[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Skimmer is a private equity-backed company on a mission to modernize the pool and spa service and repair industry. They are seeking a Customer Success Manager to build relationships with SMB Pool Service Pros, ensuring satisfaction and maximizing platform use while driving adoption, retention, and expansion.ResponsibilitiesDrive adoption of key modules (payments, work orders, quotes/jobs, etc.) by partnering with customers to build workflows that unlock measurable value from the platformAct as a hands-on coach for your book, delivering tailored training and targeted re-engagement sessions that drive activation and ensure every Pro knows how to get the most out of SkimmerDevelop enablement guides, how-tos, and best practice content that help customers at every stage of their Skimmer journeyProactively identify upsell and cross-sell opportunities as Skimmer expands its product suite, teeing up qualified accounts for the Sales teamGuide customers toward features and products that align with their business goals - driving adoption, expansion, and long-term valueServe as a product expert, educating customers on best practices and the benefits of Skimmer's integrated solutionsMonitor customer health metrics to identify risks and churn threatsProactively address challenges to ensure customer retention and satisfactionLead renewal conversations, negotiate terms, and close contracts - ensuring every customer is set up for another successful term with SkimmerLead regular objective reviews with key accounts to assess progress toward goals, surface usage trends, and demonstrate ROI - ensuring every customer is on track to achieve their desired outcomes with SkimmerAct as the voice of the customer, providing feedback to internal teams on product enhancements and improvements - CSMs are the feedback loop between customers and productPartner with Sales, Product, and Support to deliver a seamless, end-to-end customer experienceShare insights and strategies that improve processes and deliver value across the businessSkillsDemonstrated experience in customer-facing roles in B2B SaaS, with a focus on SMB customers and high-volume book management, ideally serving trade or field service businessesA customer value, ROI, and business outcome-driven mindsetStrong instincts for product training; comfortable 're-re-selling' customers on the platform and coaching them toward their goalsStrong de-escalation and problem-solving skills with the ability to navigate difficult conversations confidentlyComfort leveraging AI tools and automation to scale your impact, from proactive outreach to identifying at-risk accounts, so you can spend more time on the conversations that matterProven ability to manage a large book of business with strong attention to detail and follow-throughA self-starter who thrives in a fast-paced, entrepreneurial environment and brings energy, ownership, and a team-first attitudeBenefitsCompetitive base pay + bonus potentialGenerous medical, dental, and vision plans (we pay 100% of your premium and 50% of your dependents’)Fantastic culture with a very strong eNPS- we work hard, celebrate wins, and learn as we go to always be improving to benefit our customers.Immediate access to 401(k) with company matchFlexible PTO (MINIMUM of 10 days required every year)12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partnerRemote work friendlyComprehensive learning and development budgetA manager dedicated to your developmentCompany OverviewSkimmer is an IT company that specializes in pool service software and pool services. It was founded in 2014, and is headquartered in Austin, Texas, USA, with a workforce of 51-200 employees. Its website is https://www.getskimmer.com.