Customer Success Manager

Skimmer Inc.

Job Overview

Location

Austin

Job Type

Full-time

Full Job Description

📋 Description

• Advocate for SMB pool service professionals by building trusted, long-term relationships that ensure customer satisfaction and maximize platform adoption.
• Own and manage a book of business, being accountable for customer adoption, retention, expansion, and overall health metrics.
• Drive adoption of core Skimmer modules—including payments, work orders, quotes/jobs—by co-creating customized workflows that deliver measurable business value to customers.
• Deliver hands-on, tailored training and re-engagement sessions to activate inactive users and ensure every customer fully leverages the platform’s capabilities.
• Develop and distribute enablement content such as how-to guides, best practice playbooks, and onboarding resources to support customers at every stage of their journey.
• Proactively identify upsell and cross-sell opportunities as Skimmer expands its product suite, qualifying accounts and aligning new features with customers’ business goals.
• Serve as the primary product expert for assigned customers, educating them on integrated solutions and demonstrating ROI through usage insights and success metrics.
• Monitor customer health indicators to detect early signs of churn or contraction, and execute targeted intervention strategies to retain at-risk accounts.
• Lead renewal conversations, negotiate contract terms, and close renewals to ensure sustained customer partnerships and predictable revenue.
• Conduct regular business reviews with key accounts to assess progress toward goals, surface usage trends, and validate the impact of Skimmer on their operational outcomes.
• Act as the primary voice of the customer, collecting and channeling feedback to Product, Sales, and Support teams to inform feature enhancements and process improvements.
• Partner cross-functionally with Sales, Product, and Customer Support to ensure a seamless, end-to-end customer experience from onboarding to renewal.
• Leverage AI tools and automation to scale outreach, prioritize at-risk accounts, and focus high-touch efforts on the most strategic interactions.
• Maintain meticulous tracking of customer interactions, usage data, and success milestones to ensure consistent follow-through and accountability.
• Embody Skimmer’s values by fostering a humble, diverse, and results-driven approach—prioritizing customer success as the engine of company growth.
• Thrive in a fast-paced, entrepreneurial environment, taking ownership of outcomes with energy, initiative, and a team-first mindset.

🎯 Requirements

• Demonstrated experience in customer-facing roles in B2B SaaS, with a focus on SMB customers and high-volume book management
• Experience serving trade or field service businesses is ideal
• Strong instincts for product training and the ability to “re-re-sell” customers on platform value
• Proven ability to manage a large book of business with strong attention to detail and follow-through
• Comfort leveraging AI tools and automation to scale customer success efforts
• Strong de-escalation and problem-solving skills with confidence in navigating difficult conversations

🏖️ Benefits

• Competitive base pay + bonus potential
• Generous medical, dental, and vision plans (100% premium paid for employee, 50% for dependents)
• Immediate access to 401(k) with company match
• Flexible PTO (minimum of 10 days required annually)
• 12 weeks paid parental leave for birthing parent, 6 weeks for supporting partner
• Remote work friendly with comprehensive learning and development budget

Skills & Technologies

Remote

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Skimmer Inc.

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About Skimmer Inc.

Skimmer Inc. offers cloud-based software designed for pool and spa service companies. The platform supports route optimization, customer management, automated invoicing, digital service reports, chemical tracking, and payments. Founded in 2016, the company helps technicians streamline daily operations and improve customer communication through a mobile app and web dashboard.

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