Client Success Manager

Job description

ABOUT RUNDOO ℹ️ Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive. Backed by leading investors including Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly: We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry. ABOUT THE ROLE 💼 Location: Chicago (in-office 4x/week) As a Client Success Manager at Rundoo, you own the relationship with a book of live clients after they go live—independent paint, hardware, and farm & feed stores that now run their business on Rundoo. Your job is to understand what each client was trying to achieve when they moved to Rundoo—faster close-outs, sharper analytics and customer engagement, mobile capabilities, easier inventory counts—and make sure the product is actually delivering those outcomes. Six months after go-live, a district manager should be able to point to concrete results Rundoo made possible. You'll be one of the first Client Success hires in our new Chicago office, helping shape how CS scales as Rundoo expands across the country. You'll own retention and adoption depth on your book: running renewals and QBRs, watching account health through our stoplight model, and driving real value realization in the core workflows that make clients successful. We don't have an established expansion playbook yet—you'll help build it—so early on the focus is depth of adoption and outcomes rather than an expansion quota. You'll report to Claire, Rundoo's Manager of Client Success, and work closely with Client Success, Product Support, and Implementation to make sure clients get full value from the platform and that what we learn flows back to Product and Engineering. WHAT YOU'LL DO AS A CUSTOMER SUCCESS MANAGER AT RUNDOO 🗒️ - Own a book of live stores and the simple outcome on it: they stay, and they're glad they did - Keep every stoplight honest — an accurate 🟢/🟡/🔴 read on each client at all times, because the team's whole view of risk is only as good as your stoplights - Work the cadence — green every month, yellow every two weeks, red daily until resolved — so no account goes quiet long enough to churn - Catch risk before it's a red — read the early signals (usage dropping off, a frustrated owner, a workflow that isn't sticking) and get ahead of them - Run the save when an account slips — find the real root cause, not just the symptom, and pull it back to green - Turn client pain into product signal — file clear bugs and requests, and know the difference between a training gap (you fix it) and a product gap (Product needs to hear it) - Partner with Product Support (Robbie, Tim) on escalations — you own the relationship, they own the fix - Take clean 🏄 Steady handoffs from Implementation and carry the relationship from there - Turn healthy clients into advocates — references, case studies, the stores a prospect calls to check us out - Keep Salesforce current so the stoplight snapshot reflects reality, not last month WHAT WE'RE LOOKING FOR ☑️ ESSENTIAL QUALITIES We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate genuinely likes small-business owners, is comfortable owning a number, and acts before being told to. Core Competencies: - Ownership mindset - You treat your book like it's your own business and you're accountable for the outcome - Reads people and signals early - You sense when an account is drifting before it shows up in a metric - Excellent written and verbal communication - You can talk to a non-technical owner-operator and to our Product team with equal ease - Organized and self-directed - You manage a full book, prioritize the right accounts, and keep your records clean - Comfort with ambiguity - Startup CS has no playbook for everything; you build the missing parts VALUABLE EXPERIENCE (BUT NOT REQUIRED) Any of the following backgrounds could set you up for success: - Prior Client Success, Account Management, or relationship-driven support experience in SaaS - Experience carrying a retention, renewal, or expansion number - Retail, POS, payments, or small-business operations background - Experience with owner-operator or SMB customers (vs. enterprise procurement) TECHNICAL REQUIREMENTS - Comfortable learning and becoming expert in complex software (our full ERP platform) - Proficient with spreadsheets (Google Sheets/Excel) and comfortable in a CRM (Salesforce) - Able to work from the Chicago office during required hours BONUS POINTS 🌟 - Direct familiarity with paint, hardware, building materials, farm & feed, or related industries - Experience with payments / merchant services attach - Comfortable in a dynamic startup where priorities shift and you build process as you go - Experience with Salesforce, Gong, Intercom, or similar tools INTERVIEW PROCESS 🎤 1. Intro Call (20-30 mins, remote) - An informal conversation with Amanda, our founding recruiter, to get to know one another. 2. Hiring Manager interview (30 mins, remote) - Claire will go more in depth on your background and experience and what it’s like to be a CSM at Rundoo. 3. Take Home Assignment (paid)— the primary assessment, a chance to see what managing a real book of business with Rundoo feels like. 4. Onsite (in-person, Chicago) - 90 mins + time for lunch 1. Take-Home Debrief (30 mins) with Claire, Vidhan (Head of CX), and Nick (CEO) to discuss what you put together for your take home assessment. 2. Interview with Head of CX (30 mins) - One-on-one conversation with Vidhan. 3. Product Training (30 mins) - Leslie on the Implementation team will take you through a short demo of a section of Rundoo. You’ll then have time to explore independently and ask questions. Then, you’ll run a short training session on the section of Rundoo you reviewed. 4. Lunch or coffee with the Chicago team, depending on the time of day. 5. Final Call (15 minutes, remote) – Conversation with our CEO, Nick. 6. Reference check 7. Offer ABOUT THE TEAM 👥 - Vidhan https://www.linkedin.com/in/vidhanagrawal/ (Head of Client Experience) - Studied Biomedical Engineering and Econ at Duke University; Formerly Director of Product at BuildZoom, Product lead at Hinge Health, and Co-Founder of Urova Medical. - Claire https://www.linkedin.com/in/claire-byrne-2136231b/ (Manager, Client Success — manages CS + Support) - Studied History and Captained the Field Hockey team at Dartmouth; formerly Customer Success lead in various SaaS startups in AdTech, AI Analytics, and Identity Verification. - Reggie https://www.linkedin.com/in/reggie-bowles-9989082a/ (Client Success Manager) - Reggie has been in the paint and decorating industry for 39 years. He started as a rep for Benjamin Moore, then owned stores for 20 years, followed by a 13 year career selling retail management systems to paint and decorating retailers - Robbie https://www.linkedin.com/in/robert-lamb-033673358/ (Product Support) - 13 years of paint store experience (Automotive and Architectural Coatings), Sports Enthusiast, Gamer (Board, Card, and Video). - Tim (Product Support) - 10 years of experience within CX/CS from SaaS to Retail Management - Implementation Team COMPENSATION 💵 - Salary: $117,000 - $130,000 annually - Equity: $30,000 initial grant value, vesting over 4 years BENEFITS 🏋️ - Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents) - Life insurance - 401k with Betterment - Unlimited PTO with 10 company paid holidays - In-office gym - Daily team lunches - Learning materials and audiobook subscriptions ABOUT OUR FOUNDERS 🌲 1. Andrew https://www.linkedin.com/in/beckman-andrew/ (CTO): studied computer science & humanities at Stanford; worked as a software engineer and head of engineering at Apple & Anova; danced with the SF ballet (where he met his wife)! 🩰 2. Nick https://www.linkedin.com/in/hershey-nick/ (CEO): studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company 🍫 HOW WE'VE FUNDRAISED 💰 We've raised $48m across four rounds: 1. A $2m pre-seed led by Kent Bennett https://www.bvp.com/team/kent-bennett at Bessemer https://www.bvp.com/ with participation from Plug & Play, Quiet Capital, and Sequoia. 2. A $5m seed led by Caitlin Bolnick Rellas https://www.crv.com/team/caitlin-bolnick-rellas at CRV https://www.crv.com/. 3. An $11m series A led again by Bessemer and CRV. 4. A $30m series B led by Battery. https://www.battery.com