Customer Success Manager

Stone Systems LLC; United States; Remote; USD 65,000 - 90,000; Full time

Job summary

Stone Systems LLC is hiring to manage onboarding for new home-service clients across the US and Canada. You will support clients via Zoom and phone, ensure what was built is working, and propose additional solutions when helpful.

You will own retention, satisfaction, and client results, with a focus on timely responses and proactive outreach to prevent issues and cancellations. This role requires organization and a calm, confident communication style.

Qualifications

• Fluent, confident English on calls.
• Experience in customer success or support.
• Organized with proactive follow-up.
• Comfortable upselling when appropriate.
• Available Monday to Saturday; Sunday optional.

Responsibilities

• Own the onboarding call for new clients from start to finish.
• Provide same-day Zoom and phone support; respond to questions the day they come in.
• Conduct regular check-ins and anticipate client needs.
• Identify unhappy clients early and take corrective action.
• Upsell when the client is ready with solutions that fit their needs.
• Maintain accurate client records: notes, status, next steps.
• Help turn happy clients into reviews and testimonials.
• Report churn and satisfaction weekly with a concise update.

Skills

Customer success

Account management

Communication

Organizational skills

Calm under pressure

Job description

What this role is

Stone Systems helps home-service businesses and contractors across the US and Canada with websites that convert and systems that get them reviews, follow up with lost leads, and text back missed calls. Once a client signs, you become their person.

You run their onboarding call, support them over Zoom and phone, make sure what we built is working for them, and offer them more when it genuinely helps. You know where every client is and what they need next.

Retention, satisfaction, and client results are the numbers you own.

What you'll do

01

Each new client's first call is yours, start to finish.

02

Same-day support over Zoom and phone.

Questions and problems get an answer the day they come in.

03

Regular check-ins, before they ask.

You reach out on a rhythm, not when something breaks.

04

Spot an unhappy client early and fix it.

You read the signs and act before a cancellation call.

05

Upsell when the client is ready.

More of what already works for them, offered at the right moment.

06

Keep every client record current.

Notes, status and next step, always up to date.

07

Turn happy clients into reviews and testimonials.

You ask, and you make it easy.

08

Report churn and satisfaction weekly.

One short update with the numbers and what you are doing about them.

What success looks like

• 95%+ of your clients stay month over month.
• Every support request gets a same-day reply.
• 10+ new client reviews a month across your book.

Who we're hiring

You speak fluent, confident English on calls.

You have customer success, account management, or support experience.

You are organized and follow up without being chased.

You stay calm with a frustrated customer.

You are comfortable asking for the upsell.

You are available Monday to Saturday; Sunday is optional.

You know the trades world, or want to learn it.