Founding Customer Success Manager

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.

This is a founding customer success role with real ownership over customer outcomes and our approach to customer success and support.

As Contractor

HUB’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.

• 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

• 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

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 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.

Customer success will be a defining competitive advantage for Contractor

HUB.

The systems you build, the insights you surface, and the relationships you steward will directly shape:

• Retention and expansion
• How contractors experience Contractor
  
  HUB at every stage of growth

This is a chance to help build a customer-first company from the inside out.