Customer Success Manager

About Free2Grow

Free2Grow is an AI voice platform helping home service businesses modernize how they handle inbound calls, scheduling, and customer experience. We work with companies in industries like plumbing, HVAC, and electrical to improve responsiveness, booking outcomes, and the overall customer journey.

We are a small, growing team building at the intersection of AI, SaaS, and service operations. We move quickly, work collaboratively, and care deeply about delivering real value for customers.

About the Role

We’re hiring a Client Success Manager to own the customer journey from kickoff through successful launch and ongoing adoption.

This is a high-touch, white-glove role for someone who loves guiding customers, bringing structure to moving parts, and helping clients make good operational decisions. You will work directly with home service businesses to understand how they handle calls, scheduling, dispatch, and customer communication, then help translate those needs into effective Free2Grow workflows.

This is a hands-on, customer-facing role for someone who is highly organized, naturally curious, operationally minded, and comfortable owning outcomes in a startup environment.

What You’ll Do

* Lead onboarding and implementation for new Free2Grow clients from kickoff through launch

* Serve as the primary guide for customers as they define how calls should be handled, routed, scheduled, and escalated

* Translate customer workflows and business needs into clear onboarding requirements and platform configurations

* Build trust with clients through a responsive, thoughtful, high-touch experience

* Help customers think through decisions related to scheduling, dispatching, call routing, and service capacity

* Configure and refine onboarding templates, call flows, scripts, and workflows based on client needs

* Partner with Sales, Product, and Support to ensure strong handoffs and successful launches

* Identify risks, gaps, and unresolved decisions early, and keep projects moving

* Document customer requirements, onboarding progress, and repeatable best practices

* Support post-launch adoption and serve as a trusted point of contact for ongoing success

* Identify expansion opportunities to grow each customer

What Success Looks Like

* Customers feel guided, supported, and confident throughout onboarding

* Implementations launch smoothly and with fewer dropped details

* Customer workflows are translated accurately into the platform

* Clients adopt the solution successfully and see operational value quickly

* Internal teams receive clear documentation and organized handoffs

* Onboarding processes become more repeatable and scalable over time

Required Experience & Skills

* Experience in a client-facing role such as onboarding, implementation, customer success, account management, or operations

* Strong organizational skills with the ability to manage multiple moving pieces without losing detail

* Excellent listening skills and the ability to turn conversations into clear next steps and requirements

* Strong written and verbal communication with both operational and non-technical stakeholders

* Comfort working in a startup or small-team environment with limited structure

* Ability to work independently, take ownership, and drive momentum

* Process-oriented mindset with strong follow-through

Strong Pluses

* Experience working with home service businesses such as HVAC, plumbing, electrical, or similar trades

* Experience with ServiceTitan, Housecall Pro, or related field service platforms

* Experience in SaaS onboarding, implementation, or customer success

* Familiarity with call flows, routing logic, scheduling workflows, or conversational AI tools

* Dispatcher, office manager, or field service operations background

Who You Are

You are service-driven and take pride in creating an exceptional customer experience. You are curious, organized, and thoughtful in how you solve problems. You know how to guide people through decisions without overwhelming them. You are comfortable owning a process from start to finish, and you do not need heavy oversight to stay on top of details. You thrive in small teams where people wear multiple hats and outcomes matter.

*Must reside in Central or East Coast time zone. To apply, email [email protected]