Customer Success Manager

Skimmer is on a mission: to modernize the pool and spa service and repair industry. Were a private equity-backed company with 7000 customers using Skimmers pool service software to run their businesses the modern way. But were not stopping there - there are over 70000 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!)

Were looking for big thinkers with small egos so lets 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.

What youll do:

The core of this role is advocacy.

Skimmer Customer Success Managers build meaningful relationships with SMB Pool Service 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.

Reporting to our Manager of Customer Success youll own a book of business and be accountable for adoption retention expansion and the overall health of your customers. Your work will directly influence how Pros run their businesses and how Skimmer grows.

Enablement

• Drive adoption of key modules (payments work orders quotes/jobs etc.) by partnering with customers to build workflows that unlock measurable value from the platform.

• Act as a hands-on coach for your book delivering tailored training and targeted re-engagement sessions that drive activation and ensure every Pro knows how to get the most out of Skimmer

• Develop enablement guides how-tos and best practice content that help customers at every stage of their Skimmer journey

Expansion

• Proactively identify upsell and cross-sell opportunities as Skimmer expands its product suite teeing up qualified accounts for the Sales team

• Guide customers toward features and products that align with their business goals - driving adoption expansion and long-term value

• Serve as a product expert educating customers on best practices and the benefits of Skimmers integrated solutions

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

• Lead renewal conversations negotiate terms and close contracts - ensuring every customer is set up for another successful term with Skimmer

Ongoing Customer Engagement

• Lead regular objective reviews with key accounts to assess progress toward goals surface usage trends and demonstrate ROI - ensuring every customer is on track to achieve their desired outcomes with Skimmer

• Act as the voice of the customer providing feedback to internal teams on product enhancements and improvements - CSMs are the feedback loop between customers and product

• Partner with Sales Product and Support to deliver a seamless end-to-end customer experience

• Share insights and strategies that improve processes and deliver value across the business

What you bring:

• Demonstrated experience in customer-facing roles in B2B SaaS with a focus on SMB customers and high-volume book management ideally serving trade or field service businesses

• A customer value ROI and business outcome-driven mindset

• Strong instincts for product training; comfortable re-re-selling customers on the platform and coaching them toward their goals

• Strong de-escalation and problem-solving skills with the ability to navigate difficult conversations confidently

• Comfort leveraging AI tools and automation to scale your impact from proactive outreach to identifying at-risk accounts so you can spend more time on the conversations that matter

• Proven ability to manage a large book of business with strong attention to detail and follow-through

• A self-starter who thrives in a fast-paced entrepreneurial environment and brings energy ownership and a team-first attitude

Why Skimmer:

• Opportunity to shape the customer success motion at a fast-scaling award-winning B2B vertical SaaS company

• A hands-on role where your work directly drives retention adoption and growth

• Collaborative environment built on trust transparency and results

• Competitive pay benefits and real room to grow alongside a company redefining an industry

Benefits

• Competitive base pay bonus potential

• Generous medical dental and vision plans (we pay 100% of your premium and 50% of your dependents)

• Fantastic culture with a very strong eNPS- we work hard celebrate wins and learn as we go to always be improving to benefit our customers.

• Immediate access to 401(k) 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

• Remote work friendly

• Comprehensive learning and development budget

• A manager dedicated to your development

At Skimmer we are deeply committed to building a diverse and inclusive workplace (its in our values). Were 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 the majority of these 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.

Required Experience:

Manager