About the role
About ContractorHUB
Built from firsthand experience, we exist so contractors can run smarter, more human-centered businesses, and get back their most valuable asset: time. Our product is an industry-backed, intelligent software platform that helps home service businesses scale with confidence, centralizing everything they need in one place.
The Opportunity
This is a founding customer success role with real ownership over customer outcomes and our approach to customer success and support.
As ContractorHUB’s first Customer Success Manager, you will ensure customers successfully onboard, adopt, renew, and expand, while building the customer success system from the ground up.
You’ll work closely with the founders, sales, and product to turn early customer relationships into repeatable, scalable processes. This role is equal parts customer advocate and systems builder, with a clear path to future leadership as the company grows.
We are seeking an ideal candidate in Nashville, TN, although we are open to US-based remote applicants if there is a great fit.
What You’ll Do
Own the end-to-end customer experience, from onboarding through renewal and expansion
Ensure customers achieve early and ongoing value from ContractorHUB
Build and continuously improve a repeatable onboarding experience
Develop a customer health and engagement model to proactively manage risk and opportunity
Own and maintain a customer feedback loop, including NPS/CSAT and structured check-ins
Participate in a clear Product Alignment process that surfaces customer insights, requests, and blockers
Partner closely with Sales to support handoffs, renewals, and expansion opportunities
Serve as the internal voice of the customer, influencing product and go-to-market decisions
What Success Looks Like
Customers consistently onboard smoothly and reach meaningful value early
Strong customer relationships that support high retention and long-term growth
Clear visibility into customer sentiment, risks, and opportunities
Actionable customer insights regularly shared with product and leadership
A customer success foundation that can scale with the business
Who You Are
You are a detail-obsessed, customer-focused, people person & natural leader.
The right candidate has:
5+ years of experience in Customer Success, Implementation, or Account Management in a B2B SaaS environment
Comfort owning outcomes in an early-stage, fast-moving company
Strong operational instincts and a bias toward creating structure where none exists
Excellent communication skills and the ability to build trust with customers
The desire to grow into a leadership role as the customer base and team expand
A passion for organization and controlling the chaos
You also align deeply with how we work:
Driven toward excellence — you take pride in doing things well
Committed to the customer experience — customer success is a mindset, not a metric
Authentic and human — honest conversations, no games
Curious, proactive, and helpful — you ask questions, spot gaps, and jump in
High-vibe teammate — someone people genuinely enjoy building with
Compensation & Growth
Compensation will be competitive and aligned with experience, with meaningful upside as the company grows. There will be commissionable opportunities tied to retention targets and expansion. As a founding hire, this role offers the opportunity to discuss equity and/or profit sharing, along with a clear path to expanded responsibility and leadership as the customer base scales.
Benefits are reflective of an early stage startup, and are expanding with time and growth.
Why This Role Matters
Customer success will be a defining competitive advantage for ContractorHUB.
The systems you build, the insights you surface, and the relationships you steward will directly shape:
Retention and expansion
Product direction
How contractors experience ContractorHUB at every stage of growth
This is a chance to help build a customer-first company from the inside out.
Industry
Technology, Information and Internet
Employment Type
Full-time
Ready to build with us?
We'd love to hear your story. The application takes about 5 minutes.
Apply now