Customer Success Manager

Skimmer

Customer Success Manager at Skimmer maximizing platform use for SMB Pool Service Pros. Providing training, support, and driving customer satisfaction and retention.

Posted 5/5/2026full-timeAustin • Texas • 🇺🇸 United StatesMid-LevelSeniorWebsite

About the role

Key responsibilities & impact

Skimmer Customer Success Managers build meaningful relationships with SMB Pool Service Pros to ensure satisfaction and maximize their platform use.
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.
Proactively identify upsell and cross-sell opportunities as Skimmer expands its product suite, teeing up qualified accounts for the Sales team.
Monitor customer health metrics to identify risks and churn threats.
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.
Provide feedback to internal teams on product enhancements and improvements - CSMs are the feedback loop between customers and product.

Requirements

What you’ll need

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

Benefits

Comp & perks

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

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills & Tools

B2B SaaScustomer valueROIbusiness outcomeproduct trainingupsellcross-sellcustomer health metricsworkflow managementbook management

Soft Skills

relationship buildingcoachingproblem-solvingde-escalationattention to detailself-starterteam-first attitudeenergyownershipnavigating difficult conversations