Customer Success Manager (CSM)

Posted 21 Hours Ago
2 Locations
Remote
Junior
Payments • Software
Software platform for modern pool and spa service and repair professionals.
The Role
The Customer Success Manager at Skimmer will guide new customers through onboarding, educate them on software features, and monitor customer health to ensure satisfaction and retention. The role demands problem-solving skills and effective communication to address customer needs while collaborating with internal teams. Success in this role involves fostering positive customer relationships and maximizing platform usage.
Summary Generated by Built In

Description

is on a mission: to modernize the pool and spa service and repair industry. We’re a private equity-backed company with 7000+ customers using Skimmer’s pool service software and running their businesses the modern way. But we’re not stopping there (there are over 70,000 pool service companies in this surprisingly large “niche” space).
Our customers love us almost as much as we love them (check out our reviews and our NPS score of 68!)
We’re looking for big thinkers with small egos, so let’s dive in!

Our Values: At Skimmer we

  • Realize our customers' success is our success.
  • Build humble, diverse teams who have fun winning.
  • Drive results with urgency.
  • Earn trust through transparent communication.

The core of this role is advocacy.

Skimmer CSMs build meaningful relationships with our Pool Pros to ensure satisfaction and maximize their platform use. By guiding them through adoption and helping them unlock the full potential of Skimmer, you will enhance product stickiness, promote long-term retention, and facilitate loyalty.

What you'll do

  • Enablement:
    • Guide new customers through our onboarding process, ensuring a smooth transition to Skimmer’s platform.
  • Expansion:
    • Educate customers on Skimmer’s features and best practices to drive usage, adoption and expansion.
    • Promote the benefits of integrated payment solutions and other advanced features to improve customer success.
  • Churn, Contraction Mitigation, and Customer Health:
    • Monitor customer health metrics to identify risks and churn threats
    • .Proactively address challenges to ensure customer retention and satisfaction.
  • Ongoing Customer Engagement:
    • Act as the voice of the customer, providing feedback to internal teams on product enhancements and improvements.
    • Partner with Sales, Product, and Support teams to provide a seamless customer experience.
    • Share insights and strategies to improve processes and deliver value to customers.
  • You will also have a kick-ass time! 🏊
Requirements
  • 2+ years in customer-facing roles, customer success/account management, and/or sales experience preferred.
  • A customer value, ROI, and business outcome-driven mindset.
  • Skills in product training, and comfortable “re-re-selling” the customer on Skimmer.
  • Strong de-escalation and problem-solving skills.
  • Highly skilled in written and verbal communication.
  • Proven ability to multi-task and manage multiple projects at a time with strong attention to detail.
  • Self-starter mentality that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.
  • Proficient with CRM systems like HubSpot.
  • Proficient in Excel/Google Sheets.
  • A passion for ensuring customer success and fostering positive relationships.
Benefits
  • Competitive base pay + commisison
  • Company equity
  • Generous medical, dental, and vision plans
  • Immediate access to 401(k) / RSP 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 in the US
  • Remote work friendly (Skimmer HQ is in Austin, but you’re welcome to work wherever you're most productive - over 3/4 of our team is fully-remote)
  • Comprehensive learning and development budget
  • A manager dedicated to your development

At Skimmer we're deeply committed to building a diverse and inclusive workplace. We’re proud to be an equal opportunity employer, seeking to identify and onboard people from all walks of life. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, family status, marital status, sexual orientation, national origin, genetics, neurodiversity, disability, age, or veteran status, or any other non-merit based or legally protected grounds.

We also acknowledge that there is no “perfect” candidate - if you fulfill a few of the requirements, believe this is a role you would be excited about on a daily basis, and resonate with our culture, we encourage you to apply!

Top Skills

Excel
Google Sheets
The Company
HQ: Austin, TX
53 Employees
Hybrid Workplace
Year Founded: 2020

What We Do

Founded in 2017, Skimmer provides an all-in-one pool service management platform with innovative tools for scheduling, route optimization, billing and payments, customer communication, and support. We bring technology to the 85% of pool professionals who currently use pen and paper to run their businesses. Skimmer is used by more than 30,000 pool pros to help them save time, deliver a seamless customer experience, and grow their businesses. Our 59 Net Promoter Score reflects the love of our 6000+ customers and 30k+ users. We continue to make substantial investments in our best-in-class product and need talent to help us achieve our ambitious growth plans. While most of our team is remote, our Austin HQ is on the second floor of a quirky brick building that reflects the laid-back yet hard-working culture of our senior leadership and the overall team.

Why Work With Us

Skimmer is the perfect combination between a startup and an established company. We already have an incredible product that our customers love, and incredible customer-base, and a fun big-small niche. Now we need high achievers who challenge themselves and each other to succeed within our no-ego, no-jerk, have-fun-winning culture.

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