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Customer Success Manager, OEM/Franchise Programs

| Austin

Modernize Vision:

At Modernize our mission is to simplify home improvement by inspiring motivated homeowners and connecting them with qualified contractors. Our foundation is based on 10 years as a driving force as Home Improvement Leads in online lead generation – connecting homeowners with high–quality contractors – in the $300 billion annually grossing home improvement market. We’re working hard on a new brand and new products to cater to homeowners and the most successful contractors in the industry.

We’re looking for sharp, motivated individuals to join our growing team. Teammates who enjoy using technology to solve problems will thrive in our dynamic startup environment. We have an open floor plan that encourages the entire team to participate in critical discussions and allows everyone to be a vital contributing factor. You’ll enjoy our hip, newly renovated office in the heart of downtown with a view of the capital and the downtown skyline.

Who we’re looking for:

The Modernize work environment is very dynamic and requires a person who is comfortable operating at a fast pace, who will proactively collaborate with multiple teams and outside partners while driving results and executional excellence. We are looking for someone to lend their experience to grow the team.

What you will do:

Customer Success Evangelist. Identify trends and proactively assess data. Drive revenue and Lifetime Value.

  • Support EPM to execute on customer-based initiatives across corporate brands and individual franchise locations to maximize revenue and LTV
  • Work with EPM to set location-based forecasts, budgets, configure accounts, optimize geographies etc across all internal systems for customer excellence; must maximize budgets
    • Including all BBD accounts, HIL Portal clients/profiles, Buyer Config etc.
  • Combine, cleanse and aggregate customer-facing data across franchise/trade portfolios
  • Develop and execute performance analysis (using excel/qliksense) across franchise portfolio -- identifying KPIs, best practices, areas of opportunity and sharing with EPM and individual franchise locations to optimize performance
    • Across products as well
  • Provide end to end customer support, consultation and best practices to franchisee customer base from cradle to grave
    • Onboard individual franchise locations - setting them up for success during pilot and post pilot period.
    • Handle all customer objections, questions, performance issues, account changes across systems
  • Identify opportunities to grow franchise program by adding additional products, lead types and partner with marketing to maximize geo-targeted revenue
  • Proactively reach out to customer to ensure they’re accountable to working our products successfully
  • Example accounts:
    • ARS - 20+
    • SE - 30+
    • Stillwater/Pace Ave/Centurion/Dreamhome
  • Assist in execution of customer facing projects for other departments
    • Contractor Profiles
    • Logos on Landing Pages
    • Customer PR
    • Fringe Trade Tracking - aggregate
    • Lightfire partner performance
    • Test Leads
  • Meet or exceed quarterly revenue targets
  • Example of Q12019 Quota: $280k

Customer Advocate and Collaborator, Team Player, Project Manager and culture fit.

  • Partner with Marketing, Call Center and other internal teams to propel franchise initiatives through the development pipeline
  • Work with management to develop and define new processes for data capture, cleansing and reporting to support franchise customer base
  • Test and develop new processes internally/externally to support franchise programs efficiently and effectively
  • Work with management to prioritize customer facing projects and workflow for the greatest revenue impact across Enterprise and Wholesale revenue channels
  • Communicate with technical stakeholders from Customer base to streamline reporting delivery and adherence
  • Network with our account base and provide key recommendations, testimonials, and case studies to internal/external stakeholders
  • Positively challenge conventional thinking to find new and innovative ways to improve program success.


  • 2 to 3 years account management experience with SMB, mid-market customers.
  • Strong data analysis and analytical skills with experience using a business intelligence suite such as Tableau or QlikView strongly preferred.
  • Strong Excel and Salesforce skills.
  • Bachelor's degree in business.
  • Experience in lead generation / digital demand generation marketing a strong plus.
  • Start up experience highly preferred

What you need to bring to be part of the Modernize team.

  • Proven track record of developing and executing complex strategic account plans that result in exceptional service delivery and customer success.
  • Strong communications skills; verbal and written.
  • Strong business acumen with an ability to operate under pressure while making business-critical decisions on a daily basis.
  • Proven track record of delivering a value proposition and successfully taking clients through onboarding stages to partnership maturation.
  • Adaptable and even keeled.
  • Detail and process oriented; an ability to effectively prioritize workload.
  • Handle client emotion and objections in a positive, solutions based manner.
  • Ability to thrive in an environment of change and uncertainty.

Example of Current Activities:

  • Onboard and Manage Franchise locations: ARS/SE/Stillwater
  • Combine data files and complete analysis for multifaceted campaigns - across products/geographies/data sets -- ARS/Stillwater, Dabella, M&S etc. (3hr)
  • Set up new accounts in BBD/HIL Portal
  • Update all account configurations
  • Perform ad-hoc analysis (excel/Qliksense) for regular account performance reviews
    • Cleaning files
    • Set Gaps/Dial Cadence Analysis etc.
    • Source Analysis
    • Dup analysis
    • Identify trends/anomalies across data files - vivint/momentum/sunrun/
    • Adhoc investigation of problems
  • Calculate revenue impact of proposed changes and optimization strategies - product/source/territory etc. (3hr)
    • Size of zip list/Overlapping buyer impacts, RPL implications etc.
  • Volume/revenue forecasts for new opportunities - products/overlapping buyers etc. (2hr)


  • Work Hard Play Hard Culture
  • Flexible Paid Vacation
  • Tremendous Career Growth Opportunity
  • Monthly Company Events
  • Quarterly Department Outings
  • Free Snacks and Drinks
  • Weekly Catered Lunches
  • Great Location in Downtown Austin
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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • JavascriptLanguages
    • PHPLanguages
    • PythonLanguages
    • HTMLLanguages
    • CSSLanguages
    • SASSLanguages
    • jQueryLibraries
    • PreactLibraries
    • VueJSLibraries
    • HadoopFrameworks
    • LaravelFrameworks
    • MySQLDatabases
    • Google AnalyticsAnalytics
    • AxureDesign
    • IllustratorDesign
    • InVisionDesign
    • PhotoshopDesign
    • SketchDesign
    • AsanaManagement
    • ConfluenceManagement
    • JIRAManagement
    • SmartsheetManagement
    • TrelloManagement
    • WordpressCMS
    • SalesforceCRM
    • EloquaEmail
    • MarketoLead Gen


We are located in the heart of downtown Austin, right up the street from the capital with a rooftop patio overlooking Congress Ave.

An Insider's view of Modernize

What's something quirky about your company?

One of our core values is "Authentic, fun, and a little weird". Our employees here at Modernize are celebrated for their diverse backgrounds and experiences that make them each uniquely valuable to our company as a whole.

Christina Wells

Director of People Operations

What does your typical day look like?

Getting the opportunity to work on strategic projects and build projects from scratch. It's always really exciting when your executive team puts that level of faith in you to work a project from nothing to something very impactful to the business.

Ryan DuCharme

Enterprise Sales Director

How has your career grown since starting at the company?

Modernize gives all employees an opportunity to develop and grow at a pace that suits them while encouraging us to design our own path. I was hired as an Account Manager and showed interest in wanting to learn more on the marketing side, so they created a role for me and helped with the transition. A year later I couldn't be happier.

Barry James

Email Marketing Associate

How do you make yourself accessible to the rest of the team?

I foster an open environment where both problems and solutions can be openly discussed. I embrace a management philosophy called Radical Candor which encourages the team to care personally and challenge directly. By putting Radical Candor at the forefront of our team culture, we bypass non-productive behavior while focusing on growing Modernize.

Alan Godfrey

EVP Corporate Development/Customer Success

What’s the vibe like in the office?

It’s easy to cite that Modernize is stellar for our puppy policy, catered lunches, and unlimited PTO, but it is our culture that truly sets Modernize apart. Employees are thoughtfully set up to thrive and grow in our creative, collaborative, quirky community.

Cassie Morien

Senior Content Strategist

What are Modernize Perks + Benefits

Modernize Benefits Overview

The Modernize family is aware of just how much value each of our employees brings to our company. Because of this, we want to take care of our employees in return. We offer a plethora of perks and benefits to not only ensure our employees feel taken care of but also to create a fun and dynamic work environment that keeps them excited to come to work every day!

Volunteer in local community
Partners with Nonprofits
Friends outside of work
Eat lunch together
Intracompany committees
Daily stand up
Open door policy
Team owned deliverables
Team based strategic planning
Group brainstorming sessions
Open office floor plan
Health Insurance & Wellness Benefits
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Wellness Programs
Team workouts
Retirement & Stock Options Benefits
Performance Bonus
Child Care & Parental Leave Benefits
Flexible Work Schedule
Family Medical Leave
Vacation & Time Off Benefits
Unlimited Vacation Policy
Generous PTO
Paid Volunteer Time
Eligible employees get 4 weeks of paid sabbatical after their first 10 years of working at the company.
Paid Holidays
Paid Sick Days
Perks & Discounts
Beer on Tap
Casual Dress
Commuter Benefits
Company Outings
Free Daily Meals
Catered lunches 3 times/week
Game Room
Stocked Kitchen
Some Meals Provided
Happy Hours
$100 tax free monthly parking stipend
Pet Friendly
Recreational Clubs
Professional Development Benefits
Job Training & Conferences
Diversity Program
Lunch and learns
Acme Co. hosts lunch and learn meetings on occasion.
Cross functional training encouraged
Promote from within
Online course subscriptions available
Customized development tracks

Additional Perks + Benefits

Flexible Open PTO. FREE Food! Kegs on Every Floor. Catered Lunch 3 times/week. Flexible Hours. Company outings & Family Events. Full Shower Facilities. Career Development Focused.

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