Customer Success Manager

Skape Industries LLC; Columbia (SC); Remote; USD 80,000 - 120,000; Full time

Benefits offered by this job

Unlimited PTO

$1,000 conference budget

Ground floor equity

Remote-first culture

Job summary

Skape is hiring a Customer Success Manager to lead the end-to-end experience for homeowners and landscapers on our platform. You will build support processes from scratch, create help docs, and feed user feedback into product decisions.

As an early hire, you will define CS workflows, metrics, and retention campaigns while shaping the community around a disruptive, remote-first home services marketplace.

Qualifications

• 3+ years in customer success, support, or account management at a tech company.
• Experience building support processes from scratch as the first CS hire.
• Exceptional written and verbal communication with empathetic clarity.
• Data-driven approach with ability to track metrics and priorities.

Responsibilities

• Own end-to-end customer experience for homeowners and landscapers on the platform.
• Build and manage customer support processes across email, in-app chat, and phone.
• Create comprehensive help documentation, FAQs, and onboarding guides.
• Develop and track customer health metrics (NPS, CSAT, churn, response time).
• Run customer feedback programs to inform product decisions.
• Identify patterns in tickets and work with engineering to fix issues.
• Design and execute retention and win-back campaigns.
• Build a community of power users and brand advocates.

Skills

CSM experience

Written & verbal comms

Data-driven

Process ownership

Tools

Intercom

Zendesk

Freshdesk

CRM platforms

Gainsight

Totango

ChurnZero

Job description

Skape is building the Uber of landscaping — a platform that instantly connects homeowners with top-rated landscaping professionals. We're transforming a $130 billion industry that's still run on phone calls, cash payments, and word-of-mouth referrals.

Founded by a Navy veteran and Columbia CS grad, Skape is a venture-backed startup based in New York. We're live, growing fast, and backed by investors who believe the home services industry is ready for a technology-first approach.

About the Role

At Skape, customer experience isn't a department — it's the whole company's obsession. But someone needs to lead the charge, and that's you. As our Customer Success Manager, you'll be the bridge between our users and our product team, ensuring every interaction with Skape feels personal, responsive, and delightful.

You'll work with both sides of our marketplace: homeowners who want beautiful yards without the hassle, and landscapers who want to grow their businesses. Understanding both perspectives and advocating for both groups is what makes this role unique — and uniquely impactful.

This is an early hire, which means you'll be building the customer success function from scratch. You'll define our support processes, create our help documentation, build feedback loops into our product development cycle, and set the tone for how Skape treats its community.

What You'll Do

• Own the end-to-end customer experience for both homeowners and landscapers on the platform
• Build and manage customer support processes across email, in-app chat, and phone
• Create comprehensive help documentation, FAQs, and onboarding guides for both user types
• Develop and track customer health metrics (NPS, CSAT, churn rate, support response time)
• Run customer feedback programs — surveys, interviews, and user research — to inform product decisions
• Identify patterns in support tickets and work with engineering to fix systemic issues
• Design and execute customer retention and win‑back campaigns
• Build a community of power users and brand advocates through proactive outreach and engagement

What We're Looking For

Required

• 3+ years in customer success, customer support, or account management at a tech company
• Experience building support processes from scratch — you've been the first CS hire before
• Exceptional written and verbal communication — you can defuse a frustrated customer with empathy and clarity
• Data‑savvy: you track metrics, spot trends, and use data to prioritize what matters most
• Experience with support tools (Intercom, Zendesk, Freshdesk) and CRM platforms
• Genuine passion for understanding users and making their lives easier

Nice to Have

• Experience in a two-sided marketplace where you've supported both supply and demand
• Background in home services, real estate, or consumer marketplace businesses
• Experience with customer success tools like Gainsight, Totango, or ChurnZero
• You've built a help center or knowledge base from scratch

Why Skape?

We're a small team with big ambitions — your work will be visible and impactful from day one

Early‑stage equity — you're not employee #10,000, you're helping build the foundation

Remote‑first culture — work from anywhere, async by default, results over hours

Direct impact on a $130B industry that hasn't been disrupted yet

Work with a founder who's been in the trenches — Navy veteran, Columbia CS, led engineering at a Fortune 50 company

Ground Floor Equity

Build What Matters

Grow With Us

Unlimited PTO — we trust you to manage your time

$1,000/year conference and learning budget