Customer Success Manager

rebuild.work • New York, NY

3d • $100,000 - $150,000 • Onsite

About The Position

We're looking for a Customer Success Manager to join our growing team and help
ensure that every contractor we work with gets real, lasting value from Rebuild.
This is an individual contributor role on an existing CS team;  you'll manage a
mixed portfolio of accounts across contract sizes, large and small, and serve as
a trusted partner for our customers throughout the full lifecycle of their
relationship with us.

A significant part of this role is onboarding. You'll be responsible for getting
new customers up and running quickly and effectively, and just as importantly,
for improving how we do it. We're looking for someone who doesn't just execute
the playbook but questions it, tightens it, and makes it better over time.

You'll work both reactively, digging into customer problems and troubleshooting
issues with real depth,  and proactively, building relationships and driving
adoption before problems arise. You'll develop deep expertise in how our
customers operate so you can be a credible voice in product conversations, not
just a messenger. 

You won't carry a hard revenue quota, but you'll play a meaningful role in
renewals and expansion, and your success will be measured by the health and
retention of your book of business. This includes running a consistent quarterly
business review process, building lasting customer relationships, and supporting
the structure of renewals.

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 manage accounts from a distance.

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

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

Benefits

• Interesting and challenging work solving a mission-critical problem for contractors rebuilding communities after disasters
• Medical, Vision, and Dental Insurance
• Flexible Vacation
• You will work directly with the founders Alex Toporek and John Reim, and across a tight-knit team at the Gutter Capital office at 221 Canal in NYC
• Thoughtful programming, fun events, and continuous learning fireside chats on a regular basis
• Compensation includes meaningful equity and $100k-150k OTE

What This Job Offers

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