Customer Success Manager

Summary

Join Skimmer, a private equity-backed company revolutionizing the pool and spa service industry, as a Customer Success Manager (CSM). You will build strong relationships with pool service professionals, guiding them through our platform and maximizing its use. This role focuses on customer advocacy, ensuring satisfaction, driving platform adoption, and promoting long-term retention. You will monitor customer health, proactively address challenges, and provide valuable feedback to internal teams. The ideal candidate possesses strong communication, problem-solving, and customer success skills, thrives in a fast-paced environment, and is proficient with CRM systems. Skimmer offers a competitive compensation package, including benefits and remote work flexibility.

Requirements

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience
• A customer value, ROI, and business outcome-driven mindset
• Strong de-escalation and problem-solving skills
• Highly skilled in written and verbal communication
• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail
• Self-starter mentality that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others
• Proficient with CRM systems like HubSpot
• Proficient in Excel/Google Sheets
• A passion for ensuring customer success and fostering positive relationships

Responsibilities

• Guide new customers through our onboarding process, ensuring a smooth transition to Skimmer’s platform
• Educate customers on Skimmer’s features and best practices to drive usage, adoption and expansion
• Promote the benefits of integrated payment solutions and other advanced features to improve customer success
• Monitor customer health metrics to identify risks and churn threats
• Proactively address challenges to ensure customer retention and satisfaction
• Act as the voice of the customer, providing feedback to internal teams on product enhancements and improvements
• Partner with Sales, Product, and Support teams to provide a seamless customer experience
• Share insights and strategies to improve processes and deliver value to customers

Preferred Qualifications

Skills in product training, and comfortable “re-re-selling” the customer on Skimmer

Benefits

• Competitive base pay + commission
• Company equity
• Generous medical, dental, and vision plans
• Immediate access to 401(k) / RSP 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 in the US
• Remote work friendly (Skimmer HQ is in Austin, but you’re welcome to work wherever you're most productive - over 3/4 of our team is fully-remote)
• Comprehensive learning and development budget
• A manager dedicated to your development