Customer Success Manager

Customer Success Manager — Sameday AI

About Sameday

Sameday AI is building the AI voice layer for the home services industry. Our AI agents answer calls, book appointments, and handle customer interactions 24/7 for HVAC companies, plumbers, roofers, pest control operators, and more — integrating directly into their field service management software so nothing falls through the cracks. We're pre-Series A, growing fast, and every customer we retain and expand matters.

The Opportunity

We're looking for a Customer Success Manager to own a book of SMB and mid-market home services accounts from onboarding through renewal. This is a hands-on, execution-heavy role — you'll be in the weeds with clients, helping them get their AI agent configured correctly, coaching them through adoption, and making sure they're seeing real ROI. You'll also be a key voice internally, feeding product and engineering with what's actually happening in the field.

You'll report to the Director of Customer Success and work closely with sales, engineering, and our founding team.

What You'll Do

• Own a portfolio of accounts across the full customer lifecycle — onboarding, training, adoption, QBRs, renewals, and expansion
• Guide new clients through integration setup with platforms like ServiceTitan, FieldRoutes, and HubSpot, ensuring their AI agent is configured and performing on day one
• Monitor account health proactively — track call performance, booking rates, and engagement signals to get ahead of churn before it happens
• Run structured business reviews with clients to demonstrate value, surface opportunities, and set the stage for growth conversations
• Partner with sales to identify and execute upsell and cross-sell opportunities within your book
• Serve as the voice of the customer internally — document recurring issues, feature gaps, and workflow friction and bring them to product and engineering with context
• Keep HubSpot updated with accurate account data, health scores, and interaction logs so the team has full visibility
• Represent Sameday at industry trade shows and events (primarily home services verticals)

What You'll Bring

• 3+ years in customer success, account management, or a similar client-facing role in SaaS or tech
• A track record of owning retention and expansion metrics — GRR and NRR aren't just abbreviations to you
• Strong communication skills and the ability to build trust with business owners who aren't technical and don't have time to waste
• Comfort operating in ambiguity — we're a small team and things change fast
• Experience with CRM tools, ideally HubSpot; familiarity with field service management platforms (ServiceTitan, FieldRoutes, Jobber) is a meaningful plus
• A problem-solving mindset — you figure things out, you document what you learn, and you escalate when you need to

What We Offer

• $60,000 base salary plus performance-based bonuses tied to retention and expansion
• Comprehensive health benefits
• A small, high-ownership environment where your work visibly moves the needle
• The chance to build something meaningful in a massive, underserved market

Sameday AI is an equal opportunity employer. Successful candidates will be required to complete a background check and must have ongoing full-time US work authorization.