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Customer Success Manager - Post Implementation
About Knowify
Knowify's mission is to make small contracting businesses more efficient and competitive. 🚀 Small businesses are the foundation of our economy. They create local employment, foster innovation, give character to our communities, keep our neighborhoods healthier, and are run by real people. We believe that by helping them modernize we also help our economy thrive. Running a small business is tough. Doing it in the construction industry is even tougher. We build technology to make it easier.
Why You’ll Love Working Here
At Knowify, you’ll join a fast-growing, mission-driven team helping contractors transform their businesses. We combine the agility of a startup with the stability of an established product and loyal customer base. You’ll have the freedom to make an impact, collaborate with a supportive team, and grow your skills. All while working in an environment of continuous improvement where your ideas truly matter.
Role Overview
We’re looking for a Customer Success Manager (CSM) to own the post-implementation relationship with a cohort of our customers. Once a customer completes onboarding with an Implementation Coach, the CSM steps in as the primary point of contact, helping customers realize ongoing value from Knowify, ensuring retention, and identifying opportunities for growth and advocacy.
Key Responsibilities
- Customer Success: Work with team management to implement and refine digital customer success playbooks, workflows, and touchpoints that improve efficiency, drive adoption, and deliver value to customers without requiring 1:1 interaction.
- Relationship Management: Use live meetings and direct contact to build strong, trusted relationships with a smaller number of key strategic customers after implementation to ensure long-term satisfaction and product adoption.
- Customer Health Monitoring: Proactively monitor account health and engagement signals, then use these learnings to generate playbooks that will reduce churn risk and identify growth opportunities.
- Expansion: Identify upsell opportunities, expansion needs, or additional functionality that could benefit the customer to grow revenue.
- Renewal: Own the renewal process for accounts and communication around renewal dates, price increases, and/or other subscription related changes.
- Feedback Loop: Gather customer feedback to inform product improvements, escalate feature requests, and contribute to continuous improvement across the company.
- Cross-Team Collaboration: Partner with Sales, Product, Support, Marketing, and Implementation teams to ensure a cohesive and positive customer journey.
Qualifications
- 3-6 years of experience in Customer Success, Account Management, Digital Customer Marketing, or a related role in a SaaS environment.
- Two or more years experience building or contributing to digital customer success programs and processes is a strong plus.
- Strong communication skills: you must be comfortable leading customer conversations, especially with small to medium size construction contractors.
- Experience with customer success platforms and other tools (e.g., Gainsight, Vitally, ChurnZero, HubSpot, Zendesk, etc.).
- Proven ability to manage a portfolio of customers across various segments.
- Construction, field services, or small business software experience a plus.
- Familiarity with Knowify or similar job costing/project management platforms is a bonus.