Customer Success Engagement Manager

Customer Success Engagement Manager

About Chariot

Chariot is a SaaS company building a modern operating system for the moving industry, starting with moving company management software. Our MVP launched in Spring 2022, and we've rapidly expanded across the US, with our founders and engineers based in NYC.

Moving is a universal, stressful, and expensive experience that’s ripe for disruption. ~35M Americans (~10% of the country) move every year, with businesses, non-profits, government agencies, and military families also requiring moving services. This creates a massive moving economy, with a ~$30B industry of moving companies at the center.

Running a moving company is complicated, high-stress work. Most moving companies still rely on a disjointed mix of generic online tools and paperwork for sales, field service management, and back-office operations. We believe the lack of modern tools for movers is the critical challenge hindering major innovation in the moving experience.

Chariot addresses this problem with a simple, modern software platform that boosts sales conversions, reduces work to schedule and dispatch moves, simplifies move day, improves customer service, and streamlines payment collection. We're pursuing ambitious new product directions to expand our market size and impact for moving companies and customers.

Our founding team brings experience from Google, Flatiron Health, Cedar, Bain & Company, Bridgewater, Teachable, KeyMe, and ASAPP. We're backed by VC firms and co-founders of successful vertical SaaS companies, and advised by moving company owners nationwide.
PLEASE NOTE:

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This role is remote or hybrid if located in the NYC metro

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This role will also require after-business hours and weekend coverage for our Help Desk, one week per month or as needed.

What You'll Do

The Customer Success Engagement Manager will play a critical role in scaling Chariot ’s hands-on, high-quality customer experience. You’ll own a book of accounts, work the health metrics daily, and drive retention and growth through proactive outreach. You’ll work closely with the Head of Customer Success and our Product Support. This is a high-ownership role on a small team.
Customer Health & Engagement

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Review customer health metrics daily and identify customers that are declining, stalled, or at risk

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Proactively reach out to at-risk customers to drive adoption and get them back on track

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Own a book of accounts and run regular check-ins to keep customers engage and using the product

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Run quarterly business reviews with “VIP” customers that reinforce value, and surface expansion opportunities (upsells, quarterly → annual conversions)

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Identify customers who have stalled in onboarding and re-engage them to complete setup

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Track and report on engagement trends across customer base

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Maximize business value of healthy customers by driving referrals and upsells

Help Desk & Support

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Support the help desk on an as-needed basis, including a 1-week-per-month on-call rotation for after-hours/weekend coverage.

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You’ll be responsible to:

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Respond to customer questions via help desk with fast SLAs

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Triage product questions and escalate appropriately while maintaining customer ownership

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Identify recurring issues and contribute to improved documentation and internal processes

Also Part of the Role

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Help with billing and payment-related questions

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Occasionally run onboarding and training calls, support onboarding follow-ups and setup tasks

Who You Are

You may come from one of the following backgrounds:

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2-4 years in customer success, customer support, or account management role within a SaaS or technology company, ideally with ownership over renewals, retention, or expansion
OR

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Experience working in the moving industry, ideally in a management, or operations-focused role, with a comfort working in software platforms
OR

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2+ years in an operations, account management, or clien