Customer Success Manager

Customer Success Manager (CSM)As a Customer Success Manager (CSM) at Renterra, you will own the customer journey from pre-onboarding through long-term success. Your primary responsibility is to get customers up and running successfully, ensuring they are properly set up, trained, and confident using Renterra in their day-to-day operations.You will partner closely with customers during implementation and training, then continue to manage the relationship post–go-live to drive adoption, retention, and growth. This role blends onboarding, enablement, relationship management, and proactive support, and is central to delivering an exceptional customer experience. This is a Chicago-based, hybrid role.Pre-Onboarding, Setup & Go-LivePartner with customers immediately post-sale to guide them through pre-onboarding and implementationLead system setup and configuration alongside customers, ensuring Renterra is tailored to their business workflowsConduct live training sessions to educate customers on core functionality and best practicesEnsure customers successfully go live and feel confident using Renterra in their daily operationsIdentify risks early in the onboarding process and proactively address themOccasionally assist with in-person, onsite implementations when necessaryOngoing Customer Success & SupportOwn long-term relationships for a portfolio of customers and serve as their primary point of contactProactively monitor customer usage, engagement, and health indicatorsLead ongoing check-ins and success reviews with customersRespond to customer questions and coordinate with support, product, and engineering as neededAdvocate for customers internally while setting clear expectationsRetention, Growth & FeedbackManage renewals and work to maximize retention and long-term valueIdentify opportunities for expansion and execute upsells through additional products, features, or increased usageGather and synthesize customer feedback to inform product improvements and roadmap decisionsPartner closely with product and engineering teams to represent the voice of the customerQualifications3+ years of experience in Customer Success, Implementation, Onboarding, or Account Management at a SaaS companyStrong experience leading customer onboarding, setup, training, and go-live processesExcellent communication and presentation skillsProven ability to manage multiple customers and projects simultaneouslyComfortable balancing customer success with commercial outcomes, including renewals, upsells, and cross-sellsComfortable working in a fast-paced, startup environmentStrong problem-solving skills and a customer-first mindsetExperience with SMB customers is a plusFamiliarity with the equipment rental, construction, or asset-heavy industries is a plus, but not requiredMust be based in the Chicago area and able to work from the office in a hybrid capacityWhat We OfferCompetitive salary and equityHealth, dental, and vision insuranceFlexible PTO policyA supportive, customer-first team cultureDirect ownership over customer outcomes from day oneOpportunities for growth as the Customer Success organization scalesThis is an opportunity to play a high-impact, end-to-end role in helping customers successfully adopt a modern rental software platform. If you enjoy onboarding customers, teaching software, building long-term relationships, and being hands-on with customers from day one, we'd love to hear from you.Renterra is an Equal Opportunity Employer.