Customer Success Manager

Help contractors win more work.

Most customer-success positions are built around answering tickets. This one is built around creating measurable results for real businesses.

TradeVulcan is a growing software platform built for home-service contractors. We help businesses recover revenue from missed calls, open estimates, website visitors, inconsistent follow-up, and disconnected systems—without forcing them to replace the CRM they already use.

We are hiring a Contractor Success Manager to take ownership of the customer relationship after the sale. You will guide contractors from kickoff through launch, adoption, measurable success, retention, and long-term growth.

You will not be doing this alone. You will be supported by an organization of 35+ Account Executives, experienced leadership, and a growing product built specifically around the needs of home-service businesses.

What You’ll Do

As a Contractor Success Manager, you will become a trusted partner to contractors, business owners, office managers, and operational leaders.

You will:

• Own a portfolio of TradeVulcan customers from sales handoff through onboarding, adoption, retention, and growth.
• Lead professional kickoff, onboarding, training, and account-strategy meetings.
• Learn each contractor’s business, goals, current technology, customer journey, and revenue opportunities.
• Help customers select and activate the TradeVulcan tools that solve their most important problems first.
• Turn customer goals into clear implementation and adoption plans.
• Coordinate with Account Executives, implementation, support, product, and leadership to keep every deployment moving.
• Monitor customer health, usage, engagement, results, and unresolved obstacles.
• Identify stalled accounts early and proactively re-engage customers before they become frustrated or disengaged.
• Conduct regular account reviews that clearly communicate results, next steps, and opportunities for additional value.
• Document account activity, commitments, risks, and follow-up inside our CRM.
• Collect customer feedback and communicate recurring needs to the product and leadership teams.
• Recognize expansion opportunities and work with the appropriate Account Executive to help customers grow their TradeVulcan stack.
• Advocate for the customer while also setting clear expectations and maintaining forward momentum.

This is not a reactive support-only position. We need someone who can lead conversations, solve problems, create accountability, and help customers make meaningful operational changes.

What Success Looks Like

A successful Contractor Success Manager does more than make customers feel supported. They help customers use the platform, understand the value, and achieve a measurable business outcome.

Your performance will be connected to areas such as:

• Customer onboarding and time to launch
• Product adoption and engagement
• Customer health and satisfaction
• Retention and renewal readiness
• Customer responsiveness and follow-through
• Revenue-recovery results
• Expansion opportunities
• Accurate account documentation
• Proactive resolution of risks and obstacles

Within your first 90 days, you should be able to independently lead customer meetings, manage assigned accounts, explain the TradeVulcan platform in practical contractor language, and build clear action plans that keep customers moving forward.

You May Be a Great Fit If You

• Have experience in customer success, account management, implementation, client services, consulting, inside sales, or a similar customer-facing role.
• Are comfortable leading meetings by phone and video.
• Communicate with warmth, confidence, professionalism, and clarity.
• Know how to ask strong questions and uncover the real issue behind a customer’s concern.
• Can explain software without overwhelming customers with technical language.
• Are highly organized and consistently follow through on commitments.
• Take ownership instead of waiting for someone else to solve the problem.
• Can balance relationship-building with accountability.
• Are comfortable managing multiple customers and priorities at the same time.
• Can recognize when a customer needs training, technical help, strategic guidance, or stronger follow-up.
• Enjoy working in a fast-growing company where processes continue to improve.
• Want your work to have a visible effect on customers and the company.

Preferred Experience

The following experience is helpful, but not required for the right candidate:

• Two or more years in B2B customer success, account management, SaaS, implementation, or client services
• Experience working with contractors or home-service businesses
• Familiarity with HVAC, plumbing, electrical, roofing, garage door, pest control, or general contracting companies
• Familiarity with platforms such as ServiceTitan, Housecall Pro, Jobber, FieldEdge, CompanyCam, QuickBooks, or similar systems
• Experience helping customers adopt multiple software products or workflows
• Experience with renewals, retention, upselling, or identifying account-growth opportunities
• Experience using a CRM and maintaining accurate customer records

A college degree is not required if you can demonstrate the communication ability, ownership, judgment, and customer-facing experience needed to succeed.

Why Join TradeVulcan?

At TradeVulcan, you will have the opportunity to help shape the customer experience of a growing technology company.

You will receive:

• Support from a growing team of more than 35 Account Executives
• Accessible, engaged leadership
• Direct visibility into the impact of your work
• The opportunity to work with real business owners and help them recover meaningful revenue
• A product designed around practical contractor problems
• Room to grow as the company and customer-success organization expand
• The ability to influence processes, product improvements, and the future of the department

We are looking for someone who wants more than a queue of support tickets. We want someone who takes pride in helping customers succeed, strengthening long-term relationships, and building something important.

Pay: $56,680.02 - $68,259.81 per year

Benefits:

• Employee discount
• Flexible schedule
• Paid training
• Professional development assistance
• Referral program
• Work from home

Work Location: Remote