Client Success Manager (CSM)

About The Graphite Lab

The Graphite Lab is a software company dedicated to building innovative tools and solutions that help trades businesses streamline operations, enhance customer experiences, and drive growth. We specialize in optimizing workflows, and implementing cutting-edge AI technologies that empower our clients to scale smarter.

Our team is collaborative, fast-paced, and passionate about solving complex problems with user-friendly solutions. We believe in building long-term partnerships with our clients, delivering value at every stage of their journey.

Who Thrives Here

You see AI as a force multiplier

You’re excited by the potential of AI to amplify human capability. You’re motivated by the chance to apply automation to high-impact, real-world problems in industries long overdue for innovation

You focus on outcomes, not just tasks

You go beyond temporary fixes. You work to understand root problems, design thoughtful solutions, and measure success based on the real-world results our clients experience—not just what gets shipped

You thrive in startup environments where priorities evolve, ambiguity is normal, and speed matters. You’re comfortable iterating, experimenting, and sometimes failing on the way to something better

You connect deeply with end-users

You can explain complex technology in plain language and understand the perspective of someone who just wants the tools to work. You bring empathy and clarity to everything you build

How We Work

Build fast. Learn Faster

Work smart. Live well.

Flexibility, autonomy, and balance are baked into how we operate—from flexible hours to a culture that values recharge time and personal growth

About The Job

Your Impact Starts Here

What you'll be doing:

Core Responsibilities:

Maintain ongoing relationships with stable clients not currently in an active project.
Conduct regular client check-ins (monthly, quarterly, or as needed).
Proactively perform tenant reviews and usage analysis.
Educate clients on underused tools and recommend training or adoption strategies.
Monitor common problem areas and proactively recommend solutions or resource links.
Hand off identified project opportunities to the Project Management team.
Collaborate with sales to support marketing campaigns for new product/tool releases.

Challenges to Prepare For:

Engaging clients who are change-averse or skeptical of new tools
Rebuilding trust or excitement in stagnant accounts
Encouraging long-term engagement without the pressure of a billable project

Skills & Qualifications

Who you are:

Strong relationship-building and retention focus
Clear communicator and comfortable engaging with clients across levels
Self-motivated and willing to pursue independent learning of tools and best practices
Detail-oriented and skilled at identifying usage gaps or inefficiencies
Collaborative: works well with sales, marketing, and project managers
Skilled at adding value and earning trust organically
Confident in leading educational discussions with hesitant or skeptical clients

What you bring:

Experience with customer lifecycle management
Familiarity with CRMs and training platforms
Experience creating or delivering product enablement sessions
Comfort with building light documentation or user guides
Previous work in high-touch account management roles

Compensation & Benefits:

Compensation:

Salary is experience-dependent.

Benefits:

100% Employer-Paid Health Insurance, including dental and vision coverage.
$250 Home Office Bonus to help you create a productive workspace.
Fully Remove Work Environment - work from anywhere.
Flexible Work Schedule

Ready to Grow with Us?

Apply Now

Why You'll Love Working Here

Competitive Pay

We offer a competitive salary based on the impact you bring to our team. Our benefits package includes 100% employer-paid health insurance, including dental and vision coverage. You'll also receive a $250 home office bonus.

Fully Remote Work

We're a remote-first company with the flexibility to work from anywhere. We support both your professional ambitions and your personal well-being.

Challenging, Meaningful Work

You'll be solving real operational challenges for service businesses, applying cutting-edge AI to industries that are often overlooked — but full of potential for transformation.

Flexible Work Schedule

Flexibility in your schedule to optimize collaboration, while maintaining a healthy work-life balance.