Customer Success Manager, Facility Solutions

About Bedrock

Bedrock Facility Solutions helps companies with multiple locations manage repairs, maintenance, service providers, assets, and facility activity across their properties. Pebble, our facility management platform, keeps work orders, communication, estimates, invoices, response times, and location history organized.

The Role

We are hiring a Customer Success Manager to help our clients get lasting value from Bedrock and Pebble.

You will begin working with clients after an agreement is signed. You will learn how their locations operate, help them get set up, train their teams, and stay close to the relationship as they begin using our services and software.

The Facility Services Coordinator handles individual service requests and work orders. The Customer Success Manager looks across the entire client account. You will review what is working, spot recurring problems, help resolve larger concerns, and make sure the client has a clear understanding of the work Bedrock is doing.

You will regularly speak with owners, COOs, facilities leaders, operations teams, finance teams, and location managers. You should be comfortable having honest conversations, including when something has gone wrong.

What You Will Do

• Guide new clients through onboarding and the early stages of working with Bedrock
• Learn each client’s locations, approval process, service expectations, and reporting needs
• Help client teams learn how to use Pebble
• Monitor Pebble usage and help clients who are not using the platform effectively
• Schedule regular client check ins and business reviews
• Review work order activity, response times, recurring issues, preventive maintenance, spending, and service quality
• Work with the service team to resolve escalated problems
• Communicate clearly when a service provider is delayed or an issue has not been resolved
• Track client concerns and make sure promised follow ups are completed
• Watch for signs that a client may be unhappy or considering leaving
• Support renewals and help maintain strong client retention
• Recognize when another location, service, or Pebble feature could help the client
• Bring expansion opportunities to the Account Executive when pricing or a new agreement is needed
• Collect client feedback and share useful information with operations, sales, and the Pebble product team
• Maintain accurate client notes, goals, meetings, and account activity in HubSpot and Pebble
• Visit client locations in Florida when needed

What We Are Looking For

• At least three years of experience in customer success, account management, client services, facilities operations, property services, or a similar role
• Experience managing several business clients or accounts at the same time
• Strong communication and relationship management skills
• The ability to remain calm and useful when a client is frustrated
• Experience conducting client meetings, reviews, training, or onboarding
• The ability to understand operational information and explain it clearly
• Consistent follow through and accurate recordkeeping
• Experience using a CRM, customer success platform, work order system, or CMMS
• Experience with companies that have multiple locations is helpful
• Experience in facility services, property management, hospitality, retail, healthcare, construction, or business software is helpful
• Ability to work remotely and travel within Florida when needed

A college degree is not required.

What Matters at Bedrock

Put the client first. Listen before offering an answer. Be honest when something goes wrong. Take responsibility and follow through.

This is a full time W2 position with a base salary and performance based bonus.

Bedrock Facility Solutions is an equal opportunity employer. Employment decisions are based on qualifications, performance, and business needs without regard to any characteristic protected by applicable law.

Originally posted on Himalayas