Customer Success Manager

ResQ is an all-in-one facilities 🛠️ management platform built for fast-growing facilities and trades businesses. Thousands of service companies trust ResQ to streamline their repair and maintenance operations while enhancing profitability.

Our mission to "create economic empowerment for the service industry" drives everything we do. We are deeply committed to supporting local trades and facilities - the vital backbone of our communities. These unsung heroes pour years of grit, sweat, and sacrifice into building their companies, often facing significant challenges.

Many local service businesses face intense competition from larger corporations equipped with substantial resources and market advantages. ResQ is changing that by providing local businesses with intelligent, AI-powered tools that enable these businesses to operate more efficiently, intelligently, and profitably. We believe that when local service businesses succeed, entire communities 🫶 thrive. That’s why ResQ is dedicated to empowering the individuals who keep our world running smoothly.
Keep reading to learn more about the problem we are solving for our customers!

Hello 👋 Future ResQer!

ResQ is looking for a Customer Success Manager to join our team and help us take ResQ to the next level. This is a high-impact role where you’ll guide trades customers through onboarding, website launch, AI setup, and ongoing account management.

We understand that joining a team is one of the most important choices you make, and adding a team member is one of the most important choices we’ll make. We want you to get to know us, and we want to understand how you approach problems, learn, and what motivates you.

We thrive on being transparent and we know Customer Success requires a certain interest and discipline, so we have included some questions to ask yourself to help you choose if this role is right for you at this specific time (if not, then let’s connect later!!)

Are you nodding your head with excitement at the idea of:

• Managing a portfolio of trades customers.

• Onboarding new customers onto the ResQ platform.

• Helping customers launch their website and AI agent.

• Providing product training and best practices.

• Building long-term customer relationships.

• Gathering feedback to improve the product.
  

What You'll Do:
ResQ is looking for a Customer Success Manager to join our team and manage and onboard trades businesses, help launch their website and AI agent, and build long-term partnerships that help customers grow with ResQ.

• Account Management 🫶: Manage a portfolio of customer accounts, build strong relationships with business owners, monitor account health, identify growth opportunities, and proactively address challenges to drive retention and success.

• Website Building & Customer Onboarding 💻: Guide new customers through onboarding by collecting business information, branding assets, and service details to launch their website. Support AI customer agent setup, manage launch milestones, and ensure customers are set up for success.

• Customer Enablement & Adoption 📚: Train customers on ResQ, share best practices, drive product adoption, and help customers achieve measurable business outcomes.

• Pilot Program Execution 📈: Lead customer pilots and product launches by managing implementation, tracking engagement, gathering feedback, and partnering with internal teams to improve the customer experience.

• Customer Feedback 💬: Capture customer feedback, advocate for customer needs, resolve issues, and share insights with Product, Engineering, Marketing, and Sales.

• Data Analysis 📊: Monitor customer health metrics, analyze adoption and engagement trends, and report on key success indicators.

• Cross-Functional Collaboration 👦🏻🧑🏽🧓: Partner with Sales, Product, Engineering, Marketing, and Operations to deliver a seamless customer experience.

• Process Improvement 💡: Build and improve customer success processes, documentation, and scalable workflows as ResQ grows.

Who You Are:

• 3–5 years of experience in Customer Success, Account Management, Implementation, or another customer-facing role (or equivalent education and experience).

• Tech-savvy with the ability to quickly learn new software, AI tools, and emerging technologies.

• Strong communication and relationship-building skills with a customer-first mindset.

• Excellent problem-solving, organization, and time management skills, with the ability to manage multiple priorities.

• Data-driven and comfortable using customer insights to drive adoption, retention, and growth.

• Thrives in a fast-paced, evolving environment and adapts quickly to changing priorities.

• Proactive, resourceful, and motivated to improve processes and customer experiences.

• Experience with CRM or customer success platforms (such as Close, Omni, or similar tools) is an asset.

How you will do it:

• A self-starter: You wake up, form a plan, and get going!

• Practice Extreme Ownership - including exhibiting a bias for action, a deep desire to understand all parts of our business, including our customers, and partners; taking risks, adapting and learning till you succeed; a mindset to persevere!

• Be open to feedback; listen, learn, and iterate. We’re all One Team!

• Live and breathe a customer-first mindset, one that cares deeply about the customer experience and sets new standards for service

Want to learn more? 👀 Keep Reading!

We are a mission-driven team and have a big vision to revolutionize the service industry. While on that journey, we recognize that building a startup is very hard. Turning vision into reality in a fast-growing environment takes superhuman efforts and is often one of the most difficult, yet rewarding, things one can do.

We do our best to ensure transparency during all stages of the interview process but we realize it's a lot of information 📚 to take in at once so we wanted to centralize everything to make it easier for you to navigate through. We have created a Talent Notion page which will help you learn more about us during the recruitment process.

ResQ strongly believes that diversity of experience, perspectives, and background will result in a better environment for our employees and a better product for our users. ResQ is an equal opportunity employer. We do not discriminate against applicants based on race, colour, religion, sex, national origin, or disability, or any other status or condition protected by Ontario or local law. ResQ is committed to workplace diversity and will provide accommodation to applicants with disabilities throughout the hiring process.

Not Sure You Meet all the Requirements? We know the confidence gap can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you!