Customer Success Manager

At Guaranteed Estimates, we're more than a lead generation company — we're the growth partner of choice for roofing companies nationwide. We combine data-driven advertising, innovative SaaS tools, and a relentless focus on performance to help contractors scale their businesses with confidence.

We are a 100% remote team built on trust, autonomy, and high performance. Our culture is designed for A-players — ambitious professionals who thrive in fast-paced environments, are energized by measurable results, and want to leave their mark on a rapidly growing company.

Note on Productivity Monitoring:

As part of our commitment to maintaining accountability and performance across our remote team, we utilize Hubstaff to monitor activity levels during working hours. While signed in to work, Hubstaff records screenshots at random intervals and tracks mouse and keyboard activity. This tool helps ensure fairness, transparency, and alignment with team goals.

The Opportunity

We're seeking a Customer Success Manager to own our client ("partner") relationships and be the main point of contact after they sign up. This core team position is responsible for ensuring client satisfaction, retention, and identifying opportunities to grow service offerings with current partners.

You'll have full ownership of client onboarding, ongoing support, and developing strategies to enhance client retention and referrals. This role is for a proactive relationship builder and problem-solver — someone who thrives at the intersection of client advocacy, strategic planning, and operational efficiency.

What You'll Do

• Client Onboarding: Lead the onboarding process for new clients, including video calls and presentation walkthroughs.
• Client Support: Serve as the primary point of contact for all client questions and concerns, addressing them efficiently and with a focus on retention.
• Client Retention: Create and maintain a calendar of special events for each client, facilitating recognition (e.g., cards, calls) to foster strong relationships.
• Monthly Reporting: Send timely, consistent, and branded reports to clients, highlighting positive campaign aspects and leveraging them for retention/sales.
• Strategy Development: Work with management to refine and improve existing Client Retention and Client Referral Systems, bringing new ideas and tracking results.
• Monitor Results: Conduct weekly check-ins with internal teams to ensure work meets objectives and client promises, developing corrective plans as needed.
• Research: Continuously seek ways to improve services, processes, and opportunities to reach, maintain, or upsell existing clients.

What You'll Bring

• Experience: Background in hospitality, customer service, or account management, exemplifying a service-culture mindset.
• Detail-Focused: Ability to pick up on small comments and "read between the lines" to understand partner needs.
• Interpersonal Skills: Personable, a great listener, and high emotional intelligence (EQ).
• Communication: Excellent written and verbal communication skills; comfortable talking on the phone every day.
• Assertiveness: Comfortable learning when to offer concessions and when to hold your ground.
• Composure: Calm demeanor with the ability to prioritize urgent items.
• Tech Proficiency: Comfortable learning and becoming proficient in tools such as Monday, Go High Level, Slack, and Google Workplace.
• Industry Understanding: Eagerness to learn and understand the residential roofing industry.

How Success is Measured

• Responsiveness: Provide timely responses to client inquiries (within 60 minutes during typical working hours, 12 hours during off-times).
• Reporting Quality: Deliver detailed and insightful feedback in monthly reports, highlighting positive aspects and increasing perceived client value.
• Client Management: Track and report on client results, identifying those needing attention and those performing exceptionally well for retention/referral opportunities.
• System Improvement: Maintain and improve existing systems for customer onboarding, support, retention, and referral programs.

Why Join Us?

• Remote-First: Work for a 100% remote company.
• Culture: Authentic people who enjoy working together and having fun.
• Work-Life Balance: 9 AM-5 PM Mon-Fri schedule, Eastern time zone.
• Compensation: Competitive salary.
• Growth: Opportunities within a rapidly growing company.

If you're a customer success pro who wants to build, scale, and own client relationships at the highest level, we'd love to hear from you.

Job Type: Full-time

Pay: Php146, Php176,374.00 per month

Work Location: Remote