Customer Success & Implementation Manager

Job Description

Job Description

IMPLEMENTATION & CUSTOMER SUCCESS MANAGER

Restoration claim quality | Customer implementation | First-team ownership

Location: Fort Collins, Colorado preferred; hybrid preferred; strong remote candidates considered

Structure: Contract-to-hire, approximately 20 hours per week initially

Paid trial compensation: $25-$40 per hour

Full-time path: $50,000-$80,000 base salary with meaningful early-team equity

Anticipated start: August 2026

ABOUT PLENTITUDE

Plentitude is building the operating system for restoration contractors, starting with estimating and claims intelligence. Our platform turns field documentation into stronger, estimate-ready claim files, flags missing evidence, and helps contractors respond when carriers cut scope.

We launched in 2026 and are already live with paying restoration companies across multiple states. Our partners have entrusted us with more than 10,000 historical claims, and we are actively processing live work alongside their teams. We are founder-led and hiring our first team member beyond the founders.

THE OPPORTUNITY

You will own everything between "customer signed" and "customer succeeding."

This is not a traditional customer success role where you primarily manage meetings, renewals, and account relationships. You will regularly work inside restoration claim files, review AI-assisted estimates and supporting documentation, identify missing or unsupported information, communicate directly with restoration professionals, and turn what you learn into repeatable operating processes.

The right person is equally comfortable reviewing a complicated water-loss file, leading a customer call, and documenting the workflow for the next person. This is also not a pure estimating role. You will combine restoration judgment with implementation, customer communication, support, reporting, and process building.

The founders will continue to own prospecting, sales, and contract closing. You will own the post-signature customer experience, including onboarding, adoption, delivery quality, recurring reviews, account health, and renewal readiness. You will not carry a new-business sales quota, but you will help identify risks and expansion opportunities.

This is a hands-on individual contributor role. You will not inherit a large team or a finished playbook. You will work directly with both founders and help build the system that future team members will follow.

AI will be part of how you work every day. We are looking for someone who already uses AI to research, analyze, draft, organize, automate, and solve problems. You do not need to be a developer, but you should be curious enough to test new tools, build lightweight solutions, and continually improve how the work gets done.

WHAT THE WORK LOOKS LIKE

The weekly mix will evolve as Plentitude grows, but the role will initially be approximately:

- 35% estimate and claim quality review

- 25% customer onboarding and implementation

- 20% customer calls, support, and follow-through

- 10% reporting and customer-health tracking

- 10% process documentation and product feedback

WHAT YOU WILL OWN

- Customer onboarding: Run new customer onboarding from kickoff through the first successful live claims. Coordinate account setup, claim-file intake, customer data pulls, training, and handoffs.

- Estimate and claim quality: Review AI-assisted estimates, scopes, notes, and supporting documentation for accuracy, completeness, defensibility, and missing support.

- Turnaround and workflow: Keep customer work within our 24-hour service target, flag missing inputs early, and escalate genuine edge cases to the founders.

- Customer communication: Lead claim teardowns, workflow reviews, training sessions, pilot check-ins, and other recurring customer touchpoints.

- Value reporting: Create simple reports covering claims processed, opportunities identified, supplements supported, time saved, open risks, and progress against customer goals.

- Support and troubleshooting: Serve as the first point of contact for customer questions, issues, and requests. Diagnose problems with depth rather than simply routing them.

- Product feedback: Identify patterns across customers and translate them into clear, structured recommendations for the product team.

- AI-enabled operations: Build practical AI workflows that improve onboarding, quality assurance, reporting, support, and internal operations.

- Customer success playbook: Document and continuously improve the processes, templates, service levels, and metrics that allow Plentitude to support more customers without lowering quality.

WHAT SUCCESS LOOKS LIKE

Within your first 30 days, you understand our product, quality bar, and most common restoration claim issues well enough to manage supervised work and begin owning the daily review queue.

Within 60 days, you can independently onboard a customer, lead recurring calls, maintain value reporting, resolve routine questions, and escalate the right issues with clear context.

Within 90 days, onboarding and customer operations are documented and repeatable, turnaround targets are consistently met, customer health is visible, revision rates are low, and founder time spent on routine delivery has materially decreased.

WHAT WE ARE LOOKING FOR

Restoration or property-claims fluency is required. Formal SaaS customer success experience is helpful, but it is not required.

You should bring:

- At least two years of hands-on experience in restoration estimating, claims, supplements, project management, office operations, adjusting, TPA work, or estimate quality review

- Direct experience working with Xactimate estimates and the documentation used to support restoration claims

- A practical understanding of line items, scope notes, photos, moisture records, drying logs, supplements, and why carriers challenge or cut scope

- The ability to review a claim file, identify what is missing or unsupported, explain why it matters, and recommend the next step

- Clear, confident communication with contractors, owners, estimators, project managers, office teams, and internal stakeholders

- Excellent attention to detail and the ability to manage multiple customers, files, and deadlines without losing context

- Strong judgment about what you can own independently and what needs escalation

- AI tools already incorporated into your daily work, with a specific example you can explain

- Curiosity about new technology and a habit of experimenting with better ways to get work done

- A builder's mindset. When you see a manual or broken process, you start thinking about how to improve and document it

- Comfort learning new software and helping customers adopt it

- Reliable overlap with Mountain Time business hours

NICE TO HAVE

- IICRC certification or formal restoration training

- Experience with carrier or TPA review, supplement preparation, adjusting, or claim negotiation support

- Experience onboarding customers or managing recurring customer relationships

- Experience creating quality assurance programs, operational playbooks, or service-level reporting

- Experience building prompts, custom GPTs, automations, no-code tools, or internal AI workflows

- Experience working in an early-stage company or another fast-changing environment

WHY JOIN PLENTITUDE

- Join as the first team member beyond the founders and have an immediate, visible impact.

- Work directly with both founders and influence the product, customer experience, and company.

- Help restoration contractors improve claim quality, reduce preventable rework, and recover time and earned revenue.

- Build the implementation and customer success function from the ground up.

- Experiment with AI and turn practical ideas into real operating systems.

- Earn meaningful early-team equity if a full-time offer is extended and accepted.

HIRING PROCESS AND ROLE STRUCTURE

We use a staged process so both sides can evaluate the work and working relationship before making a full-time commitment.

- Initial screen: A five- to ten-minute phone conversation about your background, interest, and availability.

- Structured interviews: An interview with one founder followed by a joint founder interview for selected candidates.

- Take-home exercise: A time-boxed exercise using synthetic or de-identified materials to evaluate judgment, communication, and end-to-end documentation.

- Paid work trial: Finalists may complete a paid, two-day in-person work trial with the founders in Fort Collins.

- Paid trial engagement: The selected candidate will initially work approximately 20 hours per week for two to six weeks at $25-$40 per hour. The hourly rate reflects the short-term, part-time nature of the engagement and the lack of employee benefits during this phase.

- Potential full-time offer: If there is a strong mutual fit, we intend to extend a full-time employment offer with an anticipated base salary of $50,000-$70,000 and meaningful early-team equity.

The exact classification, scope, compensation, and terms of each paid trial phase will be provided in writing before work begins. Conversion is not automatic. Equity is offered only as part of the full-time employment offer and is subject to the company's equity plan, applicable agreements, board approval, and vesting terms. Full-time benefits and final terms will be disclosed before an offer is accepted.

HOW TO APPLY

Apply through LinkedIn or email your resume and a short note to View email address on ziprecruiter.com.

Please tell us:

- A little about your restoration or claims experience

- One way you use AI in your work today

- One process, estimate, customer workflow, or internal tool you improved or built

Application deadline: August 9, 2026. Applications will be reviewed as they are received.

Applicants may redact age-related information, including date of birth and dates of attendance or graduation, from application materials.

Plentitude evaluates candidates based on their ability to succeed in the role. We welcome applicants with different backgrounds and experiences and do not discriminate based on any status protected by applicable law.

The base pay range for this role is $50,000 – $80,000 per year.