[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Sameday AI is building the AI voice layer for the home services industry, providing 24/7 customer interaction solutions. They are seeking a Customer Success Manager to manage SMB and mid-market accounts, ensuring clients successfully adopt and utilize their AI agents while monitoring account health and driving renewals.ResponsibilitiesOwn a portfolio of accounts across the full customer lifecycle — onboarding, training, adoption, QBRs, renewals, and expansionGuide new clients through integration setup with platforms like ServiceTitan, FieldRoutes, and HubSpot, ensuring their AI agent is configured and performing on day oneMonitor account health proactively — track call performance, booking rates, and engagement signals to get ahead of churn before it happensRun structured business reviews with clients to demonstrate value, surface opportunities, and set the stage for growth conversationsPartner with sales to identify and execute upsell and cross-sell opportunities within your bookServe as the voice of the customer internally — document recurring issues, feature gaps, and workflow friction and bring them to product and engineering with contextKeep HubSpot updated with accurate account data, health scores, and interaction logs so the team has full visibilityRepresent Sameday at industry trade shows and events (primarily home services verticals)Skills3+ years in customer success, account management, or a similar client-facing role in SaaS or techA track record of owning retention and expansion metrics — GRR and NRR aren't just abbreviations to youStrong communication skills and the ability to build trust with business owners who aren't technical and don't have time to wasteComfort operating in ambiguity — we're a small team and things change fastExperience with CRM tools, ideally HubSpot; familiarity with field service management platforms (ServiceTitan, FieldRoutes, Jobber) is a meaningful plusA problem-solving mindset — you figure things out, you document what you learn, and you escalate when you need toBenefitsPerformance-based bonuses tied to retention and expansionComprehensive health benefitsA small, high-ownership environment where your work visibly moves the needleThe chance to build something meaningful in a massive, underserved marketCompany OverviewSameday is a virtual sales programme designed to assist home service providers in remaining available by phone throughout the day. It was founded in 2021, and is headquartered in Lindon, Utah, USA, with a workforce of 11-50 employees. Its website is https://www.gosameday.com.