Client Success Manager, Rundoo

• We care more about aptitude and drive than checking boxes on years of experience. The ideal candidate genuinely likes small-business owners, is comfortable owning a number, and acts before being told to
• Ownership mindset - You treat your book like it's your own business and you're accountable for the outcome
• Reads people and signals early - You sense when an account is drifting before it shows up in a metric
• Excellent written and verbal communication - You can talk to a non-technical owner-operator and to our Product team with equal ease
• Organized and self-directed - You manage a full book, prioritize the right accounts, and keep your records clean
• Comfort with ambiguity - Startup CS has no playbook for everything; you build the missing parts
• Comfortable learning and becoming expert in complex software (our full ERP platform)
• Proficient with spreadsheets (Google Sheets/Excel) and comfortable in a CRM (Salesforce)
• Able to work from the Chicago office during required hours

Desirable

• As a Client Success Manager at Rundoo, you own the relationship with a book of live clients after they go live—independent paint, hardware, and farm & feed stores that now run their business on Rundoo
• Your job is to understand what each client was trying to achieve when they moved to Rundoo—faster close-outs, sharper analytics and customer engagement, mobile capabilities, easier inventory counts—and make sure the product is actually delivering those outcomes
• Six months after go-live, a district manager should be able to point to concrete results Rundoo made possible
• You'll be one of the first Client Success hires in our new Chicago office, helping shape how CS scales as Rundoo expands across the country
• You'll own retention and adoption depth on your book: running renewals and QBRs, watching account health through our stoplight model, and driving real value realization in the core workflows that make clients successful
• We don't have an established expansion playbook yet—you'll help build it—so early on the focus is depth of adoption and outcomes rather than an expansion quota
• You'll report to Claire, Rundoo's Manager of Client Success, and work closely with Client Success, Product Support, and Implementation to make sure clients get full value from the platform and that what we learn flows back to Product and Engineering
• Own a book of live stores and the simple outcome on it: they stay, and they're glad they did
• Keep every stoplight honest — an accurate 🟢/🟡/🔴 read on each client at all times, because the team's whole view of risk is only as good as your stoplights
• Work the cadence — green every month, yellow every two weeks, red daily until resolved — so no account goes quiet long enough to churn
• Catch risk before it's a red — read the early signals (usage dropping off, a frustrated owner, a workflow that isn't sticking) and get ahead of them
• Run the save when an account slips — find the real root cause, not just the symptom, and pull it back to green
• Turn client pain into product signal — file clear bugs and requests, and know the difference between a training gap (you fix it) and a product gap (Product needs to hear it)
• Partner with Product Support (Robbie, Tim) on escalations — you own the relationship, they own the fix
• Take clean 🏄 Steady handoffs from Implementation and carry the relationship from there
• Turn healthy clients into advocates — references, case studies, the stores a prospect calls to check us out
• Keep Salesforce current so the stoplight snapshot reflects reality, not last month

• Intro Call (20-30 mins, remote) - An informal conversation with our Recruiting Team to get to know one another
• Hiring Manager interview (30 mins, remote) - Claire will go more in depth on your background and experience and what it’s like to be a CSM at Rundoo
• Take Home Assignment (paid)— the primary assessment, a chance to see what managing a real book of business with Rundoo feels like
• Onsite (in-person, Chicago) - 90 mins + time for lunch
• Take-Home Debrief (30 mins) with Claire, Vidhan (Head of CX), and Nick (CEO) to discuss what you put together for your take home assessment
• Interview with Head of CX (30 mins) - One-on-one conversation with Vidhan
• Product Training (30 mins) - Leslie on the Implementation team will take you through a short demo of a section of Rundoo. You’ll then have time to explore independently and ask questions. Then, you’ll run a short training session on the section of Rundoo you reviewed
• Lunch or coffee with the Chicago team, depending on the time of day
• Final Call (15 minutes, remote) – Conversation with our CEO, Nick
• Reference check
• Offer