Sr. Customer Success Manager

GlassHouse.biz•Franklin, TN

2d•Hybrid

About The Position

This role is responsible for owning a portfolio of accounts, ensuring their retention, health, and growth. The primary goal is to achieve renewal targets, identify and close expansion opportunities in collaboration with Sales, and maintain proactive account cadences. The position involves monitoring account health, driving customer engagement, and coaching customers on best practices to achieve their desired outcomes. It also requires identifying and escalating blockers, documenting the customer journey in the CRM, and contributing to product feedback. Additionally, the role involves mentoring other CSMs and contributing to team playbooks. Success is measured by retention rates, expansion revenue, customer adoption and activity, and CRM hygiene. Client support is provided during business hours (8 am-5 pm Central Time). This is a remote position with a hybrid office option for those in the Nashville area. As an early-stage company, roles may evolve, offering opportunities to participate in new initiatives. Travel to 1-2 annual team meetings in Nashville, TN is required.

Requirements

Mission and value alignment.
4+ years in Customer Success, Account Management, or a similar customer-facing role.
Experience owning a book of business in a software and/or service business.
Proven track record in retention, renewals, and expansion; experience carrying a number.
Experience in a 'teaching' role, including training, teaching, and coaching others.
Comfortable discussing business outcomes with owners and GMs, including difficult conversations about results and expectations.
Highly organized and self-directed, capable of managing a large portfolio and prioritizing actions from account data.
Comfortable working in a camera-on organization and leading virtual meetings, business reviews, and training sessions.
Computer-competent and able to handle software tools.
Ability to travel to company off-site meetings 2 times per year (generally 2 days in Nashville, TN).
Must live in Mountain, Central, or Eastern time zones.

Nice To Haves

Home service, franchise, real estate, and/or outbound sales background.
Familiarity with home service software like CRMs, FSMs, sales platforms, and outbound tools (e.g., ZoomInfo, Outreach, Salesloft, Apollo, Salesforce, HubSpot).
Experience helping a start-up scale its CS motions from inception.
Familiarity with HubSpot, Google Suite, Slack, Zoom, and other relevant CS and customer support products.

Responsibilities

Own a book of business, including retention, health, and growth of a portfolio of accounts.
Achieve renewal targets: gross retention, net revenue retention, and logo churn.
Identify and close expansion opportunities (credits, locations, seats, products) in partnership with Sales.
Run proactive account cadences (check-ins, business reviews, success planning) based on customer tier and goals.
Monitor account health (usage, credit balances, campaign activity, lead volume) and proactively address churn indicators.
Keep accounts active and re-engage those that have gone quiet.
Coach customers on outbound best practices, list strategy, and messaging to ensure they achieve results.
Identify blockers, escalate issues, and drive them to resolution cross-functionally.
Document the customer's journey in the CRM, including account plans, health, risk, and next steps.
Deliver product feedback, feature requests, and bug reports by working cross-functionally.
Mentor fellow CSMs and Onboarding Representatives, and help build team playbooks.