Customer Success Manager

Skimmer • Austin, TX

4d • Remote

About The Position

Skimmer is on a mission to modernize the pool and spa service and repair industry. We are a private equity-backed company with over 7,000 customers using Skimmer's pool service software. We are looking for individuals with innovative ideas and a collaborative spirit. Our values include realizing customer success as our own success, building humble and diverse teams, driving results with urgency, and earning trust through transparent communication.

Requirements

• Demonstrated experience in customer-facing roles in B2B SaaS, with a focus on SMB customers and high-volume book management, ideally serving trade or field service businesses.
• A customer value, ROI, and business outcome-driven mindset.
• Strong instincts for product training; comfortable "re-re-selling" customers on the platform and coaching them toward their goals.
• Strong de-escalation and problem-solving skills with the ability to navigate difficult conversations confidently.
• Comfort leveraging AI tools and automation to scale your impact.
• Proven ability to manage a large book of business with strong attention to detail and follow-through.
• A self-starter who thrives in a fast-paced, entrepreneurial environment and brings energy, ownership, and a team-first attitude.

Responsibilities

• Act as an advocate for customers, building meaningful relationships with SMB Pool Service Pros to ensure satisfaction and maximize their platform use.
• Guide customers through adoption and help them unlock the full potential of Skimmer to enhance product stickiness, promote long-term retention, and facilitate loyalty.
• Own a book of business and be accountable for adoption, retention, expansion, and the overall health of your customers.
• Drive adoption of key modules (payments, work orders, quotes/jobs, etc.) by partnering with customers to build workflows that unlock measurable value from the platform.
• Act as a hands-on coach, delivering tailored training and targeted re-engagement sessions that drive activation.
• Develop enablement guides, how-tos, and best practice content.
• Proactively identify upsell and cross-sell opportunities as Skimmer expands its product suite.
• Guide customers toward features and products that align with their business goals.
• Serve as a product expert, educating customers on best practices and the benefits of Skimmer's integrated solutions.
• Monitor customer health metrics to identify risks and churn threats.
• Proactively address challenges to ensure customer retention and satisfaction.
• Lead renewal conversations, negotiate terms, and close contracts.
• Lead regular objective reviews with key accounts to assess progress toward goals, surface usage trends, and demonstrate ROI.
• Act as the voice of the customer, providing feedback to internal teams on product enhancements and improvements.
• Partner with Sales, Product, and Support to deliver a seamless, end-to-end customer experience.
• Share insights and strategies that improve processes and deliver value across the business.

Benefits

• Competitive base pay + bonus potential
• Generous medical, dental, and vision plans (we pay 100% of your premium and 50% of your dependents’)
• Fantastic culture with a very strong eNPS – we work hard, celebrate wins, and learn as we go to always be improving to benefit our customers.
• Immediate access to 401(k) with company match
• Flexible PTO (MINIMUM of 10 days required every year)
• 12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner
• Remote work friendly
• Comprehensive learning and development budget
• A manager dedicated to your development

What This Job Offers

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