Founding Customer Success Manager

Overview

You're the first Customer Success Manager at RevenueHoop, a 7-person Clay & RevOps consulting agency. You'll manage relationships with enterprise clients who've hired RevenueHoop to build and optimize their revenue operations infrastructure. Your job is to ensure clients get value from implementations, expand their engagements, and renew contracts while documenting what works so the company can scale CS beyond you.

Role Snapshot

Company Context

Stage: Bootstrapped or very early-stage (7 employees)

Size: 7 employees total

Growth: Small but hiring their first CS role, suggesting they have enough clients to need dedicated account management

Market Position: Boutique agency in the crowded RevOps consulting space, differentiated by being certified Clay and HubSpot partners

GTM Reality

Client Profile:

• Enterprise software companies and e-commerce brands
• Typically have revenue operations needs: CRM migrations, Clay workflow builds, tech stack integration
• Likely paying $3-10K/month retainers for ongoing RevOps support

Your Book of Business:

• Probably managing 8-15 active client accounts (small agency = concentrated portfolio)
• Mix of implementation projects and ongoing retainer relationships
• You'll be the primary point of contact once deals close

Team Structure:

• You report directly to the founders (Petra and team)
• Work closely with RevOps consultants and Clay specialists who do the actual implementation work
• No CS team beneath you - you're building this from scratch

Competitive Landscape

Main Competitors: Other RevOps agencies, in-house operations teams, freelance consultants, larger firms like New Breed or Winning by Design

How They Differentiate: Certified Clay partner (niche expertise), boutique service with founder involvement, focus on automation and AI

Common Objections: "We can build this internally", "Other agencies quoted less", "We're not sure we need ongoing support after implementation"

Win Themes: Deep Clay expertise, responsive service, founder-led attention, demonstrated results for similar clients

What You'll Actually Do

Time Breakdown

Client Check-ins (35%) | Expansion/Upsells (25%) | Internal Process Building (20%) | Firefighting (20%)

Key Activities

• Weekly Client Syncs: Run status calls with 8-15 accounts, review project progress, surface issues, discuss upcoming needs. These are often with RevOps Directors or Sales Ops Managers who are evaluating whether to expand or renew.
• Value Documentation: Track and communicate ROI - "your Clay workflows reduced research time by X hours/week" or "your HubSpot migration increased data accuracy by Y%". You need to make the business case for renewal every quarter.
• Expansion Identification: Spot opportunities where clients need additional services (new Clay workflows, additional integrations, training). You'll pitch small expansions ($2-5K projects) to grow account value.
• Process Documentation: Build the CS playbook - onboarding checklists, health score frameworks, QBR templates, escalation procedures. Everything you create becomes the template for the next CS hire.
• Project Coordination: Work with internal consultants to ensure client projects ship on time. You're the buffer between client expectations and delivery reality.
• Quarterly Business Reviews: Prepare and present QBRs showing results, discussing roadmap, reinforcing value. These are retention moments.

The Honest Reality

What's Hard

• Building from Zero: There's no CS playbook, no health scoring system, no established processes. You're inventing this while also managing clients day-to-day.
• Small Agency Chaos: With only 7 people, resources are tight. Projects may take longer than promised. Consultants are spread thin. You're managing client expectations without much buffer.
• Retention Pressure: At a small agency, losing even one client is a big revenue hit. You'll feel the pressure to keep everyone happy and renewing.
• Wearing Multiple Hats: You'll do everything from Zoom tech support to contract negotiations to crisis management when implementations go sideways.
• Ambiguous Scope: Clients often expect more than what's in the SOW. You'll constantly negotiate scope creep versus keeping clients satisfied.

What Success Looks Like

• 90-95%+ gross revenue retention (minimal churn)
• 15-25% net revenue retention from expansions (growing existing accounts)
• Documented CS processes that a future hire can follow
• 2-3 strong case studies from happy clients willing to give referrals
• Clients consistently rating service 8+ in satisfaction surveys

Who You're Working With

Primary Contacts:

• RevOps Directors and Sales/Marketing Ops Managers at client companies
• VP Sales or CRO at smaller companies

What They Care About:

• Speed and Responsiveness: They hired an agency because they're moving fast
• Technical Execution: Does the Clay workflow actually work? Does the integration break?
• ROI Justification: They need to defend the agency spend to their CFO/CEO
• Future Roadmap: What else can RevenueHoop help them build as they scale?

Requirements

• 3-5 years in Customer Success, ideally at a B2B SaaS company or agency
• Experience managing enterprise/mid-market accounts (not high-volume transactional CS)
• Technical enough to understand RevOps concepts: CRM workflows, data enrichment, API integrations, automation tools
• Comfort with ambiguity - you won't have clear processes to follow, you'll create them
• Strong project management skills to coordinate between clients and delivery teams
• Experience with CRM platforms (HubSpot, Salesforce) and ideally familiarity with Clay or similar data enrichment tools
• Track record of identifying and closing expansion opportunities within existing accounts
• Willingness to work directly with founders in a small, fast-moving team