Sr. Customer Success Manager

At GlassHouse, our mission is to create more profitable home service businesses. We think it's ridiculous that home service businesses have to pay the "Google tax" just to grow. We believe the best home service businesses thrive by turning their existing customers' neighbors into loyal clients, not by burning through cash on big tech platforms like Google or Angi.

We are looking for people to join our team who believe in our mission and align with how we want to build an exceptional business.

In this role, we are looking for an experienced, commercially minded Senior Customer Success Manager to own a book of business from post-onboarding through renewal. You are the relationship owner for your accounts, and you own their outcomes: are they running outbound consistently, are they getting leads, and are they going to renew and grow with us?

The ideal candidate has carried a book of accounts before, is comfortable being measured on retention and expansion, and can have a direct, honest conversation with an owner or GM about what is and isn't working. You find the at-risk account before it churns and the growth opportunity before we ask for it.

Company Values:

• Excellence in Everything - We hold a high bar for our work, our standards, and our outcomes.
• Team before Me - We put the mission and others before ourselves.
• Honesty is the ONLY Policy - We speak with transparency and bring strong perspectives, shared respectfully.

Working Style:

• You want to be part of 'building your own career' - You'll have an opportunity to create your career path here and design your 'dream job' (the story isn't written yet).
• We WANT to work hard - we find work fulfilling and work to integrate our work as part of our lives.
• You are a lifelong learner - Come here and learn about the home service industry, teach your coworkers new skills, try new things, and help invent the future.
• We LOVE winning - Our success comes from helping our customers win. We celebrate our customers' success and the wins of our team members.
• We are on a mission that you believe in - Helping transform the way home services find customers and grow their businesses is a BIG goal. Are you in?
• We push ourselves and each other to grow and improve - We want to be 'pleased but never satisfied' - there's always room to grow and another mountain to climb.
• Commitment to your career - We are committed to the career growth and success of our teams. We want to help each of them reach their career goals, even those that might take them outside of our company (eventually).

Role & Goal:

• Own a book of business - you are the named owner for a portfolio of accounts and accountable for their retention, health, and growth
• Own your renewal numbers: gross retention, net revenue retention, and logo churn
• Identify and close expansion opportunities (credits, locations, seats, products) in partnership with Sales
• Run a proactive account cadence set by tier: check-ins, business reviews, and success planning tied to each customer's goals and expected ROI
• Own account health - monitor usage, credit balances, campaign activity, and lead volume, and act on the early indicators of churn instead of waiting for a cancellation request
• Keep accounts in motion - launched, sending, and generating leads, and re-engage the ones that have gone quiet
• Coach the business, not just the software - bring outbound best practices, list strategy, and messaging guidance so customers get results, not just logins
• Identify blockers, escalate accordingly, and drive them to resolution cross-functionally
• Document the customer's journey completely in our CRM, including account plans, health, risk, and next steps
• Work cross-functionally to deliver product feedback, feature requests, and bugs
• Mentor fellow CSMs and Onboarding Representatives, and help build the playbooks our team runs on
• Our success comes from our customers' success. You are measured on items like:
• • Gross retention, net revenue retention, and logo churn
  • Expansion revenue
  • Adoption and activity (accounts actively sending, credit utilization, leads generated)
  • Account coverage and CRM hygiene
• Client support is during our customers' business hours and generally from 8am-5pm Central Time
• Remote Work with Hybrid Opportunity - We are a remote team with a hybrid office structure for Nashville area team members.
• As an early-stage company, roles may change and expand over time. You will have an opportunity to participate in lots of new initiatives and projects.
• Attend and engage during 1-2 annual team meetings in Nashville, TN. These are generally 2-3 days, including travel.

About You:

• Must have:
• • Mission and value alignment
  • 4+ years in Customer Success, Account Management, or a similar customer-facing role, including experience owning a book of business in a software and/or service business
  • A track record on retention, renewals, and expansion - you've carried a number, not just a queue
  • You've been in a 'teaching' role - any setting where you have had to train, teach, and coach other people
  • Comfortable talking business outcomes with owners and GMs, including the hard conversations about results and expectations, and you can do it with positivity/honesty
  • Highly organized and self-directed - you can manage a large portfolio and turn account data into a prioritized action list without being told who to call next
  • Comfortable working in a camera-on organization and leading virtual meetings, business reviews, and training sessions
  • You're very computer-competent and can handle software tools b/c you've used them before (maybe not our specific stack, but you're not afraid of technology)
  • Ability to travel to company off-site meetings 2 times per year. These are usually 2 days in Nashville, TN.
  • We require individuals to live in Mountain, Central, or Eastern time zones.
• Nice to have:
• • Home service, franchise, real estate, and/or outbound sales background - This helps with understanding our customers
  • Familiar with home service software like CRMs, FSMs or other sales platforms, and outbound tools like ZoomInfo, Outreach, Salesloft, Apollo, Salesforce, HubSpot, etc.
  • You've helped a start-up go from zero to one with their CS motions
  • Familiar with our tech stack (HubSpot, Google Suite, Slack, Zoom) and other relevant CS and customer support products.
  • Early-stage start-up experience