About the role
Overview As a Customer Success Manager (CSM) at Remarcable, you are the strategic partner to our contractor clients. Your mission is to move customers beyond basic platform adoption to realized business outcomes. Following a seamless hand-off from our Onboarding Team, you will own the long-term health, retention, and expansion of a dedicated book of business. You are a systems-thinker who uses data to predict risk and a relationship-builder who can navigate a job site trailer or meeting with the CFO with equal fluency. Key
Responsibilities 1. Strategic Success & Value Realization Post-Onboarding Success: Lead the "Value Handoff" from the Onboarding team, ensuring the customer’s initial goals are translated into a long-term success plan. Business Reviews: Prepare and deliver data-driven QBRs and EBRs that prove ROI, focusing on efficiency and accuracy across our product offering. Proving how our suite of tools helps contractors streamline business with suppliers. Product Expertise: Continuously align Remarcable’s features with the customer’s evolving business objectives (e.g., reducing "uncontrolled spend" or improving field-to-office communication). 2. Retention & Risk Mitigation (The GRR Engine) Health Monitoring: Leverage Totango and Salesforce to monitor engagement trends. You don't wait for a customer to call; you intervene when usage data shows a dip. Churn Playbooks: Execute graduated risk-mitigation plays for at-risk accounts, identifying root causes and orchestrating save plans. Renewal Management: Own the renewal lifecycle from end-to-end, ensuring high Gross Retention Rates (GRR). 3. Expansion & Account Growth Opportunity Creation : Identify white space within accounts for upselling new modules or cross-selling to additional regions/partners. Advocacy: Convert successful customers into advocates for case studies, referrals, and product beta testing. 4. Customer Advocacy & Product Feedback The Voice of the Contractor: Distill complex field feedback into actionable insights for our Product and Engineering teams. Market Expertise: Stay current on construction tech trends (Electrical, Mechanical, Plumbing) to serve as a credible advisor to our users.
