Senior Client Success Manager

About Rebar

Rebar is building the next-generation operating system for commercial HVAC, electrical, and plumbing suppliers and subcontractors. Over the past year, our V1 quoting product has scaled to thousands of quotes completed weekly, doubled revenue in 2026, and gained adoption across many of the top suppliers in North America.

Role

We are hiring a Senior Client Success Manager to help scale Rebar’s Client Success function during a critical phase of company growth. This role combines strategic account management with operational ownership. You’ll directly manage relationships with some of our largest and most important enterprise accounts while also helping to build the systems, processes, and infrastructure needed to scale Client Success across hundreds of customers and thousands of users.

What You’ll Do

• Own executive relationships across Rebar’s largest enterprise and strategic accounts
• Serve as a trusted advisor to customer leadership teams, driving adoption, retention, and expansion
• Lead executive business reviews, strategic planning sessions, rollout planning, and escalations
• Partner closely with Sales on renewals, upsells, account growth, and expansion strategy
• Develop deep expertise in customer workflows and operational challenges across the HVAC and construction ecosystem
• Collaborate with Founders, Sales, Implementation, and Engineering to surface insights, advocate for customer needs, and influence product direction
• Drive proactive client engagement to improve user experience, support adoption, and strengthen renewals and expansion opportunities
• Use data and customer insights to identify trends, increase product adoption, improve user experience, and mitigate churn
• Manage client expectations and escalations with urgency, professionalism, and strategic judgment
• Help build and scale repeatable client success processes and playbooks

A Typical Week Might Include

• Leading executive business reviews with enterprise customers
• Maintaining day-to-day communication with strategic clients
• Owning escalations and high-priority customer initiatives
• Building customer health dashboards and operational reporting
• Collaborating with Product on feature prioritization based on customer feedback
• Working with Sales on expansion opportunities and renewal strategy
• Designing onboarding and adoption playbooks for new enterprise rollouts
• Coaching newer CS team members on account management and client communication

Who You Are

• You’re NOT looking for a traditional “CSM” role centered around ticket management, reactive follow-ups, and inbound support requests. We move fast, operate with urgency, and take a highly proactive, hands-on approach with our clients and users.
• This role is built for someone who thrives in a startup environment, enjoys being deeply embedded with clients, and takes true ownership of relationships, outcomes, and account growth.
• 7+ years of experience managing strategic client relationships in B2B SaaS environments, with a track record of operating effectively in high-pressure, high-visibility situations
• You’ve managed complex enterprise or strategic customer relationships and are comfortable engaging with executive stakeholders and getting hands-on with individual users as a product expert
• You’re both highly strategic and highly operational — equally comfortable running a customer QBR or building a process from scratch
• You’re comfortable operating and communicating at all levels of an organization, from executive presentations to hands-on training and discussion with field personnel
• You thrive in fast-paced startup environments and enjoy building systems in ambiguity
• You have strong commercial instincts and understand how Client Success drives retention and revenue growth
• You’re an exceptional communicator with strong executive presence and follow-through
• You’re deeply client-oriented but also know how to balance client needs with business priorities

Bonus Points

• Experience scaling Client Success at an early-stage or high-growth startup
• Construction tech, industrial software, or field operations experience
• Experience building or managing CS teams
• Familiarity with implementation workflows and operational SaaS deployments
• Experience working with AI-enabled or workflow automation products