Customer Success Manager
There are no customers yet. There are design partners shaping what ships and a waitlist of shops deciding whether to trust another software company. This role exists to know those people by name now, and to have onboarding ready before the first real invoice runs through the product. Success starts before launch or it starts late.
- Remote · US & Canada
- Onboarding
- Retention
- Trades experience preferred
The work
What this role actually does.
Run the design-partner relationships
Own the cadence with the shops shaping the product: schedule the calls, hold the follow-through, and route what the field says to the people building that exact screen.
Tend the waitlist
Honest updates in plain language: what shipped, what slipped, what's next. No marketing fog. These shops joined on trust; keep earning it before we ask them to switch.
Write the onboarding playbooks
The path from signed up to running the loop: customer records in, the shop's own price book built, the first estimate sent, the first payment collected. Written now, tested against real shops, ready for launch.
Be the field's voice inside
Everyone here joins at least one customer call a month. You host them. Bring the dispatcher's Tuesday into planning with enough specificity that it changes what gets built.
Define retention before revenue
Decide now what a healthy shop looks like in the product (the signals worth watching) so retention at launch is a practice, not a scramble.
What matters here
What you bring.
01
Trades experience preferred
You've dispatched, wrenched, or run a shop's office, or you can sit across from someone who has and earn their trust fast. It's on the chip because it's real, but judgment outranks resume.
02
Direct, kind communication
You can tell a design partner their request isn't shipping this quarter, say why, and keep the relationship stronger for it.
03
An ownership mindset
Pre-launch success has no playbook to inherit. You're writing it. Problems here belong to a name, and you want yours on this one.
04
Comfort with the honest stage
The product is pre-launch and says so plainly. You're at ease holding relationships through 'not yet' without dressing it up.
The first ninety days
How the role starts.
Weeks 1-2
Learn the names
Read every design-partner and waitlist conversation to date, sit in on the council calls, and learn the operating loop well enough to demo it.
Weeks 3-6
Own the cadence
The design-partner rhythm is yours: calls scheduled, feedback routed, follow-through visible. First draft of the onboarding playbook is written.
Weeks 7-12
Rehearse the launch
Walk a design partner's real shop data through the onboarding path end to end, fix what breaks, and have the field-to-roadmap loop running on a weekly beat.
The terms, in the open
No surprises at the end.
Compensation, in the open
Compensation is discussed openly in the first call: the thirty-minute intro with the hiring manager, not the final round. You'll have the number in writing before the final interview, and the offer itself arrives in writing within five business days of it. No stage of this process exists to find out what you'll accept.
Five stages, about four hours
A person reads your application within two to three business days. Then the intro call, a sixty-to-ninety-minute technical screen on work like the work (no surprise algorithm puzzles) and three forty-five-minute conversations with the people you'd ship with. The written offer follows within five business days of the final interview. All told, about four hours of actual conversation.
The benefits, as stated
Comprehensive medical, dental, and vision with monthly wellness stipends; a minimum of three weeks PTO plus two company-wide recharge weeks; and an annual learning budget. Roles are remote-first across the US and Canada with quarterly onsites in rotating cities. We don't currently sponsor visas (reviewed annually), and we'd rather say that here than three interviews in.
Apply
One email. A person reads it.
Send your story to careers@thorbis.com. A résumé helps, but the judgment shows in how you describe the work you’ve shipped.