CUSTOMER SUCCESS MANAGER (Remote)

Full Job Description

What You'll Do:

• Set up new customer accounts end-to-end — pricing, notifications, phone numbers, email, payments

• Register and verify phone numbers through A2P compliance processes

• Configure DNS records (CNAME, MX, TXT, SPF, DKIM, DMARC) for customer email domains

• Connect and configure Stripe payment processing for each account

• Build out pricing templates based on job type, square footage, bedrooms, bathrooms, and frequency

• Configure automated SMS and email notification templates

• Onboard customers via Zoom — walk them through the platform and answer questions

• Handle data migration for customers switching from Jobber, ZenMaid, BookingKoala, or other platforms

• Provide ongoing support via dedicated Slack channels

• Coordinate with engineering when technical issues arise

Job Responsibilities

• Set up new customer accounts end-to-end — pricing, notifications, phone numbers, email, payments

• Register and verify phone numbers through A2P compliance processes

• Configure DNS records (CNAME, MX, TXT, SPF, DKIM, DMARC) for customer email domains

• Connect and configure Stripe payment processing for each account

• Build out pricing templates based on job type, square footage, bedrooms, bathrooms, and frequency

• Configure automated SMS and email notification templates

• Onboard customers via Zoom — walk them through the platform and answer questions

• Handle data migration for customers switching from Jobber, ZenMaid, BookingKoala, or other platforms

• Provide ongoing support via dedicated Slack channels

• Coordinate with engineering when technical issues arise

• Monitor customer health and proactively reach out to accounts showing low engagement

• Document onboarding processes and create internal SOPs for repeatable setup tasks

Job Requirements

Required:

• Hands-on experience with A2P registration and SMS compliance

• Working knowledge of DNS records and email authentication (SPF, DKIM, DMARC)

• Experience setting up Stripe or similar payment processors

• Previous SaaS customer onboarding or customer success experience

• Excellent English — written and spoken — you'll be on Zoom with US-based business owners

• Highly detail-oriented — our setup process needs to be perfect every time

• Able to work independently with minimal supervision

• Available during US business hours (at least partial overlap with EST)

Bonus:

• Experience with GoHighLevel, Twilio, or similar platforms

• Familiarity with home service industry software

• Experience supporting small business owners

Skills Required

• Customer Support - Expert

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