Founding Customer Success Manager

Spectrum Search; New York (NY); On-site; USD 120,000 - 170,000; Full time

Job summary

Spectrum Search is seeking a founding Customer Success Manager to own retention, expansion and the customer success function for a growing portfolio of about 100 accounts. This hands-on role reports to senior leadership and offers significant ownership as the first dedicated CS hire.

You will shape onboarding, renewals, and expansion playbooks, driving high-NRR and customer value in a fast-moving AI-enabled home services software context. NYC-based, with travel as needed.

Qualifications

• Experience in Customer Success, Account Management or commercial roles with ownership of outcomes.
• Proven ability to drive retention, expansion and net revenue retention.
• Experience building playbooks and processes in early-stage environments.

Responsibilities

• Own retention, expansion, upsell and referrals across ~100 accounts.
• Manage customer relationships with clear commercial ownership.
• Build and refine Customer Success processes from the ground up.
• Develop onboarding flows, customer health scoring, QBR cadences and renewal processes.
• Identify pain points and translate them into practical solutions.
• Build trusted relationships and identify cross-sell opportunities.
• Leverage AI tools to improve outcomes and internal processes.
• Collaborate with leadership as the function grows.
• Occasional travel to customer offices and sites.
• Demonstrate strong customer-facing communication and relationship skills.

Skills

Account Management

Customer Success

NRR (Net Revenue Retention)

Upsell

Relationship Management

Cross-functional Collaboration

Onboarding

Commercial Ownership

Tools

CRM

AI tools

Job description

Spectrum Search is partnered with an early-stage AI technology company building sales and customer experience software for the home services sector. The company is profitable, commercially established and looking for its first dedicated Customer Success hire to take ownership of retention, expansion and the customer success function. Pasted text

About the opportunity

This is a hands-on founding Customer Success Manager position with significant ownership. The successful candidate will manage a growing portfolio of around 100 customer accounts while building the processes and playbooks needed to support the company's next stage of growth.

The role is commercially focused rather than support-led. Success will be measured through customer retention, net revenue retention (NRR), expansion, upsell and referrals.

The role

Working directly with senior leadership, the Customer Success Manager will own customer relationships end to end. This includes developing a deep understanding of customer priorities, identifying opportunities to increase value and creating a scalable approach to onboarding, account management, renewals and expansion.

As the first dedicated hire in the function, there is also scope to help shape and eventually grow the Customer Success team.

Key responsibilities

• Own retention, expansion, upsell and referrals across a portfolio of approximately 100 accounts
• Manage customer relationships with clear commercial ownership and accountability
• Build and refine Customer Success processes from the ground up
• Develop onboarding flows, customer health scoring, QBR cadences and renewal processes
• Identify customer pain points and translate them into practical solutions
• Build trusted relationships with customer stakeholders and identify cross-sell and expansion opportunities
• Use AI tools and other systems to improve customer outcomes and internal processes
• Work closely with senior leadership and cross-functional colleagues as the Customer Success function develops
• Travel to customer offices and operational sites where required
• Strong experience across Customer Success, Account Management or a commercially focused Account Executive role
• Demonstrable success driving NRR, retention, upsell or account expansion
• Experience owning customer relationships and commercial outcomes rather than operating primarily in a support capacity
• Proven ability to create Customer Success processes or playbooks from an early stage
• Comfortable operating in an early-stage environment where processes are still being developed
• Strong customer-facing communication, presentation and relationship management skills
• Commercial judgement with the ability to identify and execute revenue opportunities
• Resourceful approach to problem-solving and confidence working with AI-enabled tools

Nice-to-haves

• Experience within B2B enterprise SaaS or another high-touch customer environment
• Background in home services, trades, field service technology or conversational AI
• Experience with high-touch onboarding and complex customer relationships
• Previous experience helping establish or scale a Customer Success function

Location and remote setup

This is a full-time, on-site role based in New York City, with five days per week in the office. Approximately 10 to 25 per cent travel to customer offices and operational sites may be required.