Customer Success Manager

Job description

## **About Broccoli AI** At Broccoli, we're building AI teammates for the people who build and maintain our world. We partner with plumbing, HVAC, and electrical contractors, the hardworking businesses that keep homes and communities running, and replace fragmented software and repetitive manual work with AI that actually gets the job done. Our AI teammates answer phones, book appointments, follow up with customers, recover missed revenue, and help contractors deliver exceptional customer experiences, all while integrating seamlessly with platforms like ServiceTitan. Before we wrote a single line of code, we visited more than 140 contractors to understand how these businesses truly operate. That firsthand experience shaped everything we've built. Today: - Hundreds of contractors rely on Broccoli every day. - We've grown to **$15M+ ARR in under two years.** - We're trusted by everyone from independent contractors to some of the largest private equity backed operators in the home services industry. - We're backed by **Khosla Ventures** and **Y Combinator**. We're still just getting started. **AI Success Manager — Broccoli AI** This is a blend of **customer relationship ownership, optimizing AI agents, and driving revenue growth.** You own a book of customers and are responsible for: customer happiness, product usage, and NDR. ## **What you’ll do** - Own a portfolio of customers (SMB → enterprise) - Drive **adoption and usage** of Broccoli’s AI agents - Identify and execute **expansion opportunities**: - More call volume - More products (inbound, outbound, QA, etc.) - More locations - Monitor account health using data (usage, bookings) - Run onboarding and ensure fast time-to-value - Work closely with product + engineering to improve outcomes ## **What we’re looking for** **Analytical** - You’re comfortable with data and metrics - You can quickly understand what’s working vs not **Operator mindset** - You don’t wait for instructions — you figure things out - You think in workflows and outcomes, not tasks **AI-native** - You use tools like Claude to move faster and automate work - You look for leverage in everything you do **Revenue-oriented** - You understand your job is to grow accounts, not just support them - You’re comfortable identifying and pushing upsells **Customer-focused (but not soft)** - You care about customer outcomes — revenue, bookings, efficiency - You’re willing to push customers to change how they operate ## **What success looks like** - Your accounts expand consistently - High product adoption and usage across customers - Low churn, high NDR - Customers see clear ROI from Broccoli - You manage more accounts over time without losing quality (through systems + AI) Broccoli is an equal-opportunity employer and complies with all applicable federal, state, and local fair employment practice laws. ###