A remote Customer Success role at Remarcable, Inc..
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Original listing text, shown exactly as published by the company.
1. Strategic Success & Value Realization
Post-Onboarding Success: Lead the "Value Handoff" from the Onboarding team, ensuring the customer’s initial goals are translated into a long-term success plan.
Business Reviews: Prepare and deliver data-driven QBRs and EBRs that prove ROI, focusing on efficiency and accuracy across our product offering. Proving how our suite of tools helps contractors streamline business with suppliers.
Product Expertise: Continuously align Remarcable’s features with the customer’s evolving business objectives (e.g., reducing "uncontrolled spend" or improving field-to-office communication).
2. Retention & Risk Mitigation (The GRR Engine)
Health Monitoring: Leverage Totango and Salesforce to monitor engagement trends. You don't wait for a customer to call; you intervene when usage data shows a dip.
Churn Playbooks: Execute graduated risk-mitigation plays for at-risk accounts, identifying root causes and orchestrating save plans.
Renewal Management: Own the renewal lifecycle from end-to-end, ensuring high Gross Retention Rates (GRR).
3. Expansion & Account Growth
Opportunity Creation: Identify white space within accounts for upselling new modules or cross-selling to additional regions/partners.
Advocacy: Convert successful customers into advocates for case studies, referrals, and product beta testing.
4. Customer Advocacy & Product Feedback
The Voice of the Contractor: Distill complex field feedback into actionable insights for our Product and Engineering teams.
Market Expertise: Stay current on construction tech trends (Electrical, Mechanical, Plumbing) to serve as a credible advisor to our users.
Experienced: 3–5 years in B2B SaaS Customer Success or Account Management. Experience in the construction industry (Electrical/Mechanical) is a significant advantage.
Systems-Minded: You are comfortable using Salesforce and Totango (or similar CSPs) to manage your day. You believe that if it isn't in the CRM, it didn't happen.
Proactive: You have a "Bias for Action" and don't wait for a renewal date to talk to your customers.
Articulate: You can explain complex procurement workflows to a foreman and digital transformation ROI to a CFO.
Owner’s Mentality: You treat your book of business like your own company, prioritizing high-impact activities over "busy work."
Remarcable, Inc.
Customer Success
7 open roles on Sydicom
