Most CSM roles are customer service with a nicer title. This isn’t that.This job is for someone who can lead business owners who are busy, stressed, and often stuck in old habits. They do not need a friendly check-in. They need a capable operator who can take control of the process, earn trust fast, and drive outcomes.If you’re the kind of person who hates watching problems linger, hates vague accountability, and gets satisfaction from turning chaos into a clear plan that gets executed, you’ll do well here. If you need clients to be polite, organized, and easy, you won’t.About Yellowstone LocalYellowstone Local is the recruiting partner for skilled trade companies. We help HVAC, plumbing, electrical, and other blue-collar businesses hire better people with systems that work.We are not a staffing agency, and we do not charge big placement fees. We run the full recruiting engine for our clients, then hold the line on process so hires actually happen.We’re profitable, cash flow positive, and built to scale. Fully remote team. High accountability. Low drama.Why this role existsOur clients have open roles that cost them money every day. Most of them wait too long to recruit, then panic-hire when the business starts bleeding. They also resist the things candidates actually require, like fast interviews, fast offers, and consistent follow-through.This CSM role exists to change that.You own the client relationship end-to-end. Onboarding, strategy, execution alignment, expansion, retention. You are accountable for net revenue retention (NRR). When results slip, you do not “update the client.” You diagnose the breakdown, drive the plan, and lead the team and the client to fix it.What we value in a CSM hereWe hire for “quotients.” You do not need to be perfect in all of them, but you must come in strong and be able to learn fast.Authority and ownershipYou lead. You do not poll clients for preferences when you already know best practice. You recommend what they need, explain tradeoffs, and hold the line. Trust is earned through competence, then used to drive outcomes.Skilled trades understandingYou can speak the language of home service and construction owners. You understand urgency, seasonality, revenue per tech, and why hiring delays cost real money. You do not talk like a corporate help desk.Technology competenceWe deliver service through tools. Slack, HubSpot, Google Workspace, and AI tools are core to how we work. If you are shaky on tech or sloppy with systems, you will struggle. Written communication quality matters.Recruiting and funnel thinkingYou can diagnose hiring issues like a funnel. If hires are not happening, you know where to look and what levers to pull: top-of-funnel volume, candidate quality, speed to interview, interview quality, offer strength, follow-up cadence, client responsiveness, and process adherence.Cross-functional leadershipYou are the quarterback. You lead the internal pod and the client. Recruiters own hires as a KPI, but you own the client outcome and retention. You align the recruiter, support team, and your client success associate to execute the plan.What you’ll doClient onboarding and activationRun onboarding as the first post-sale ownerSet expectations, establish operating cadence, and train the client on the processCreate “stop the bleeding” plans for urgent openingsStrategy and execution leadershipBuild and drive recruiting strategy per client, using best practices plus client-specific constraintsPush clients to do what candidates require (speed, availability, interview cadence), even when inconvenientCoordinate internally with recruiting and support so execution stays tightRetention and expansion ownershipOwn net revenue retention for your bookHandle save conversations when clients want to cancel, pull out complaints fast, then drive a path forwardIdentify expansion opportunities when results and trust are strongOperations, communication, and standardsRun weekly client calls with clear commitments and next stepsKeep communication tight in Slack and email, with clean follow-up and documentationUse HubSpot and internal systems correctly, consistently, and fastWho this is forThis role fits someone who is:Direct, calm, and high ownershipComfortable leading business owners and having hard conversationsProcess-driven without being rigidStrong in writing, follow-up, and organizationCoachable, not defensiveMotivated by outcomes, not activityThis role is not for someone who needs strict boundaries on time every single week. Most weeks are 40 hours. Sometimes the business needs more, and the job requires you to respond like an owner.Compensation and benefitsCompensation$50,000 base salary$50,000 variable tied to net revenue retention (OTE $100,000) UncappedUpside exists above the goal when you grow your bookBenefitsBlue Cross Blue Shield medical insurance, strong plan coverageFlexible PTO (typical 12 to 15 days)Standard holidaysTwo weeks off at the end of the year (CSMs coordinate coverage)12-week maternity leaveFully remoteHow to applyApply, complete a short screening, then interview with leadership. We move fast when it’s a fit.Job requirementsMust-have3+ years in client success, account management, customer onboarding, or implementation with SMB clientsProven experience leading clients through change, not just supporting themStrong written communication (you will live in Slack and email)Competence with modern SaaS tools (CRM, ticketing, docs, async workflows)Experience running recurring client meetings and driving action items to completionStrongly preferredExperience supporting home services, construction, or blue-collar SMBsExperience in recruiting, talent operations, staffing, or hiring workflowsProven ability to diagnose performance problems using funnel thinking (marketing, sales, or recruiting funnels)Core CompetenciesOwnership & accountabilityStrategic thinkingClient empathy with firm boundary-settingClear written and verbal communicationProcess-oriented with a bias toward actionWork Environment & ExpectationsRemote role with structured accountabilityHigh client interaction and performance expectationsOwnership mindset with revenue responsibilityYellowstone Local is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment regardless of race, color, religion, gender, gender identity, sexual orientation, national origin, genetics, disability, age, or veteran status.
5 days ago