Customer Success Manager - Field Services

Description

Remote, U.S. (with up to 40–50% travel)

Competitive salary plus variable compensation tied to renewals, retention, and upsells

About Our Client

Our client is transforming how the field services industry approaches takeoffs and project estimation. Their AI-powered solutions are trusted by contractors ranging from $5M firms to multi-billiondollar enterprises. As they expand their footprint across the U.S., they are looking for a seasoned Enterprise Customer Success Manager (CSM) to strengthen and grow partnerships with their largest customers in the field services segment. The Role The Enterprise CSM will be the primary owner of a portfolio of 15–25 strategic enterprise accounts, representing approximately $1.5–$2M in ARR. This role focuses on driving customer success, retention, and expansion by ensuring their largest field services customers realize the full value. You’ll build deep relationships with operational and executive leaders across the landscape, snow, and paving industries, helping them streamline estimating, bidding, and growth through their technology.

This is a highly strategic individual contributor role (70% strategic / 30% tactical) that blends relationship management, implementation leadership, and collaborative account planning with Sales and Product.

Key Responsibilities

• Serve as the primary point of contact for 15–25 enterprise field services accounts.
• Drive adoption, renewals, and expansion, with clear retention and upsell targets.
• Lead seamless onboarding and implementation for new enterprise customers.
• Partner with Sales for smooth handoff and ensure customers are set up for long-term success.
• Lead Quarterly Business Reviews (QBRs) with enterprise customers.
• Deliver proactive usage insights, ROI reporting, and forward-looking recommendations.
• Host both virtual and in-person QBRs and strategic sessions as needed.
• Identify and execute upsell opportunities within existing accounts.
• Collaborate with Sales and Product to lead renewal negotiations and expansion initiatives.
• Partner closely with Sales, Product, and Operations teams to represent the voice of the customer.    Share customer insights to influence roadmap priorities and process improvements.
• Travel up to 40–50% for customer visits, in-person QBRs, and key industry trade shows (primarily U.S., occasional Canada / overseas)

Skills, Knowledge and Expertise

Benefits