Customer Success Manager

Job Description

Job Description

We are a fast-growing SaaS company on a mission to propel the restoration industry forward by empowering restoration contractors with the technology they need to scale and grow their businesses.

Recently voted a Top 10 Start-up in Chicago by LinkedIn and a Top Start-up by BuiltIn, as a Y Combinator-backed company, this is an exciting time to be joining our team as we embark on this next stage of accelerated growth, opening up incredible opportunities for our people to thrive and expand their careers.

At Albi, we are looking for a passionate and proactive Customer Success Manager to join our growing team. The CSM will own the post-onboarding client relationship, serving as a trusted advisor to restoration businesses using the Albi platform. This role is responsible for driving adoption, ensuring customers achieve measurable outcomes, and identifying opportunities for expansion while mitigating churn risk. You will partner closely with Sales, Support, Product, and Onboarding teams to deliver a seamless customer experience, lead quarterly business reviews, and act as the voice of the customer internally.

Requirements

• 2+ years of experience in Customer Success, Account Management, or a client-facing role at a SaaS company
• Strong communication and relationship-building skills; able to engage confidently with owners, admins, and field teams
• Demonstrated ability to manage a book of business, prioritize accounts, and deliver outcomes against retention and growth goals
• Ability to identify churn risks early and execute proactive engagement plans
• Ability to work autonomously, take ownership of client outcomes, and proactively solve problems
• Proficiency in using CRM platforms (HubSpot preferred) and analyzing customer health data to drive action
• Experience running client meetings such as QBRs / ABRs and coordinating cross-functional initiatives
• Comfortable leading live or virtual training sessions with Albi users to drive adoption and confidence in the platform
• Comfortable in a fast-paced startup environment with a focus on continuous improvement
• Restoration industry experience or knowledge of restoration workflows is a strong plus

Benefits

We’re driven by purpose, fueled by high energy, and backed by venture funding. We’re unapologetically ambitious and make sure that everyone has the support they need to succeed. We value building a strong company culture, being together and collaborating which is why we are an In-Office first organization requiring our teams to be at our Oak Brook office 4 days a week.

We offer a generous compensation package which includes;

Your journey is your own, and we’re here to help you thrive, no matter your starting point.