Customer Success Manager

About Rebuild

The Role

What You'll Do

• Own a portfolio of accounts across company sizes, serving as the primary point of contact from onboarding through renewal
• Lead customer onboarding end-to-end — setting customers up for fast time-to-value and then continuously refining the process to make it better
• Troubleshoot customer problems with depth — you'll be expected to understand the product well enough to diagnose issues, not just escalate them
• Develop genuine expertise in how restoration contractors run their businesses, so your feedback to the product team is grounded and specific
• Serve as a direct line between customers and the product team — synthesizing patterns across your book of business into actionable recommendations
• Conduct regular check-ins and business reviews to understand customer goals and surface expansion opportunities
• Identify at-risk accounts early and work cross-functionally to address them before they become problems
• Partner with the sales team on renewals and expansion conversations, providing context and continuity

What We're Looking For

• 3+ years of experience in customer success, account management, or a closely related role at a B2B SaaS company
• Proven ability to manage a diverse book of business — from high-touch enterprise relationships to scaled SMB accounts
• Strong onboarding instincts — you know how to get customers to value quickly, and you're always looking for ways to do it better
• A troubleshooter at heart — you dig into customer problems with curiosity and depth rather than routing tickets and waiting for answers
• Strong communicator who can translate technical concepts for non-technical audiences (our customers are contractors, not software engineers)
• Experience making structured, specific product recommendations — you can turn customer frustration into a clear brief
• Based in New York City and excited to work in-office at 221 Canal alongside the Rebuild team with occasional travel
• Experience working with CRM and CS platforms to track account health and stay organized across a large portfolio
• A genuine curiosity about the industries you serve — bonus points for experience in construction tech, insurance, or field services
• You're energized by early-stage environments where the playbook is still being written

What We Offer

• Interesting and challenging work solving a mission-critical problem for contractors rebuilding communities after disasters
• Medical, Vision, and Dental Insurance
• Flexible Vacation
• You will work directly with the founders Alex Toporek and John Reim, and across a tight-knit team at the Gutter Capital office at 221 Canal in NYC
• Thoughtful programming, fun events, and continuous learning fireside chats on a regular basis
• Compensation includes meaningful equity and $100k-180k OTE

Equal Opportunity Employer