We're looking for a proactive Customer Success Manager with SaaS experience to own contractor retention and success. You'll ensure paying contractors thrive on our platform, reduce churn, and identify expansion opportunities. If you love building scalable customer success processes in early-stage SaaS, join us.

‍What You'll Do:

‍Own contractor onboarding, activation, and ongoing success on the platform
Proactively monitor account health and intervene to prevent churn
Build and optimize onboarding workflows, email sequences, and in-app messaging
Conduct regular check-ins with contractors to ensure they're winning projects and seeing ROI
Gather product feedback and work with engineering to prioritize improvements
Create help documentation, video tutorials, and self-service resources
Track and optimize key metrics (NPS, churn rate, activation rate, retention, expansion)
Identify upsell/cross-sell opportunities as we introduce new features
Develop playbooks and processes that scale as the contractor base grows

‍What We're Looking For:

‍2+ years of customer success experience in SaaS, preferably B2B or marketplace
Strong understanding of SaaS metrics (NPS, churn, activation, retention, expansion MRR)
Experience building onboarding processes and customer success workflows
Excellent communication and relationship-building skills
Data-driven approach to identifying at-risk accounts and growth opportunities
Comfortable with CS tools (Intercom, Zendesk, ChurnZero, etc.)
Self-starter who can build systems from the ground up
Bonus: Experience working with SMBs, trades, or service professionals

‍About OneBid

‍OneBid is revolutionizing the home improvement industry by creating a transparent marketplace where homeowners set their budgets and contractors build their empires—no bidding wars, just fair pricing and honest work.

‍Interested?

‍We'd love to hear from you! Send your resume and a brief intro to hello@weareonebid.com