Customer Success Manager

Skimmer is on a mission: to modernize the pool and spa service and repair industry. We’re a private equity-backed company with 7000+ customers using Skimmer’s pool service software and running their businesses the modern way. But we’re not stopping there (there are over 70,000 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!)

We’re looking for big thinkers with small egos, so let’s 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 you'll do:

The core of this role is advocacy.

Skimmer CSMs build meaningful relationships with 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. Key responsibilities are:

Enablement

• Guide new customers through our onboarding process, ensuring a smooth transition to Skimmer’s platform.

Expansion

• Educate customers on Skimmer’s features and best practices to drive usage, adoption and expansion.

• Promote the benefits of integrated payment solutions and other advanced features to improve customer success.

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

Ongoing Customer Engagement

• Act as the voice of the customer, providing feedback to internal teams on product enhancements and improvements.

• Partner with Sales, Product, and Support teams to provide a seamless customer experience.

• Share insights and strategies to improve processes and deliver value to customers

Your Experience:

• 2+ years in customer-facing roles, customer success/account management, and/or sales experience in B2B vertical SaaS solutions, preferrable aimed at trade service customers.

• A customer value, ROI, and business outcome-driven mindset.

• Skills in product training, and comfortable “re-re-selling” the customer on Skimmer.

• Strong de-escalation and problem-solving skills.

• Highly skilled in written and verbal communication.

• Proven ability to multi-task and manage multiple projects at a time with strong attention to detail.

• Self-starter that thrives in an entrepreneurial, fast-paced environment with the demonstrated capacity to lead, motivate and work well with others.

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 (it’s in our values). We’re 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.