Head of Customer Success - Two-Sided Marketplace

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 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.