Customer Success Manager

ServiceCore•Denver, CO

10d•$100,000 - $110,000

About The Position

ServiceCore is seeking an experienced Customer Success Manager to work closely with Enterprise and strategic customers as their primary point of contact and trusted advisor. The role guides customers through their journey with ServiceCore products, uses modern tools and AI to scale customer engagement, and is measured by customer health and retention. The Customer Success Manager helps protect and grow the customer base. The position partners with customers to understand their goals and business practices and help them get value from the products. It owns renewals, leads business reviews, drives adoption and satisfaction, identifies growth opportunities, and communicates customer feedback internally. The role also builds scalable processes and uses data, automation, and AI to work efficiently. ServiceCore is a fast-growing field service SaaS platform serving portable sanitation, septic, grease, roll-off, and waste hauling industries through its ServiceCore and Docket brands. The position is remote or hybrid in Denver, Colorado, and includes occasional travel for company on-sites, team building, and customer visits.

Requirements

3–5 years of customer success experience at a growth-stage SaaS company, ideally through a period of rapid scaling.
Experience managing Enterprise or strategic accounts, including owning renewals and leading QBRs and EBRs.
Strong project management and relationship-building skills.
A focus on efficiency, including reducing redundant work and using automation or AI to save time.
Curiosity and comfort with AI tools, or enthusiasm for using them to work more efficiently.
Hands-on experience with a modern customer success technology stack, including CRM, customer success platform, conversation intelligence, support, and internal communication tools.
Excellent written and verbal communication skills and the ability to build trust with owner-operators and executives.
Ability to work as a team player and self-starter, including working independently.
Comfort thriving in a fast-paced, changing environment and experimenting with new ideas.
Ability to travel a few times a year for company on-sites, team building, and customer visits.
Empathy and a desire to help customers succeed.

Responsibilities

Understand customers’ goals and business practices and help them get the most value from ServiceCore products.
Own the renewal process for a book of business, from identifying risk early through securing signed renewals.
Lead quarterly business reviews with customers and executive business reviews with top accounts.
Use ChurnZero health scores, dashboards, and usage patterns to identify risk and drive product adoption.
Use Gong to analyze call trends, follow through on commitments, and share the customer’s perspective internally.
Use AI and automation tools to streamline repetitive work, prepare for meetings, and stay informed about accounts.
Partner with Implementation, Support, Product, Sales, and Marketing to communicate customer feedback and make appropriate connections.
Anticipate customer needs and challenges and provide proactive solutions.
Identify growth opportunities and partner with Sales to advance them.
Build scalable processes and share effective practices with the team.
Drive customer satisfaction, loyalty, and advocacy.