Client Success Manager

Uncover; Chicago, Northern (IL, KY); Hybrid; USD 117,000 - 130,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401k with employer match

Unlimited PTO

Job summary

Rundoo is seeking a Client Success Manager in Chicago to own a book of live hardware, paint, and farm & feed stores, ensuring they realize their post-launch goals and outcomes.

You will manage renewals, monitor adoption with a stoplight model, and drive value realization in Rundoo's ERP platform while helping CS scale nationwide.

Qualifications

• Ownership mindset and accountability for outcomes.
• Reads people and signals early to detect drift.
• Excellent written and verbal communication with non-technical owners.
• Organized and self-directed; manage a full book and keep records clean.
• Comfort with ambiguity in a startup CS environment.

Responsibilities

• Own a book of live stores and ensure they stay and are glad they did.
• Maintain stoplight risk readouts for each client.
• Manage cadence to keep accounts green monthly and prevent churn.
• Read early signals and address issues before they escalate.
• Act to save accounts by root-cause analysis and corrective actions.
• Turn client pain into product signals; file bugs and feature requests.
• Coordinate escalations with Product Support.
• Take clean handoffs from Implementation and carry relationships forward.
• Cultivate client advocates with references and case studies.
• Keep Salesforce current so reporting reflects reality.

Skills

Ownership mindset

Reads people & signals early

Excellent written & verbal comms

Organized & self-directed

Comfort with ambiguity

Tools

Salesforce

Job description

About Rundoo

Our mission is to empower independent supply stores with best-in-class technology. Think of your local hardware store or mom-and-pop nursery—these are our clients. From paint to lumber to flooring, over 200,000 such stores across the country sell over $1T of building materials annually using outdated, on-premises systems. We’re aiming to help them modernize so that they can continue to thrive. Backed by leading investors including Battery, Bessemer and CRV, we've raised $48M across four rounds and are growing quickly: We're live in over 500 stores across the USA, Canada, and the Caribbean, and integrated with over 20 industry partners. Our team is made up of builders, sellers, and industry veterans with a shared goal: to bring modern technology to an overlooked industry.

About the Role

Location: Chicago (in-office 4x/week)

As a Client Success Manager at Rundoo, you own the relationship with a book of live clients after they go live—independent paint, hardware, and farm & feed stores that now run their business on Rundoo. Your job is to understand what each client was trying to achieve when they moved to Rundoo—faster close-outs, sharper analytics and customer engagement, mobile capabilities, easier inventory counts—and make sure the product is actually delivering those outcomes. Six months after go-live, a district manager should be able to point to concrete results Rundoo made possible. You'll be one of the first Client Success hires in our new Chicago office, helping shape how CS scales as Rundoo expands across the country. You'll own retention and adoption depth on your book: running renewals and QBRs, watching account health through our stoplight model, and driving real value realization in the core workflows that make clients successful. We don't have an established expansion playbook yet—you'll help build it—so early on the focus is depth of adoption and outcomes rather than an expansion quota. You'll report to Claire, Rundoo's Manager of Client Success, and work closely with Client Success, Product Support, and Implementation to make sure clients get full value from the platform and that what we learn flows back to Product and Engineering.

What You'll Do

• Own a book of live stores and the simple outcome on it: they stay, and they're glad they did
• Keep every stoplight honest — an accurate read on each client at all times, because the team's whole view of risk is only as good as your stoplights
• Work the cadence — green every month, yellow every two weeks, red daily until resolved — so no account goes quiet long enough to churn
• Catch risk before it's a red — read the early signals (usage dropping off, a frustrated owner, a workflow that isn't sticking) and get ahead of them
• Run the save when an account slips — find the real root cause, not just the symptom, and pull it back to green
• Turn client pain into product signal — file clear bugs and requests, and know the difference between a training gap (you fix it) and a product gap (Product needs to hear it)
• Partner with Product Support (Robbie, Tim) on escalations — you own the relationship, they own the fix
• Take clean Steady handoffs from Implementation and carry the relationship from there
• Turn healthy clients into advocates — references, case studies, the stores a prospect calls to check us out
• Keep Salesforce current so the stoplight snapshot reflects reality, not last month

What We're Looking For

Essential Qualities

• Ownership mindset - You treat your book like it's your own business and you're accountable for the outcome
• Reads people and signals early - You sense when an account is drifting before it shows up in a metric
• Excellent written and verbal communication - You can talk to a non-technical owner-operator and to our Product team with equal ease
• Organized and self-directed - You manage a full book, prioritize the right accounts, and keep your records clean
• Comfort with ambiguity - Startup CS has no playbook for everything; you build the missing parts

Valuable Experience (But Not Required)

• Prior Client Success, Account Management, or relationship-driven support experience in SaaS
• Experience carrying a retention, renewal, or expansion number
• Retail, POS, payments, or small-business operations background
• Experience with owner-operator or SMB customers (vs. enterprise procurement)

Technical Requirements

• Comfortable learning and becoming expert in complex software (our full ERP platform)
• Proficient with spreadsheets (Google Sheets/Excel) and comfortable in a CRM (Salesforce)
• Able to work from the Chicago office during required hours

Bonus Points

• Direct familiarity with paint, hardware, building materials, farm & feed, or related industries
• Experience with payments / merchant services attach
• Comfortable in a dynamic startup where priorities shift and you build process as you go
• Experience with Salesforce, Gong, Intercom, or similar tools

About the team

Vidhan (Head of Client Experience) - Studied Biomedical Engineering and Econ at Duke University; Formerly Director of Product at BuildZoom, Product lead at Hinge Health, and Co-Founder of Urova Medical.

Claire (Manager, Client Success — manages CS + Support) - Studied History and Captained the Field Hockey team at Dartmouth; formerly Customer Success lead in various SaaS startups in AdTech, AI Analytics, and Identity Verification.

Reggie (Client Success Manager) - Reggie has been in the paint and decorating industry for 39 years. He started as a rep for Benjamin Moore, then owned stores for 20 years, followed by a 13 year career selling retail management systems to paint and decorating retailers.

Robbie (Product Support) - 13 years of paint store experience (Automotive and Architectural Coatings), Sports Enthusiast, Gamer (Board, Card, and Video).

Tim (Product Support) - 10 years of experience within CX/CS from SaaS to Retail Management.

Compensation

Salary: $117,000 - $130,000 annually

Equity: $30,000 initial grant value, vesting over 4 years

Benefits

• Full medical, dental, and vision coverage (100% of premiums for you, 50% for dependents)
• Life insurance
• 401k with Betterment
• Unlimited PTO with 10 company paid holidays
• In-office gym
• Daily team lunches
• Learning materials and audiobook subscriptions

About our founders

Andrew (CTO): studied computer science & humanities at Stanford; worked as a software engineer and head of engineering at Apple & Anova; danced with the SF ballet (where he met his wife)!

Nick (CEO): studied math & computer science at Stanford; worked as a trader at Bridgewater & Citadel and as a PM at Google & Enigma; distantly related to the founder of the Hershey company.

How we've fundraised

• Pre‑seed: $2m led by Kent Bennett at Bessemer with participation from Plug & Play, Quiet Capital, and Sequoia.
• Seed: $5m led by Caitlin Bolnick Rellas at CRV.
• Series A: $11m led again by Bessemer and CRV.
• Series B: $30m led by Battery.