Customer Success Manager (CSM)

Job description

Remarcable is a SOC 2 Type II–certified cloud platform that streamlines purchasing for MEP contractors. We've processed billions in material purchases and we're scaling fast. As a CSM (Customer Success Manager), you'll own the post-onboarding relationship for a dedicated book of business — driving retention, expansion, and real business value for contractor clients. What You'll Do - Drive value realization - Lead the handoff from onboarding into a long-term success plan. Deliver QBRs and EBRs that show measurable ROI across procurement, spend control, and field-to-office workflows. - Protect and grow ARR - Monitor account health in Totango and Salesforce. Run churn playbooks proactively when usage dips — don't wait for the renewal date to find out there's a problem. - Expand accounts - Identify upsell opportunities — new modules, additional regions, adjacent partners. Turn happy customers into advocates for case studies, referrals, and beta programs. - Feed product insight - Translate field feedback into clear, actionable input for Product and Engineering. You're the voice of the contractor inside the building. Who You Are - 5+ years in B2B SaaS CS or Account Management - You've managed a book of business before and know what it takes to retain and grow complex accounts. Construction industry experience (electrical, mechanical, plumbing) is a meaningful plus. - Systems-minded - Comfortable in Salesforce and Totango (or similar CSPs). You believe: if it isn't in the CRM, it didn't happen. - Proactive by default - You don't wait for a customer to raise a flag. You intervene before problems become crises. - Fluent across audiences - You can explain procurement workflows to a foreman and digital transformation ROI to a CFO — and you're comfortable in both rooms. - Owner's mentality - You treat your book of business like your own company — focused on high-impact work, not busy work. Compensation and Benefits - Medical, dental & vision (company-paid for employee coverage) - STD & group life (company-paid), voluntary LTD - 401(k) with company match - 2 weeks PTO + 56 hrs sick in year 1 - Bonus potential - Series A growth trajectory #ZR Please be aware of potential phishing scams. Remarcable will never advance job applicants money or ask them to send money (via Venmo, Zelle, Paypal etc.) to preferred vendors. If you are concerned about the application process, please contact Remarcable directly at (216)770-3322. Remarcable is not associated with info-remarcable.com http://info-remarcable.com. For information about applying for a position with Remarcable, please reference remarcable.com http://remarcable.com.