Client Success Manager

Local Business Pro helps home service businesses answer more calls, book more jobs, manage customer relationships, and run their operations through AI voice, CRM, and field service management software.

We are looking for a U.S.-based Client Success Manager to help new customers successfully launch, adopt, and grow with Local Business Pro.

This is an early role on our Client Success team. That means we are not just looking for someone to manage accounts. We are looking for someone who can help us design the systems, processes, handoffs, and customer experience that will define how Local Business Pro supports customers as we scale.

The right person will be customer-facing, organized, highly communicative, and comfortable working in a fast-moving startup environment where not everything is already figured out.

When a new customer joins Local Business Pro, they go through a structured onboarding process. Our Build Team configures the customer's account, including their AI Voice Receptionist, CRM, field service tools, automations, and other setup needs. Our Training Specialist helps train the customer's team on how to use the software.

The Client Success Manager owns the customer relationship throughout that process. You will welcome new customers, set expectations, coordinate the handoff to the Build Team, stay involved during onboarding, make sure training is successful, and continue checking in with customers after launch.

Your job is to make sure customers feel heard, supported, and confident that Local Business Pro is helping them save time, capture more revenue, and run their business better.

This is a Utah-based role, preferably in the Salt Lake City metro area. We are building our core Client Success team locally so we can collaborate closely, build culture, and stay connected to the local business community. This role may include a hybrid structure with a mix of work-from-home, coworking space, and in-person team collaboration.

• Serve as the main relationship owner for new customers during onboarding
• Welcome new customers and create excitement around getting started with Local Business Pro
• Set clear expectations around the onboarding process, timelines, responsibilities, and next steps
• Introduce customers to the Build Team and Training Specialist
• Make sure customers understand what is being built, why it matters, and how it supports their business goals
• Help prevent customers from feeling lost, confused, or unsupported during onboarding
• Identify risks early and help resolve issues before they become bigger problems

• Coordinate handoffs between Sales, Build, Training, Support, and Product
• Make sure internal teams understand the customer's business, goals, concerns, and expectations
• Help ensure the Build Team has the information needed to configure the customer's account correctly
• Work with the Training Specialist to make sure training is aligned with the customer's workflow and team structure
• Document customer needs, questions, and concerns clearly for internal use

• Maintain relationships with customers after onboarding
• Conduct periodic check-ins with customers to review account health, usage, goals, and opportunities
• Help customers identify where they may be leaking revenue, missing follow-ups, underusing features, or needing better processes
• Surface product feedback, feature requests, and customer concerns to the right internal team
• Look for opportunities to increase customer value and deepen adoption
• Help reduce churn by making sure customers continue to see value after launch

Because this is an early Client Success role, you will help build the playbook as we grow. You will help answer questions like:

• What should the ideal onboarding journey look like?
• What information does the Build Team need before setup begins?
• What should a successful customer handoff include?
• When should customers receive check-ins?
• How do we identify accounts that are at risk?
• What should we document so future Client Success Managers can follow a repeatable process?
• How do we create a customer experience that feels personal without becoming inefficient?

This role is ideal for someone who enjoys solving problems, creating structure, and improving systems.

The ideal candidate has experience in customer success, account management, onboarding, implementation, customer support, or a similar customer-facing role.

You do not need to have been a Director or VP of Client Success, but you should be the type of person who thinks beyond your task list. We want someone who sees patterns, identifies gaps, improves processes, and helps build the department as the company grows.

You should be comfortable talking to business owners, office managers, technicians, and internal teams. You should be able to listen carefully, communicate clearly, and translate customer needs into action.

• Strong customer communication skills
• Experience managing customer relationships
• Ability to lead onboarding conversations and set expectations clearly
• Strong organization and follow-through
• Comfortable working with software platforms
• Ability to understand customer workflows and business operations
• Strong problem-solving skills
• Comfortable working in a startup environment where processes are still being built
• Ability to document customer needs, internal notes, and process improvements
• Comfortable collaborating with remote team members, including build and training teams outside the U.S.

Experience with any of the following is a strong plus:

• Customer success or account management in a SaaS company
• Onboarding or implementation experience
• Working with home service businesses such as pest control, HVAC, plumbing, electrical, roofing, cleaning, arborist, or general contracting companies
• Experience with CRM, field service management, scheduling, invoicing, or automation software
• Familiarity with tools like Jobber, Housecall Pro, ServiceTitan, Workiz, FieldEdge, Service Fusion, GoHighLevel, HubSpot, or similar platforms
• Experience building customer success processes, playbooks, check-in cadences, or onboarding workflows
• Experience working in a startup or fast-growing company

• New customers understand the onboarding process and know what to expect
• Build and Training teams receive clear customer context
• Customers launch with confidence
• Customers continue using the software after onboarding
• Product feedback and customer concerns are documented clearly
• At-risk accounts are identified early
• Check-ins feel valuable and tied to business growth, not just generic support
• Internal processes improve over time because of what you are learning from customers

Local Business Pro is building more than a software platform. We are building a better way for home service businesses to answer calls, manage operations, follow up with customers, and grow revenue without losing the human side of their business.

This Client Success Manager will play a major role in shaping how customers experience our company. As we grow, we want to promote from within whenever possible. This role has meaningful growth potential for someone who proves they can own the customer experience, build strong processes, and help create the foundation for a larger Client Success department.

This is not a role for someone who wants every answer handed to them. This is a role for someone who wants to help build the answers.

Competitive compensation based on experience and fit for the role.

• Utah-based, hybrid structure
• Startup environment with close collaboration with the founder and leadership team
• Opportunity to help shape the Client Success department from an early stage