About the job
Join Broccoli, the pioneer in AI solutions for the $500 billion home services sector. We leverage cutting-edge AI agents to enhance operations for HVAC, roofing, and other trades, managing customer interactions, booking jobs, and maximizing lead capture.
With our rapidly growing customer base relying on our advanced Voice AI technology for essential tasks, we are backed by a Series A funding from leading venture capitalists. We are poised for our next growth phase, focusing on larger, more intricate clients while ensuring top-tier retention and expansion.
As a Customer Success Manager, you will oversee the post-sales journey for key clients, including private equity-backed platforms and multi-location operators in the home services industry. Your role will encompass onboarding, customer adoption, value realization, and fostering long-term growth—transforming successful pilot programs into comprehensive, standardized deployments across portfolios.
What You’ll Do:
Manage the holistic success of a portfolio comprising mid-market and enterprise clients.
Lead the onboarding and implementation processes for multi-location operators, ensuring quick value delivery.
Facilitate customer adoption and measurable ROI by assisting clients in operationalizing Voice AI.
Collaborate with Sales and leadership to transition pilot programs into full-scale portfolio rollouts.
Establish trusted relationships with operators, call center leaders, and executive stakeholders.
Proactively assess risks and opportunities using usage data, performance analytics, and client feedback.
Serve as the client's advocate, translating insights into product enhancements and priority roadmap items.
Who You Are:
3–6+ years in Customer Success, Account Management, or Implementation within a SaaS environment.
Demonstrated capability in managing complex, high-touch clients and delivering long-term value.
Adept at engaging with operational and executive stakeholders in evolving organizations.
Data-centric and results-oriented, connecting product usage to business outcomes.
Excellent communicator, skilled at elucidating technical concepts in straightforward terms.
Thrives in a dynamic, fast-paced environment.

