Customer Success Manager

Customer Success Manager

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.

Who You Are:

Experienced: 35 years in B2B SaaS Customer Success or Account Management. Experience in the construction industry (Electrical/Mechanical) is a significant advantage.

Systems-Minded: You are comfortable using Salesforce and Totango (or similar CSPs) to manage your day. You believe that if it isn't in the CRM, it didn't happen.

Proactive: You have a "Bias for Action" and don't wait for a renewal date to talk to your customers.

Articulate: You can explain complex procurement workflows to a foreman and digital transformation ROI to a CFO.

Owner's Mentality: You treat your book of business like your own company, prioritizing high-impact activities over "busy work."

Who we are:

Our Mission: To bring efficiency and transparency to the entire construction industry.

Remarcable is a cloud-based platform that helps MEP (Mechanical, electrical, plumbing) contractors and distributors streamline purchasing processes to save time and money utilizing multiple workflows and direct contractor accounting integrations.

Our team is composed of contractor and distribution experts located coast to coast, with our US hub located in Omaha, Nebraska.

About Remarcable, Inc.

Remarcable is a Series Afunded SaaS company revolutionizing how contractors work. Founded by an engineer to solve the inefficiencies he faced in the field; our platform eliminates procurement and operational friction for the construction industryespecially electrical contractors.

Our award-winning, SOC 2 Type IIcertified B2B marketplace has processed billions in material purchases, connecting contractors, suppliers, and accounting systems in one seamless workflow. From procurement to AP automation, we deliver real-time visibility and control in a market long overdue for innovation.

Backed by Insight Partners, we're scaling fastfueling product innovation, deep ERP integrations, and rapid go-to-market growth. Join our builder-led, high-ownership team and make a real impact in an underserved, multi-billion-dollar industry.

Why Join Us?

At Remarcable, you'll work on a complex, high-value product that's solving critical pain points for contractors across North America. You'll be part of a small, talented team shaping the future of construction technologyoperating in a vertical SaaS + marketplace model with ERP-style sales motion, sticky customer relationships, and the potential to reshape an industry.

We offer full benefits including Medical, Dental, Vision, STD and Life insurance (100% Company-paid for the Employee). We also offer a 401(k) with company match and bonus potential.

Job Details

Full-Time

Benefits: Standard Remarcable Package, includes Medical, Dental and Sick. STD and Group Life and 401(K) with company-match.

PTO: Two weeks per year in the 1st year, plus 56 hours Sick time

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Remarcable is not associated with info-remarcable.com. For information about applying for a position with Remarcable, please reference remarcable.com.