Customer Success Manager (CSM)

Remarcable is a SOC 2 Type II–certified cloud platform that streamlines purchasing for MEP contractors. We've processed billions in material purchases and we're scaling fast. As a CSM (Customer Success Manager), you'll own the post-onboarding relationship for a dedicated book of business — driving retention, expansion, and real business value for contractor clients.

What You'll Do

• Drive value realization
• Lead the handoff from onboarding into a long-term success plan. Deliver QBRs and EBRs that show measurable ROI across procurement, spend control, and field-to-office workflows.
• Protect and grow ARR
• Monitor account health in Totango and Salesforce. Run churn playbooks proactively when usage dips — don't wait for the renewal date to find out there's a problem.
• Expand accounts
• Identify upsell opportunities — new modules, additional regions, adjacent partners. Turn happy customers into advocates for case studies, referrals, and beta programs.
• Feed product insight
• Translate field feedback into clear, actionable input for Product and Engineering. You're the voice of the contractor inside the building.
• Who You Are
• 5+ years in B2B SaaS CS or Account Management
• You've managed a book of business before and know what it takes to retain and grow complex accounts. Construction industry experience (electrical, mechanical, plumbing) is a meaningful plus.
• Systems-minded
• Comfortable in Salesforce and Totango (or similar CSPs). You believe: if it isn't in the CRM, it didn't happen.
• Proactive by default
• You don't wait for a customer to raise a flag. You intervene before problems become crises.
• Fluent across audiences
• You can explain procurement workflows to a foreman and digital transformation ROI to a CFO — and you're comfortable in both rooms.
• Owner's mentality
• You treat your book of business like your own company — focused on high-impact work, not busy work.