Customer Success Manager - Construction

Skimmer is on a mission: to modernize the pool and spa service, repair, and construction industry. We’re a private equity-backed company with 7000+ customers using Skimmer’s pool service platform to transform their businesses. But we’re not stopping there (there are over 70,000 pool service companies in this surprisingly large “niche” space). We’re now bringing that same approach to pool builders with our construction platform, and we’re hiring a CSM to help those customers succeed.

Our customers love us almost as much as we love them (check out our reviews and our NPS score of 68!)

We are currently #615 on the Inc. 5000 list of fastest-growing companies (#74 in Texas and #63 in Software!), on the Deloitte Fast 500, one of Built In Austin's Best Startups, ABJ’s 6th Fastest Growing Company, and most importantly one of Austin's Best Places for Working Parents for the last 5 years. We’re proud of the incredible company we’ve built, and we’re just getting started.

We’re looking for big thinkers with small egos, so let’s dive in!

• Realize our customers' success is our success.

• Build humble, diverse teams who have fun winning.

• Drive results with urgency.

• Earn trust through transparent communication.

The core of this role is advocacy.

Skimmer's Construction CSM builds meaningful relationships with pool builders to ensure satisfaction and maximize their platform use. Builders work in long, project-based cycles with owners, office staff, field crews, and subcontractors all involved, so this role stays close to the customer across the full build. 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.

• Conduct user training post onboarding for the whole builder team, from owners and office staff to project managers and crew leads in the field.

• Support customers moving to Skimmer from other construction platforms.

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

• Promote the benefits of advanced features and new releases to help builders get more out of Skimmer.

• Monitor customer health across long build cycles to identify risks and churn threats early

• Proactively address challenges to ensure customer retention and satisfaction

• Act as the voice of the customer, providing feedback to Product on enhancements and improvements as our construction platform grows.

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

• Coordinate with our service CSMs on customers who use both Skimmer service and construction, so they get one consistent experience.

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

• Demonstrated experience in B2B SaaS solutions in customer-facing roles, customer success/account management, and/or sales experience preferred.

• Experience working with construction, trades, or other project-based businesses. Pool building experience is a big plus.

• Comfortable with a product that's growing quickly, and excited to help shape it.

• 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.

• Experience in B2B Vertical SaaS for Pool & Spa, Construction or vertical adjacent industry