Customer Success Associate

rebuild.work • New York, NY

2d • Onsite

About The Position

Rebuild America's disaster response system is broken. When a pipe bursts or a fire tears through a home, families are displaced for weeks, sometimes months, while restoration contractors fight to get reimbursed for their work through a slow, paper-heavy insurance process. Communities are dramatically changed in a matter of hours, and the contractors who rebuild them shouldn't have to wait. Rebuild is an operating system for restoration contractors who specialize in mitigating damage to homes and rebuilding them after disasters strike. Our initial product enables contractors to generate insurance-compliant estimates in minutes, allowing them to get reimbursed faster, take on more jobs, and repair more homes. Our customers are seeing 95%+ reductions in documentation time and 7%+ increases in claim reimbursements. We ended 2025 beating our revenue targets and closing our Seed round. Our customers include some of the largest restoration companies in the country, and we serve as a true extension of their teams. Climate change drives an estimated $210 billion in annual property damage, and Rebuild is tackling the massive opportunity to help contractors move faster and more accurately. The Role We're looking for a Customer Success Associate to own our scaled customer segment and make sure every contractor, whatever their size, gets real value from Rebuild. This is an early-career role on an existing CS team; you'll manage a large book of Tier 3 accounts where the goal isn't white-glove service for a handful of logos, but smart, repeatable engagement that works at volume. A significant part of this role is experimentation. You'll test new ways to engage customers at scale, turn what works into playbooks, and build a self-serve, light-touch onboarding flow that gets new customers to value quickly. We're looking for someone who doesn't just run the process, but builds it and makes it better over time. You won't carry a revenue quota, but you'll be an early-warning system for growth: you'll spot expansion opportunities in your book early and escalate them to CS and Sales leadership. And this role is a launchpad. If you're at the fork between sales and CS and want to grow into a CSM role, this is the place to do it. This is an in-office role in New York City. We work out of 221 Canal alongside the Rebuild engineering and founding team, and we're looking for someone who wants to build something, not just work a queue.

Requirements

• Earlier in your career, typically with SDR or growth experience, and standing at the fork between sales and CS
• Hungry to grow into a CSM role, and looking for a team that will invest in getting you there
• Extremely organized: you can run a large portfolio, a support queue, and billing follow-ups without letting anything slip
• Polished and peppy: customers enjoy hearing from you, and you bring energy to every interaction
• Strong communicator who can translate technical concepts for non-technical audiences (our customers are contractors, not software engineers)
• You don't need to be deeply technical, but you learn products quickly and dig into problems rather than routing them
• Based in New York City and excited to work in-office at 221 Canal alongside the Rebuild team
• You're energized by early-stage environments where the playbook is still being written

Nice To Haves

• Experience with CRM and CS platforms to track account health and stay organized across a large portfolio is a plus

Responsibilities

• Own a large book of Tier 3 accounts, with a focus on experimentation and building scaled engagement playbooks
• Build a self-serve, light-touch onboarding flow that gets new customers to value quickly, then continuously refine it to make it better
• Own all auto-renewal customers, keeping them healthy and renewing
• Own the support@rebuild alias, triaging every request and looping in the right owners when necessary
• Identify expansion opportunities early and escalate them to CS and Sales leadership
• Hold a 48-hour SLA for all customer responses

Benefits

• Medical, Vision, and Dental Insurance
• Flexible Vacation
• Meaningful equity
• Thoughtful programming, fun events, and continuous learning fireside chats on a regular basis

What This Job Offers

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