Skimmer
Tech / AI / Software
CustomerSuccessManager
Neural analysis suggests this role is
optimal for Mid+ candidates.
“Customer Success Manager at Skimmer. Skills: customer advocacy, relationship building, customer satisfaction, platform adoption, customer retention, customer loyalty, book of business management, customer health monitoring, renewal conversations. Build meaningful relationships with SMB Pool Service Pros to ensure satisfaction and maximize their platform use. Guide them through adoption and helping them unlock the full potential of Skimmer”
What You'll Achieve.
ensure satisfaction; maximize platform use; enhance product stickiness; promote long-term retention; facilitate loyalty; adoption; retention; expansion; overall health of your customers; unlock measurable value from the platform; drive activation; ensure every Pro knows how to get the most out of Skimmer; customer retention; customer satisfaction; ensure every customer is set up for another successful term with Skimmer; assess progress toward goals; surface usage trends; demonstrate ROI; ensure every customer is on track to achieve their desired outcomes with Skimmer; improve processes; deliver value across the business
Industry & Context.
de-escalation and problem-solving skills
What They're Looking For.
Must Have
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, instincts for product comfortable "re-re-selling" customers on the platform and coaching them toward their goals, 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 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
What You'll Do.
Build meaningful relationships with SMB Pool Service Pros to ensure satisfaction and maximize their platform use
Guide them through adoption and helping them unlock the full potential of Skimmer
Enhance product stickiness
promote long-term retention
and facilitate loyalty
Own a book of business and be accountable for adoption
and the overall health of your customers
Drive adoption of key modules (payments
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
and best practice content that help customers at every stage of their Skimmer journey
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
Serve as a product expert
educating customers on best practices and the benefits of Skimmer's integrated solutions
Monitor customer health metrics to identify risks and churn threats
Proactively address challenges to ensure customer retention and satisfaction
Lead renewal conversations
Lead regular objective reviews with key accounts to assess progress toward goals
Act as the voice of the customer
providing feedback to internal teams on product enhancements and improvements
and Support to deliver a seamless
end-to-end customer experience
Share insights and strategies that improve processes and deliver value across the business
How You'll Work.
Team & Collaboration
Partner with Sales, Product, and Support to deliver a seamless, end-to-end customer experience; Provide feedback to internal teams on product enhancements and improvements
Communication Scope
transparent communication; navigate difficult conversations confidently
Full Job Description
Skimmer https://www.getskimmer.com/ is on a mission: to modernize the pool and spa service and repair industry. We're a private equity-backed company with 7,000+ customers using Skimmer's pool service software to run 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 https://www.capterra.com/p/177014/Skimmer/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 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, you'll 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 Sk
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