Customer Success Manager (Field Service SaaS)

Role overview ServiceFactor is field service software for HVAC, plumbing and mechanical contractors. Shops run dispatch, work orders, service agreements, invoicing, payments and accounting on us, and ServiceFactor Pay is our embedded payments product. You'll be our first Customer Success Manager. Your primary focus is the customer's first 12 months: new ServiceFactor customers, and existing customers who have just added ServiceFactor Pay. You get them to steady state, grow how much they run through us, and make sure they renew. You'll also build the programs that let one person scale. Individual contributor, reporting to our Chief Revenue Officer. Remote, US, with travel for on-site training. What you'll own Your book (most of your time) Accounts in their first year on ServiceFactor or on ServiceFactor Pay, from handoff to steady state. Handoff. Take each account from Onboarding with a setup check: what's live, who uses it, who still works around it. Adoption plan. Set a short plan per account for the features that matter to that shop: dispatch, work orders, service agreements, invoicing, accounting and payments. Health and risk. Watch usage and flag accounts that are drifting before they say anything. Step in early. Renewal readiness. Make sure each account knows what it's getting from us before renewal comes up. Training and coaching. Back up Onboarding on training, and run on-site and remote sessions. Expansion, including payments For customers new to ServiceFactor Pay, take them from first payment to full use: card payments through us, and bank payments for recurring and service agreement billing. Spot where an account could get more from us (more users, add-ons, payments) and bring it to them, or hand it to Sales. Programs that scale Turn what you teach one account at a time into things every customer can use: short videos, help articles, recorded workshops and a simple first-year learning path. Build the first-year customer journey: what a new customer hears from us and when, by email and in the product. Run live group sessions (new-customer workshops, feature deep-dives) and add the recordings to an on-demand library. Use AI tools and automation to cover more accounts: health alerts, account prep, follow-ups. Feedback across the company Bring back where customers get stuck so Product and Design can remove the barrier, not just train around it. Work with Support on recurring questions, and pass expansion signals and customer stories to Sales and Marketing. How we'll measure success Retention of your book through its first renewal (the main measure) How quickly new customers reach steady state, and how much of each team is actively using ServiceFactor ServiceFactor Pay use across your book, card and bank, including customers new to it Expansion revenue from your book Whether customers who go through your programs ramp faster than those who don't What you bring Must-have 3+ years in customer success, account management, payments operations, implementation or training for B2B software Has owned outcomes for a book of accounts: adoption, retention or renewal Comfortable teaching owners, office managers and technicians, in person and on screen Working knowledge of card and ACH (pricing, chargebacks, ACH returns), or have shown willingness to dive in and learn. You notice a shop drifting before it says anything, and you act on it Nice-to-have Experience in the trades (HVAC, plumbing, mechanical) or field service software Has built one-to-many programs: webinars, help content, onboarding emails or a training library Comfortable with usage data: you can read a report, form a view on an account and test whether a program worked Has worked with embedded payments, merchant onboarding or a payments partner Working knowledge of QuickBooks (Online or Desktop), especially how payments reconcile Personal attributes Picks up the phone: calls a stalled account instead of sending another email. Curious: asks how the office runs and how the shop gets paid before suggesting a fix. Pragmatic: fixes the common case first. Uses AI tools to work faster, with their own judgment on the output.