Customer Success Manager (CSM)

Remarcable; Chicago (IL); On-site; USD 70,000 - 90,000; Full time

Benefits offered by this job

Medical, Dental, Vision insurance

401(k) with company match

PTO: Two weeks per year

Job summary

Remarcable is seeking a Customer Success Manager based in Chicago, Illinois. This full-time position focuses on ensuring customer retention and driving business value through strategic partnership. The ideal candidate should have 3-5 years in B2B SaaS Customer Success or Account Management and experience in the construction industry is advantageous. Salary ranges from $70,000 to $90,000, with comprehensive benefits including medical, dental, vision insurance, and 401(k) matching.

Qualifications

• 3-5 years in B2B SaaS Customer Success or Account Management.
• Experience in the construction industry is a significant advantage.
• Comfortable using Salesforce and Totango.

Responsibilities

• Lead the 'Value Handoff' from the Onboarding team.
• Prepare and deliver data-driven QBRs and EBRs.
• Continuously align features with the customer’s evolving business objectives.

Skills

B2B SaaS Customer Success

Account Management

Salesforce

Totango

Construction industry knowledge

Job description

Overview

As a Customer Success Manager (CSM) at Remarcable, you are the strategic partner to our contractor clients. Your mission is to move customers beyond basic platform adoption to realized business outcomes. Following a seamless hand‑off from our Onboarding Team, you will own the long‑term health, retention, and expansion of a dedicated book of business. You are a systems‑thinker who uses data to predict risk and a relationship‑builder who can navigate a job site trailer or meeting with the CFO with equal fluency.

Key Responsibilities

• Lead the "Value Handoff" from the Onboarding team, ensuring the customer’s initial goals are translated into a long‑term success plan.
• Prepare and deliver data‑driven QBRs and EBRs that prove ROI, focusing on efficiency and accuracy across our product offering.
• Continuously align Remarcable’s features with the customer’s evolving business objectives (e.g., reducing "uncontrolled spend" or improving field‑to‑office communication).
• Leverage Totango and Salesforce to monitor engagement trends and intervene when usage data shows a dip.
• Execute graduated risk‑mitigation plays for at‑risk accounts, identifying root causes and orchestrating save plans.
• Own the renewal lifecycle from end to end, ensuring high Gross Retention Rates (GRR).
• Identify white space within accounts for upselling new modules or cross‑selling to additional regions or partners.
• Convert successful customers into advocates for case studies, referrals, and product beta testing.
• Distill complex field feedback into actionable insights for our Product and Engineering teams.
• Stay current on construction tech trends (Electrical, Mechanical, Plumbing) to serve as a credible advisor to our users.

Qualifications

• 3–5 years in B2B SaaS Customer Success or Account Management.
• Experience in the construction industry (Electrical/Mechanical) is a significant advantage.
• Comfortable using Salesforce and Totango (or similar CSPs) to manage daily activities.
• Proactive, with a bias for action and a willingness to engage customers before renewal dates.
• Strong articulation skills to explain complex procurement workflows to foremen and ROI to CFOs.
• Owner’s mentality: treat your book of business like your own company and prioritize high‑impact activities over busy work.

Benefits & Compensation

• Full‑time position.
• Compensation range: $70,000–$90,000.
• Benefits: Medical, Dental, Vision, STD and Life insurance (100% company‑paid for the employee).
• 401(k) with company match.
• PTO: Two weeks per year in the first year, plus 56 hours of sick time.
• Bonus potential.