[Remote] Customer Success Manager

Note: The job is a remote job and is open to candidates in USA. Sameday AI is building the AI voice layer for the home services industry, providing 24/7 customer interaction solutions. They are seeking a Customer Success Manager to manage SMB and mid-market accounts, ensuring clients successfully adopt and utilize their AI agents while monitoring account health and driving renewals.

Responsibilities

• Own a portfolio of accounts across the full customer lifecycle — onboarding, training, adoption, QBRs, renewals, and expansion
• Guide new clients through integration setup with platforms like ServiceTitan, FieldRoutes, and HubSpot, ensuring their AI agent is configured and performing on day one
• Monitor account health proactively — track call performance, booking rates, and engagement signals to get ahead of churn before it happens
• Run structured business reviews with clients to demonstrate value, surface opportunities, and set the stage for growth conversations
• Partner with sales to identify and execute upsell and cross-sell opportunities within your book
• Serve as the voice of the customer internally — document recurring issues, feature gaps, and workflow friction and bring them to product and engineering with context
• Keep HubSpot updated with accurate account data, health scores, and interaction logs so the team has full visibility
• Represent Sameday at industry trade shows and events (primarily home services verticals)

Skills

• 3+ years in customer success, account management, or a similar client-facing role in SaaS or tech
• A track record of owning retention and expansion metrics — GRR and NRR aren't just abbreviations to you
• Strong communication skills and the ability to build trust with business owners who aren't technical and don't have time to waste
• Comfort operating in ambiguity — we're a small team and things change fast
• Experience with CRM tools, ideally HubSpot; familiarity with field service management platforms (ServiceTitan, FieldRoutes, Jobber) is a meaningful plus
• A problem-solving mindset — you figure things out, you document what you learn, and you escalate when you need to

Benefits

• Performance-based bonuses tied to retention and expansion
• Comprehensive health benefits
• A small, high-ownership environment where your work visibly moves the needle
• The chance to build something meaningful in a massive, underserved market

Company Overview