Founding Customer Success Manager

About this role

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 Cust...