Customer Success Specialist, Signpost
$52-63k
More information about location
Customer communication software
Be an early applicant
Customer communication software
101-200 employees
Be an early applicant
$52-63k
More information about location
101-200 employees
Company mission
To create a world where local businesses, from small to large enterprises, can all prosper due to great and lasting customer relationships.
Role
Who you are
- 2–4+ years in Customer Success, Account Management, or a customer-facing renewal role (preferably in SaaS or tech-enabled services)
- Experience supporting SMB customers; experience with Home Services businesses is a strong plus
- Proven track record managing high-volume renewals and expansion motions
- Excellent communication, negotiation, and relationship management skills
- Organized, proactive, and comfortable working with CRM tools (e.g., Salesforce, HubSpot) and customer health platforms
- Analytical and goal-oriented; driven by metrics and performance targets
What the job involves
- We are seeking a performance-driven Customer Success Specialist to join our team and take ownership of renewals, expansions, and advocacy for our Small-to-Medium Business (SMB) customers in the Home Services industry (e.g. , HVAC, Plumbing, Landscaping, Cleaning, etc.)
- This role is central to our growth strategy, focused on ensuring customers renew their subscriptions, grow with us, and become long-term advocates
- You’ll manage a high volume of SMB accounts, identifying risk early, driving product value, and unlocking new revenue opportunities
- Own the renewal process for a large portfolio of SMB customers
- Proactively identify and manage churn risk using data signals, usage insights, and customer interactions
- Drive expansion revenue by identifying upgrade, upsell, or cross-sell opportunities and collaborating with our Onboarding team, Support team, and Sales when appropriate
- Develop and nurture customer advocates by identifying success stories and helping amplify their impact through reviews, referrals, and testimonials
- Maintain accurate customer records in CRM and Customer Success platforms
- Contribute to ongoing improvements in renewal playbooks, customer communication strategies, and retention workflows with CS Leadership
Our take
Running a small business can be challenging. With so many things to do and think about, local business owners often don't have the time or resources to dedicate to marketing and reputation management. This puts them at a disadvantage compared to larger corporations that have access to powerful marketing tools.
Signpost is a customer relationship management suite that levels the playing field for local business owners, who make up 99.7% of all US businesses. It allows local businesses to manage the full lifecycle of its customer interaction and has reported that most local businesses on its platform see ratings improve by over 30%, with revenue increasing by over 10%.
With nearly $90M in secured funding, a user base surpassing 20,000, and a recent milestone achieved through its acquisition by Hibu Inc, Signpost is not just thriving but also paving the way for a promising future. By leveraging the strengths of both entities, this collaboration aims to drive innovation, enhance offerings, and establish a formidable presence in the ever-evolving SMB market.
Steph
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jul 2019
$52m
LATE VC
Nov 2017
$5m
LATE VC
Total funding: $93.7m
Company benefits
- Equipment: Signpost provides all new employees with laptops and the equipment they need to be successful
- Culture: Signpost celebrates monthly birthdays, hosts office parties, and funds employee appreciation events
- Hands-on Training: We provide comprehensive, hands-on training by department for every new employee at Signpost
- Community: Signpost supports employee groups focused on important causes and one volunteer day per quarter for each employee
Company HQ
Chelsea, New York, NY
Leadership
George Bilbrey
(CEO, not founder)Previously the COO of Veripost and CEO of Assurance System. Most recently, they worked at Return Path, first as President and then as President & Chief Customer Officer.
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