Customer Success Manager

rebuild.work•New York, NY

87d•$100,000 - $180,000•Onsite

About The Position

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.

Requirements

3+ years of experience in customer success, account management, or a closely related role at a B2B SaaS company
Proven ability to manage a diverse book of business — from high-touch enterprise relationships to scaled SMB accounts
Strong onboarding instincts — you know how to get customers to value quickly, and you're always looking for ways to do it better
A troubleshooter at heart — you dig into customer problems with curiosity and depth rather than routing tickets and waiting for answers
Strong communicator who can translate technical concepts for non-technical audiences (our customers are contractors, not software engineers)
Experience making structured, specific product recommendations — you can turn customer frustration into a clear brief
Based in New York City and excited to work in-office at 221 Canal alongside the Rebuild team with occasional travel
Experience working with CRM and CS platforms to track account health and stay organized across a large portfolio
Applicants must be eligible to work in the United States. Rebuild does not sponsor work visas or employment authorization. Only candidates with the legal right to work in the U.S. will be considered for this position.

Nice To Haves

A genuine curiosity about the industries you serve — bonus points for experience in construction tech, insurance, or field services
You're energized by early-stage environments where the playbook is still being written

Responsibilities

Own a portfolio of accounts across company sizes, serving as the primary point of contact from onboarding through renewal
Lead customer onboarding end-to-end — setting customers up for fast time-to-value and then continuously refining the process to make it better
Troubleshoot customer problems with depth — you'll be expected to understand the product well enough to diagnose issues, not just escalate them
Develop genuine expertise in how restoration contractors run their businesses, so your feedback to the product team is grounded and specific
Serve as a direct line between customers and the product team — synthesizing patterns across your book of business into actionable recommendations
Conduct regular check-ins and business reviews to understand customer goals and surface expansion opportunities
Identify at-risk accounts early and work cross-functionally to address them before they become problems
Partner with the sales team on renewals and expansion conversations, providing context and continuity