Client Success Manager

Bernard • New York City, NY

30d • Onsite

About The Position

Bernard fixes a broken layer of American infrastructure by using AI to improve appliance repair first-visit fix rates from 50% to 80%. Our AI answers the call, runs the diagnostic, predicts the right parts against live inventory, and sends the technician out with a game plan, solving the job before the truck rolls. We are live with enterprise customers, growing fast, and building the operating system for field service from our office in NYC. Every hire at Bernard touches the product, the customer, and the trajectory of the company. The Client Success Manager is the first dedicated Client Success hire and owns the entire post-sale customer relationship, including onboarding, activation, support, expansion, and retention. The role involves building this function from scratch. Customers are appliance repair company owners and dispatchers who run 15-300 trucks, take 50+ calls a day, and have not experienced great technology. The Client Success Manager must earn their trust, understand their operations, and make their lives tangibly better by configuring the product to fit their workflow, guiding them through the transition, and proving ROI with real numbers. This role is the first point of contact when issues arise and is responsible for ensuring customers recognize the value Bernard provides.

Requirements

• Experience onboarding customers at a company where the playbook did not exist and had to be built.
• Experience managing a book of business where retention and expansion were primary responsibilities, beyond just CSAT scores.
• Ability to build spreadsheets, write SOPs, and follow up proactively.
• Credibility with diverse customer types, from experienced business owners to younger professionals.
• Comfort being the single point of accountability for customer success.
• Desire to build a function, lead a team, and grow into a leadership role.
• Energized by speed and comfortable in a fast-paced environment.

Nice To Haves

• Experience in a startup or early-stage company where multiple hats were worn and customer-facing responsibilities were common.
• Familiarity with trades, field service, home services, or blue-collar industries.
• Experience with HubSpot, support platforms, or automation tools.
• Previous experience working with or selling to small business owners.

Responsibilities

• End-to-end onboarding, from signed contract through full deployment and activation, without founder assistance.
• Account health management, including proactive check-ins, usage monitoring, and escalation handling.
• Playbook creation for onboarding, training, and support processes, ensuring documentation and repeatability.
• Acting as the voice of the customer by surfacing product gaps, feature requests, and friction to the engineering and product teams.
• Driving net revenue retention by identifying expansion opportunities and catching churn signals early.
• Cross-functional execution, working directly with the CEO, CTO, and engineering team to resolve issues and ship improvements.
• Being the single point of accountability for a customer's success.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: No Education Listed