Open role · Customer Success
Customer Success Manager
ShareWillow is the money app for the 4 million technicians who keep America running. We start with performance pay: every technician sees exactly what they've earned and how to earn more, job by job, in real time, and companies reward performance instead of hours worked. The average technician on a ShareWillow plan takes home $1,334 more a month. Next comes Willow, our AI agent that lives in every tech's text messages, and the payments, cards, and payroll their money runs through.
We're hiring a Customer Success Manager to be the face of ShareWillow for our customers. Once a home-service company signs, you own the relationship: onboarding, training, plan design, troubleshooting, and the ongoing strategy that turns a new account into a customer who renews, expands, and refers their friends. You'll be the trusted guide who helps owners build incentive plans their technicians love, and you'll work directly with the founders and product team to make ShareWillow better every week.
This is an early-stage startup, not a 9-to-5. When a customer needs help, we show up fast, sometimes in the evening or on a weekend.
Who you are
Customers trust you, and you make them better.
- 1–3 years of experience in Customer Success, Account Management, or Support (SaaS or SMB clients is a plus)
- You can speak and relate to trades business owners, office managers, and technicians
- You're a clear communicator, written and verbal, who builds strong relationships fast
- You're organized and proactive, with a bias toward solving problems before they happen
- You're comfortable learning new software and explaining it simply to others
- You follow up fast and don't let anything fall through the cracks
- You want a small team where you make a big impact, not a big company
- Bonus: experience with incentive plans, compensation design, HR tech, or the trades (HVAC, plumbing, electrical, pest control, etc.)
- Bonus: experience with field service software like ServiceTitan, Housecall Pro, or Jobber
What you’ll do
Own the customer, after the sale.
- Own the post-sale relationship for a portfolio of home-service customers
- Run onboarding sessions, training, and ongoing product support
- Help customers design and optimize incentive plans that pay technicians for performance
- Monitor customer health and step in early to prevent churn
- Drive referrals, testimonials, case studies, and upsell opportunities
- Serve as the voice of the customer internally, turning feedback into product and support improvements
- Keep customer satisfaction and retention high, and report on what moved
You might not be a fit if…
An honest filter. We’d rather you know now.
- You want a mature CS org with a playbook for every situation
- You prefer answering tickets to building relationships
- You need a lot of structure before taking action
- You aren't comfortable picking up the phone with a frustrated customer
- You want a low-intensity role
Why join
Get in early. Win big.
This is a chance to be one of the first customer success hires at an early-stage company with proven product-market fit. You'll work directly with the founders, talk to customers every day, see the impact of your work in technicians' paychecks, and help shape how ShareWillow takes care of customers, on a small, talented team building a $10 billion company.
$80K–$110K base, meaningful early-stage equity, 100% medical and dental benefits, a 401k with employer match, and paid vacation.
We're proud to be an equal opportunity employer open to all qualified applicants regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital or familial status, disability, pregnancy, gender identity or expression, veteran status, genetic information, or any other legally protected status.