Rockefeller Philanthropy Advisors is hiring a Customer Success Manager for EverPro. In this role, you will manage client accounts throughout their lifecycle, from onboarding to renewal. You will serve as a strategic advisor and product expert, helping customers maximize the value of tailored SaaS solutions in the home and field service industries.
What You'll Do
- Manage a portfolio of B2B SaaS customer accounts at various lifecycle stages, health levels, and usage maturity.
- Proactively drive product adoption, retention, expansion, and customer satisfaction.
- Act as a trusted advisor, aligning product functionality with customer goals and use cases.
- Provide consultative support during complex situations like feature requests, bugs, or escalations.
- Collaborate cross-functionally with teams in CX, Sales, Marketing, Product, and Engineering to amplify the customer voice.
- Clearly communicate ROI and success metrics to customers and internal stakeholders.
- Maintain detailed account records using tools like PlanHat, leveraging data to inform engagement strategies.
- Empower customers to self-solve through education, enablement, and proactive communication.
- Contribute to team knowledge sharing by creating resources that support scalability.
- Advocate for product partnership integrations and demonstrate their value to clients.
What We're Looking For
- 4+ years of experience in customer success, account management, or project support within a B2B SaaS environment.
- Proven ability to manage named accounts, drive engagement strategies, and lead renewals with minimal supervision.
- Strong communication and relationship-building skills, capable of interfacing with all organizational levels.
- Experience using tools such as Salesforce, Zendesk, Jira, PlanHat, and CRM platforms.
- Analytical mindset, using data to identify risks, uncover opportunities, and optimize customer outcomes.
- Ability to prioritize tasks in a fast-paced, test-and-learn environment.
- Familiarity with the needs of SMB clients, especially in home and field services like HVAC and plumbing.
- Self-starter with a collaborative attitude and a strong customer advocacy focus.
Technical Stack
- Salesforce
- Zendesk
- Jira
- PlanHat
- CRM platforms
Team & Environment
You will collaborate cross-functionally with teams in CX, Sales, Marketing, Product, and Engineering.
Benefits & Compensation
- Flexible work setup: remote, hybrid, or in-office options available.
- Robust health and wellness benefits from day one, including an annual wellness stipend.
- 401(k) with up to 4% employer match and immediate vesting.
- Generous flexible time off policy.
- Employee Stock Purchase Program.
- Ongoing investment in your learning and career development.
- Target base salary between $50,000 – $60,000 USD/year.
Work Mode
This role offers a hybrid work mode and is open to candidates based in the United States.
Rockefeller Philanthropy Advisors is an equal opportunity employer.
