Client Success Manager

Most CSM roles are customer service with a nicer title.
This isn't that.

This job is for someone who can lead business owners who are busy, stressed, and often stuck in old habits. They do not need a friendly check-in. They need a capable operator who can take control of the process, earn trust fast, and drive outcomes.

If you're the kind of person who hates watching problems linger, hates vague accountability, and gets satisfaction from turning chaos into a clear plan that gets executed, you'll do well here. If you need clients to be polite, organized, and easy, you won't.

About Yellowstone Local

Yellowstone Local is the recruiting partner for skilled trade companies. We help HVAC, plumbing, electrical, and other blue-collar businesses hire better people with systems that work.

We are not a staffing agency, and we do not charge big placement fees. We run the full recruiting engine for our clients, then hold the line on process so hires actually happen.

We're profitable, cash flow positive, and built to scale. Fully remote team. High accountability. Low drama.

Why this role exists

Our clients have open roles that cost them money every day. Most of them wait too long to recruit, then panic-hire when the business starts bleeding. They also resist the things candidates actually require, like fast interviews, fast offers, and consistent follow-through.

This CSM role exists to change that.

You own the client relationship end-to-end. Onboarding, strategy, execution alignment, expansion, retention. You are accountable for net revenue retention (NRR). When results slip, you do not "update the client." You diagnose the breakdown, drive the plan, and lead the team and the client to fix it.

What we value in a CSM here

We hire for "quotients." You do not need to be perfect in all of them, but you must come in strong and be able to learn fast.

• Authority and ownership You lead. You do not poll clients for preferences when you already know best practice. You recommend what they need, explain tradeoffs, and hold the line. Trust is earned through competence, then used to drive outcomes.
• Skilled trades understanding You can speak the language of home service and construction owners. You understand urgency, seasonality, revenue per tech, and why hiring delays cost real money. You do not talk like a corporate help desk.
• Technology competence We deliver service through tools. Slack, HubSpot, Google Workspace, and AI tools are core to how we work. If you are shaky on tech or sloppy with systems, you will struggle. Written communication quality matters.
• Recruiting and funnel thinking You can diagnose hiring issues like a funnel. If hires are not happening, you know where to look and what levers to pull: top-of-funnel volume, candidate quality, speed to interview, interview quality, offer strength, follow-up cadence, client responsiveness, and process adherence.
• Cross-functional leadership You are the quarterback. You lead the internal pod and the client. Recruiters own hires as a KPI, but you own the client outcome and retention. You align the recruiter, support team, and your client success associate to execute the plan.

What you'll do

Client onboarding and activation

• Run onboarding as the first post-sale owner
• Set expectations, establish operating cadence, and train the client on the process
• Create "stop the bleeding" plans for urgent openings

Strategy and execution leadership

• Build and drive recruiting strategy per client, using best practices plus client-specific constraints
• Push clients to do what candidates require (speed, availability, interview cadence), even when inconvenient
• Coordinate internally with recruiting and support so execution stays tight

Retention and expansion ownership

• Own net revenue retention for your book
• Handle save conversations when clients want to cancel, pull out complaints fast, then drive a path forward
• Identify expansion opportunities when results and trust are strong

Operations, communication, and standards

• Run weekly client calls with clear commitments and next steps
• Keep communication tight in Slack and email, with clean follow-up and documentation
• Use HubSpot and internal systems correctly, consistently, and fast

Who this is for

This role fits someone who is:

• Direct, calm, and high ownership
• Comfortable leading business owners and having hard conversations
• Process-driven without being rigid
• Strong in writing, follow-up, and organization
• Coachable, not defensive
• Motivated by outcomes, not activity

This role is not for someone who needs strict boundaries on time every single week. Most weeks are 40 hours. Sometimes the business needs more, and the job requires you to respond like an owner.

Compensation and benefits

Compensation

• $50,000 base salary
• $50,000 variable tied to net revenue retention (OTE $100,000) Uncapped
• Upside exists above the goal when you grow your book

Benefits

• Blue Cross Blue Shield medical insurance, strong plan coverage
• Flexible PTO (typical 12 to 15 days)
• Standard holidays
• Two weeks off at the end of the year (CSMs coordinate coverage)
• 12-week maternity leave
• Fully remote

How to apply

Apply, complete a short screening, then interview with leadership. We move fast when it's a fit.

Must-have

• 3+ years in client success, account management, customer onboarding, or implementation with SMB clients
• Proven experience leading clients through change, not just supporting them
• Strong written communication (you will live in Slack and email)
• Competence with modern SaaS tools (CRM, ticketing, docs, async workflows)
• Experience running recurring client meetings and driving action items to completion

Strongly preferred

• Experience supporting home services, construction, or blue-collar SMBs
• Experience in recruiting, talent operations, staffing, or hiring workflows
• Proven ability to diagnose performance problems using funnel thinking (marketing, sales, or recruiting funnels)

Core Competencies

• Ownership & accountability
• Strategic thinking
• Client empathy with firm boundary-setting
• Clear written and verbal communication
• Process-oriented with a bias toward action

Work Environment & Expectations

• Remote role with structured accountability
• High client interaction and performance expectations
• Ownership mindset with revenue responsibility

Yellowstone Local is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.