[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.

Responsibilities

• Drive adoption of key modules (payments, work orders, quotes/jobs, etc.) by partnering with customers to build workflows that unlock measurable value from the platform
• Act 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 Skimmer
• Develop enablement guides, how-tos, and best practice content that help customers at every stage of their Skimmer journey
• Proactively identify upsell and cross-sell opportunities as Skimmer expands its product suite, teeing up qualified accounts for the Sales team
• Guide customers toward features and products that align with their business goals - driving adoption, expansion, and long-term value
• Serve as a product expert, educating customers on best practices and the benefits of Skimmer's integrated solutions
• Monitor customer health metrics to identify risks and churn threats
• Proactively address challenges to ensure customer retention and satisfaction
• Lead renewal conversations, negotiate terms, and close contracts - ensuring every customer is set up for another successful term with Skimmer
• Lead 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 Skimmer
• Act as the voice of the customer, providing feedback to internal teams on product enhancements and improvements - CSMs are the feedback loop between customers and product
• Partner with Sales, Product, and Support to deliver a seamless, end-to-end customer experience
• Share insights and strategies that improve processes and deliver value across the business

Skills

• Demonstrated 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 businesses
• A customer value, ROI, and business outcome-driven mindset
• Strong instincts for product training; comfortable 're-re-selling' customers on the platform and coaching them toward their goals
• Strong de-escalation and problem-solving skills with the ability to navigate difficult conversations confidently
• Comfort 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 matter
• Proven ability to manage a large book of business with strong attention to detail and follow-through
• A self-starter who thrives in a fast-paced, entrepreneurial environment and brings energy, ownership, and a team-first attitude

Benefits

• Competitive base pay + bonus potential
• Generous 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 match
• Flexible PTO (MINIMUM of 10 days required every year)
• 12 weeks paid parental leave for birthing parent, 6 weeks paid leave for supporting partner
• Remote work friendly
• Comprehensive learning and development budget
• A manager dedicated to your development

Company Overview