Customer Success Manager Austin, Texas, United States

Signpost; Austin (TX); Hybrid; USD 50,000 - 60,000; Full time

Job summary

Signpost AI in Austin, TX is seeking a Customer Success Manager to own a book of post-onboarding accounts, ensuring customers derive value from AI answering, receptionist, and digital marketing services.

You will conduct regular check-ins, highlight outcomes like calls answered, leads captured, and jobs booked, and intervene early when risk of churn appears. If you thrive on relationships, problem-solving, and rewards for results, you’ll fit in.

Qualifications

• 2+ years in customer success, account management, or similar role.
• Proven track record of retaining customers who intended to churn.
• Strong communication and a confident, personable phone presence.
• Ability to quickly establish trust with busy small business owners.
• Excellent organization and follow-through on many open items.
• Experience working in a CRM (HubSpot preferred).
• Professional fluency in English; no college degree required.

Responsibilities

• Serve as main contact for about 150 customer accounts.
• Conduct regular check-ins showing calls answered, leads captured, and jobs booked.
• Identify at-risk customers and intervene early.
• Lead cancellation-save conversations with Retention team support.
• Recommend services like AI SMS, Local Services Ads, and websites.
• Collaborate with Onboarding, Support, Billing, and Fulfillment to resolve issues.
• Keep account notes, tickets, and tasks up-to-date in HubSpot.
• Earn commission on customer saves and upgrades within your book.

Skills

Customer success

Account management

Communication skills

CRM proficiency

English fluency

Problem-solving

Tools

HubSpot

Job description

Signpost AI helps home services businesses grow. For HVAC, plumbing, electrical, roofing, pest control, and restoration companies, every missed call is lost revenue. We give them the tools to capture more leads, book more jobs, and get paid, including AI answering and live receptionist services, AI SMS, websites, social media, and Google Local Services Ads management.

We're a growing company, and we're building as we fly. Our customer base has grown quickly, and our teams, tools, and processes are growing right along with it.

If you like change, adapt quickly, and care about serving small and medium-sized business owners, you'll thrive here.

About the Role

Signpost AI is seeking a personable, organized, and driven Customer Success Manager to help our customers get the most out of our AI answering, receptionist, and digital marketing services.

As a CSM, you'll own a book of customer accounts after onboarding. Your job is to keep those customers, show them the results they're getting, and help them grow with services that fit their business.

If you enjoy building relationships, can turn around an unhappy customer, and like being rewarded for results, this role is a strong fit.

What You'll Do

• Serve as the main point of contact for a book of about 150 customer accounts.


• Run regular check-ins that show customers what they're getting: calls answered, leads captured, and jobs booked.


• Spot customers at risk of canceling and step in early.


• Lead cancellation save conversations, with support from our Retention team on tough cases.


• Introduce services that fit each customer's business, such as AI SMS, Local Services Ads, and websites.


• Work with Onboarding, Support, Billing, and Fulfillment to solve customer issues and follow up until they're done.


• Keep account notes, tickets, and tasks current in HubSpot.


• Earn commission on customer saves and upgrades within your book.

What We're Looking For

• 2+ years in customer success, account management, or another customer-facing role with a book of accounts.


• A track record of keeping customers who wanted to leave.


• Strong communication skills and a confident, personable phone presence.


• The ability to build trust quickly with busy small business owners.


• Strong organization and follow-through across many open items at once.


• Experience working in a CRM.


• The ability to think critically, solve problems, and work independently.


• Professional fluency in English.

You do not need a college degree to be successful in this position. We value communication skills, ownership, and results.

Nice to Have

• Experience with HubSpot.


• Experience working on commission or toward save and upsell targets.


• Familiarity with SaaS, digital marketing, or home services businesses.


• Experience with websites or digital marketing.


• Comfort using AI tools in your daily work.


• Spanish-speaking or bilingual proficiency.

What Success Looks Like

You'll thrive in this role if you take ownership of your accounts, reach out before customers have to call you, and enjoy turning a frustrated customer into a loyal one.

We value CSMs who keep their book healthy, follow through on every open item, and make customers feel that someone knowledgeable is looking out for their business.

• Job Title: Customer Success Manager


• Employment Type: Full-Time


• Location: Austin, TX area (required). Hybrid: in office Tuesday and Thursday


• Schedule: Monday–Friday, 8:00 AM–5:00 PM, with a one-hour lunch break


• Compensation: $50,000 - $60,000 base salary plus commission

Our Approach to Customer Success

At Signpost AI, customer success means more than answering tickets. Our CSMs know their customers' businesses, keep an eye on how their accounts are performing, and step in before small problems turn into cancellations.

We value people who take ownership, communicate with empathy and confidence, and measure their work by whether customers stay and grow.

Join Signpost AI

If you're a strong communicator who likes building relationships, solving problems, and being rewarded for results, we'd love to hear from you.

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Voluntary Self-Identification

For government reporting purposes, we ask candidates to respond to the below self-identification survey.Completion of the form is entirely voluntary. Whatever your decision, it will not be considered in the hiringprocess or thereafter. Any information that you do provide will be recorded and maintained in aconfidential file.

As set forth in Signpost’s Equal Employment Opportunity policy,we do not discriminate on the basis of any protected group status under any applicable law.

If you believe you belong to any of the categories of protected veterans listed below, please indicate by making the appropriate selection.As a government contractor subject to the Vietnam Era Veterans Readjustment Assistance Act (VEVRAA), we request this information in order to measurethe effectiveness of the outreach and positive recruitment efforts we undertake pursuant to VEVRAA. Classification of protected categoriesis as follows:

A \"disabled veteran\" is one of the following: a veteran of the U.S. military, ground, naval or air service who is entitled to compensation (or who but for the receipt of military retired pay would be entitled to compensation) under laws administered by the Secretary of Veterans Affairs; or a person who was discharged or released from active duty because of a service‑connected disability.

A \"recently separated veteran\" means any veteran during the three‑year period beginning on the date of such veteran's discharge or release from active duty in the U.S. military, ground, naval, or air service.

An \"active duty wartime or campaign badge veteran\" means a veteran who served on active duty in the U.S. military, ground, naval or air service during a war, or in a campaign or expedition for which a campaign badge has been authorized under the laws administered by the Department of Defense.

An \"Armed forces service medal veteran\" means a veteran who, while serving on active duty in the U.S. military, ground, naval or air service, participated in a United States military operation for which an Armed Forces service medal was awarded pursuant to Executive Order 12985.