Customer Success Manager / Retention Specialist

Job Overview
Guaranteed Estimates is a growth partner for roofing contractors. We don't sell cheap, shared leads; we deliver exclusive, pre-booked appointments. Because the roofing industry is full of "lemons" (spam, ghosted leads, and skeptical contractors), our partners can be a tough crowd. They value directness, organization, and accountability.

We need a unique Customer Account Manager who brings a balance of empathy and assertion. You are someone who can naturally build genuine rapport, swap stories, and form real connections with contractors - but you also have the confidence and professional backbone to hold them accountable to our processes and protect our revenue.

What You’ll Do

You will fully own the partner journey, blending authentic relationship-building with clear execution:

• Seamless Onboarding: Own the onboarding setup with zero back-and-forth, setting friendly but clear expectations from day one.
• High-Touch Relationship Management : Call every assigned partner at least twice a month to listen between the lines, monitor health, and build a trusted connection.
• Accountability & Billing Defense: Monitor appointment quality and complaints. When partners challenge the system to avoid fees, you will investigate the facts, document the evidence, and firmly but tactfully decline unearned credit requests.
• Proactive Retention & Growth : Review churn trends, track health indicators (like Google reviews), and guide successful partners toward additional programs that can grow their business.

What Success Looks Like

• Low partner churn (driven by strong, trusted relationships).
• Efficient onboarding timelines.
• Fairly, firmly, and respectfully managed credit request disputes.
• Consistently logged partner calls and resolved complaints.

What You’ll Bring

• 2+ Years Experience: Background in B2B account management, client success, or a high-touch service environment where personality and connection matter.
• High EQ + Professional Confidence: You are warm, empathetic, and an excellent listener, but you don't fold if a contractor gets frustrated or tries to bend the rules.
• Data-Driven Mindset: You don't guess or argue—you research the facts, document everything, and use objective evidence to align with the partner.
• Tech-Savvy: Fast learner comfortable with web tools, and using AI when appropriate (not used for human-to-human communication)

Why Apply?

• We have a great-driven, and hungry team building something big!
• Flexibility and 100% remote
• USD Salary: $50,000-$55,000 USD per year, plus bonus structure for hitting churn KPIs and partner growth targets. OTE $60-$70K USD.

How to apply:

1. Record a 2-minute loom video describing how you'd handle this scenario:

Context: Our call team is following their usual qualification process, talking to homeowners who have submitted their info to us and need roofing work completed. They book those appointments with our roofing contractor partners. As the CSM, you do regular check-in calls with the partners.

Situation: On a check-in call, a new partner tells you the appointments we booked for them are "not serious buyers" and the homeowners are just getting quotes. They are considering stopping their program with us due to these "bad appointments". You've reviewed the appointments and see they were all qualified correctly from our side.

As the CSM, how would you respond?

(PS, here's the sales training we provide to our roofing partners, hint hint: )

2. Email the loom link and resume to [email protected] with the subject CSM USA

Pay: $50,000.00 - $55,000.00 per year

Benefits:

• Paid time off
• Work from home

Application Question(s):

• Did you follow the application instructions? (Don't apply here!)

Work Location: Remote