LeadTruffle is a TinySeed-backed AI-powered lead capture and qualification platform that helps home-service companies in the US - including plumbers, electricians, roofers, and HVAC contractors - respond to leads instantly and convert more of them into booked jobs using AI voice, email, and SMS automation.We integrate directly with lead sources like Thumbtack, Yelp, Angi, Google, & Meta and CRMs like Jobber, Housecall Pro, and ServiceTitan.Role OverviewWe’re hiring our first dedicated Customer Success Manager to become the primary point of contact for customers after they sign up.You’ll initially work closely with Bryan Shankman, our Co-founder and CEO, joining him on customer calls and gradually taking ownership of the post-sale customer experience. You’ll lead onboarding, run proactive check‑ins, coordinate technical implementation, answer customer questions, and ensure customers get meaningful value from LeadTruffle.This is not a scripted support position. We need someone who can build relationships, lead conversations, exercise good judgment, and take ownership when the path forward isn’t obvious.What You’ll OwnCustomer OnboardingLead kickoff and onboarding calls with US‑based customersLearn each customer’s business, lead flow, goals, and definition of successCreate clear onboarding plans with owners, deadlines, and next stepsKeep customers engaged and moving toward launchCoordinate account setup and integrations with our implementation specialistSend clear call recaps and proactively follow up on outstanding itemsYou’ll initially join calls with our co‑founder. Our goal is for you to independently lead standard customer onboarding within your first 60‑90 days.Proactive Customer SuccessRun structured check‑ins during each customer’s first 7, 14, and 28 daysMaintain an appropriate ongoing check‑in cadence after launchMonitor customer engagement, lead activity, results, and account healthIdentify customers who are stuck, disengaged,



or at risk of cancelingReach out before small problems become serious onesHelp customers get measurable value from LeadTruffleCustomer Support and Problem‑SolvingParticipate in the customer support queue and answer straightforward questionsTriage customer issues and determine the appropriate next stepCoordinate technical investigation and resolution with our implementation and product teamsKeep customers informed while issues are being resolvedTake ownership of sensitive, frustrating, or retention‑risk situationsIdentify recurring problems that should be addressed through product or process improvementsYou do not need to personally fix every technical issue. You do need to ensure the customer receives a clear, responsive, and well‑coordinated experience.Customer Advocacy and Process ImprovementRepresent the customer’s perspective internallyDocument customer feedback and recurring requestsImprove onboarding processes, check‑in playbooks, and customer communicationsHelp build the systems and processes needed to support a growing customer baseIdentify opportunities for customers to expand their use of LeadTruffleHave 3+ years of customer success, account management, or SaaS onboarding experienceHave directly managed relationships with US‑based customersSpeak and write polished, professional EnglishAre warm, confident, and comfortable leading customer calls on ZoomCan build rapport with small‑business owners while keeping conversations focusedCommunicate proactively and follow through without being remindedRemain calm and constructive when a customer is frustratedCan manage multiple customers and open action items simultaneouslyCan learn a technical SaaS product and explain it in plain languageExercise good judgment and know when to solve something yourself versus raise itEnjoy working in an early‑stage company where processes are still being builtExperience working with home‑service businesses is helpful, but not required.Technical ComfortThis is not a technical implementation role,



but you should be comfortable learning how software systems connect.You should be able to develop a working understanding of: CRM systems, Zapier and other automation tools, lead‑source integrations, APIs and webhooks, AI prompts and automated messaging, basic troubleshooting and workflow testingWe already have an implementation specialist who handles much of the hands‑on technical setup. Your responsibility is to understand the customer’s needs, coordinate the work, and ensure the customer reaches a successful outcome.This Role Is Probably Not a Fit IfYour customer experience has primarily involved following scripts or predefined support proceduresYou’re accustomed to a BPO or call‑center environment where success means following a script rather than exercising independent judgment.You prefer responding to assigned tasks rather than proactively identifying what needs attentionYou are uncomfortable leading calls or handling difficult customer conversationsYou need a mature playbook for every situationYou want a role focused primarily on technical configuration rather than customer relationshipsHow Success Will Be MeasuredCustomers launch successfully and on timeOnboarding tasks and follow‑ups do not get lostCustomers receive fast, clear, and proactive communicationProactive check‑ins happen consistentlyAt‑risk accounts are identified earlyCustomer concerns are resolved without unnecessary founder involvementCustomers continue using LeadTruffle and receive meaningful value from itWithin 60–90 days, you can independently lead standard onboarding and customer check‑in callsAs our founding CSM, you won’t simply inherit a finished playbook. You’ll help refine our onboarding process, establish customer check‑in and account‑health systems, and shape how LeadTruffle supports customers as we grow.If successful, you’ll have the opportunity to hire and lead future customer success team members.Full‑timeRemote within Latin AmericaOne‑time equipment stipend of up to $500Monday–Friday, 9:00 a.M. - 5:00 p.M. US Central TimeWork directly with LeadTruffle’s Co‑founder and CEOCompensation: $2,000 - $3,000 USD per month, based on experience#J-18808-Ljbffr

📌 Customer Success Manager (Colombia)
🏢 LeadTruffle
📍 Colombia