driving on-time renewals at high rates.
• Maintain and monitor account health, identifying churn risks early and executing retention strategies.
• Ensure customers renew at high rates.
• Act as the front line of defense for unhappy customers, navigating difficult conversations and coordinating with Engineering and Product to resolve issues quickly.
• Turn detractors into promoters through exceptional service recovery.
• Identify and close expansion opportunities (new use cases, new products, etc.) with our existing customers.
• Directly manage and build processes to ensure success for a portfolio of 475+ accounts.
• Run quarterly business reviews (QBRs) with key accounts to review ROI, identify opportunities, and strengthen relationships.
• Gather product feedback and advocate for customer needs with Engineering and Product teams.
• Improve our customer success processes (playbooks, health scoring, QBR templates, renewal workflows, CRM hygiene, expansion dashboards, etc.).
• Join weekly sprint planning with Engineering to represent customer priorities.

Requirements

• 3+ years of account management experience: 2+ years managing customer accounts at a b2B SaaS company.
• You understand the relationship-building, process, and tenacity required to retain and expand 5-6 figure b2B SaaS contracts.
• Prior customer success + expansion success: strong record evidenced by retention rates, NRR/GRR metrics, and manager feedback. Be prepared to share specific numbers in interviews.
• Hands-on: you have been a successful IC and want to continue being one. You must love operating in the messy weeds of customer relationships and driving expansion.
• Owner mindset: you are self-directed and able to work with minimal supervision. We can trust you to flag at-risk customers early and fight to save them. Where there's a gap, you fill it without asking.
• Strong EQ: you know when to listen and when to sell. You are attuned to customer sentiment and early warning signs of churn.
• Uncanny ability to deliver results: you get the job done consistently, doing any task needed to deliver on time. You're gritty and not easily discouraged.
• Nice to have: experience managing customer accounts in the construction tech industry, experience at a startup, ideally Series B/C or earlier, comfort operating without established processes, familiarity with accounting concepts and nuances.

Benefits

• Healthcare: we cover 90% of your healthcare costs with several plan options.
• 401k: we match 100% of your contributions, up to 4% of annual salary.
• Performance Bonuses: we offer annual performance bonuses when we hit company growth goals, which are a % of your base salary. These are large, meaningful rewards that scale with the amount we grow in a particular year.
• Relocation: sizable relocation bonus for folks currently located outside of the Bay Area, and a bonus for anyone (even within the Bay Area) who moves within a 15-minute walk of our office.
• Breakfast & Dinner, delivered: breakfast and dinner stipends through DoorDash. Plus a kitchen stocked with coffee, snacks, drinks, and more.
• Gym: on-site gym with Peloton, squat rack, Tempo, Yoga setup, and more.
• Visa: we sponsor Visas (H1B, TN, etc.) for candidates who are a good fit!
• Commute benefits: employees can make pre-tax contributions toward commuting costs, and we'll cover the full cost of a Muni pass for those using public transit.