Customer Success Manager

rebuild-work; New York (NY); On-site; USD 100,000 - 180,000; Full time

Benefits offered by this job

Medical, Vision, and Dental Insurance

Flexible Vacation

Equity

Job summary

Rebuild is hiring a Customer Success Manager in New York City to onboard and support contractors using our restoration-focused SaaS platform. You will manage a diverse portfolio, lead onboarding, and build lasting relationships to drive value and renewals.

You’ll troubleshoot complex customer issues, translate needs into product feedback, and help shape our evolving playbook in an early-stage environment. In-office at 221 Canal St., NYC.

Qualifications

• 3+ years of experience in customer success, account management, or a closely related role at a B2B SaaS company.
• Proven ability to manage a diverse book of business—from high-touch enterprise relationships to scaled SMB accounts.
• Strong onboarding instincts—get customers to value quickly and improve the process.
• A troubleshooter at heart—dig into problems with curiosity and depth.
• Strong communicator who can translate technical concepts for non-technical audiences (contractors, not engineers).
• Experience making structured, specific product recommendations—turn frustration into a clear brief.

Responsibilities

• Own a portfolio of accounts across company sizes, serving as the primary point of contact from onboarding through renewal.
• Lead customer onboarding end-to-end—set customers up for fast time-to-value and refine the process.
• Troubleshoot customer problems with depth—diagnose issues and not just elevate tickets.
• Develop deep knowledge of how restoration contractors run their business to inform product feedback.
• Synthesize patterns across your book of business into actionable recommendations for the product team.
• Conduct regular check-ins and business reviews to understand goals and surface expansion opportunities.
• Identify at-risk accounts early and work cross-functionally to address issues.
• Partner with the sales team on renewals and expansion conversations.

Skills

Account management

Customer success

Onboarding

Communication

Product feedback

Tools

CRM platforms

Job description

About Rebuild

America's disaster response system is broken. When a pipe bursts or a fire tears through a home, families are displaced for weeks, sometimes months, while restoration contractors fight to get reimbursed for their work through a slow, paper-heavy insurance process. Communities are dramatically changed in a matter of hours, and the contractors who rebuild them shouldn't have to wait.

Rebuild is an operating system for restoration contractors who specialize in mitigating damage to homes and rebuilding them after disasters strike. Our initial product enables contractors to generate insurance‑compliant estimates in minutes, allowing them to get reimbursed faster, take on more jobs, and repair more homes. Our customers are seeing 95%+ reductions in documentation time and 7%+ increases in claim reimbursements.

We ended 2025 beating our revenue targets and closing our Seed round. Our customers include some of the largest restoration companies in the country, and we serve as a true extension of their teams. Climate change drives an estimated $210 billion in annual property damage, and Rebuild is tackling the massive opportunity to help contractors move faster and more accurately.

The Role

We're looking for a Customer Success Manager to join our growing team and help ensure that every contractor we work with gets real, lasting value from Rebuild. This is an individual contributor role on an existing CS team; you'll manage a mixed portfolio of accounts across contract sizes, large and small, and serve as a trusted partner for our customers throughout the full lifecycle of their relationship with us.

A significant part of this role is onboarding. You'll be responsible for getting new customers up and running quickly and effectively, and just as importantly, for improving how we do it.

You'll work both reactively, digging into customer problems and troubleshooting issues with real depth, and proactively, building relationships and driving adoption before problems arise. You'll develop deep expertise in how our customers operate so you can be a credible voice in product conversations, not just a messenger.

You won't carry a hard revenue quota, but you'll play a meaningful role in renewals and expansion, and your success will be measured by the health and retention of your book of business. This includes running a consistent quarterly business review process, building lasting customer relationships, and supporting the structure of renewals.

This is an in-office role in New York City. We work out of 221 Canal alongside the Rebuild engineering and founding team, and we're looking for someone who wants to build something, not just manage accounts from a distance.

What You'll Do

• Own a portfolio of accounts across company sizes, serving as the primary point of contact from onboarding through renewal
• Lead customer onboarding end-to-end — setting customers up for fast time-to-value and then continuously refining the process to make it better
• Troubleshoot customer problems with depth — you'll be expected to understand the product well enough to diagnose issues, not just elevate them
• Develop genuine expertise in how restoration contractors run their businesses, so your feedback to the product team is grounded and specific
• Serve as a direct line between customers and the product team — synthesizing patterns across your book of business into actionable recommendations
• Conduct regular check‑ins and business reviews to understand customer goals and surface expansion opportunities
• Identify at‑risk accounts early and work cross‑functionally to address them before they become problems
• Partner with the sales team on renewals and expansion conversations, providing context and continuity

What We’re Looking For

• 3+ years of experience in customer success, account management, or a closely related role at a B2B SaaS company
• Proven ability to manage a diverse book of business — from high‑touch enterprise relationships to scaled SMB accounts
• Strong onboarding instincts — you know how to get customers to value quickly, and you’re always looking for ways to do it better
• A troubleshooter at heart — you dig into customer problems with curiosity and depth rather than routing tickets and waiting for answers
• Strong communicator who can translate technical concepts for non‑technical audiences (our customers are contractors, not software engineers)
• Experience making structured, specific product recommendations — you can turn customer frustration into a clear brief
• Based in New York City and excited to work in‑office at 221 Canal alongside the Rebuild team with occasional travel
• Experience working with CRM and CS platforms to track account health and stay organized across a large portfolio
• A genuine curiosity about the industries you serve — bonus points for experience in construction tech, insurance, or field services
• You're energized by early‑stage environments where the playbook is still being written

What We Offer

• Interesting and challenging work solving a mission‑critical problem for contractors rebuilding communities after disasters
• Medical, Vision, and Dental Insurance
• Flexible Vacation
• You will work directly with the founders Alex Toporek and John Reim, and across a tight‑knit team at the Gutter Capital office at 221 Canal in NYC
• Thoughtful programming, fun events, and continuous learning fireside chats on a regular basis
• Compensation includes meaningful equity and $100k-180k OTE

Equal Opportunity Employer

At Rebuild, we aim to foster a workplace free from discrimination. We believe that diversity of experience, perspectives, and backgrounds leads to a better environment for our people and a better product for our clients. Rebuild is an equal‑opportunity employer and encourages all applicants from every background and life experience to apply.

Applicants must be eligible to work in the United States. Rebuild does not sponsor work visas or employment authorization. Only candidates with the legal right to work in the U.S. will be considered for this position.