Customer Success Manager

ABOUT US Our mission at Renterra is to modernize the $100B+ equipment rental industry. Tactically, we are building an end-to-end platform that will massively improve the way rental companies run their businesses. Renterra is a Series A–backed, venture-funded SaaS company serving hundreds of rental businesses across the U.S. and Canada. As we scale, customer success is a core pillar of our growth strategy and getting customers live, confident, and successful quickly is critical to everything we do. JOB DESCRIPTION As a Customer Success Manager (CSM) at Renterra, you will own the customer journey from pre-onboarding through long-term success. Your primary responsibility is to get customers up and running successfully, ensuring they are properly set up, trained, and confident using Renterra in their day-to-day operations. You will partner closely with customers during implementation and training, then continue to manage the relationship post–go-live to drive adoption, retention, and growth. This role blends onboarding, enablement, relationship management, and proactive support, and is central to delivering an exceptional customer experience. This is a Chicago-based, hybrid role. KEY RESPONSIBILITIES PRE-ONBOARDING, SETUP & GO-LIVE - Partner with customers immediately post-sale to guide them through pre-onboarding and implementation - Lead system setup and configuration alongside customers, ensuring Renterra is tailored to their business workflows - Conduct live training sessions to educate customers on core functionality and best practices - Ensure customers successfully go live and feel confident using Renterra in their daily operations - Identify risks early in the onboarding process and proactively address them - Occasionally assist with in-person, onsite implementations when necessary ONGOING CUSTOMER SUCCESS & SUPPORT - Own long-term relationships for a portfolio of customers and serve as their primary point of contact - Proactively monitor customer usage, engagement, and health indicators - Lead ongoing check-ins and success reviews with customers - Respond to customer questions and coordinate with support, product, and engineering as needed - Advocate for customers internally while setting clear expectations RETENTION, GROWTH & FEEDBACK - Manage renewals and work to maximize retention and long-term value - Identify opportunities for expansion and execute upsells through additional products, features, or increased usage - Gather and synthesize customer feedback to inform product improvements and roadmap decisions - Partner closely with product and engineering teams to represent the voice of the customer QUALIFICATIONS - 3+ years of experience in Customer Success, Implementation, Onboarding, or Account Management at a SaaS company - Strong experience leading customer onboarding, setup, training, and go-live processes - Excellent communication and presentation skills - Proven ability to manage multiple customers and projects simultaneously - Comfortable balancing customer success with commercial outcomes, including renewals, upsells, and cross-sells - Comfortable working in a fast-paced, startup environment - Strong problem-solving skills and a customer-first mindset - Experience with SMB customers is a plus - Familiarity with the equipment rental, construction, or asset-heavy industries is a plus, but not required - Must be based in the Chicago area and able to work from the office in a hybrid capacity WHAT WE OFFER - Competitive salary and equity - Health, dental, and vision insurance - Flexible PTO policy - A supportive, customer-first team culture - Direct ownership over customer outcomes from day one - Opportunities for growth as the Customer Success organization scales This is an opportunity to play a high-impact, end-to-end role in helping customers successfully adopt a modern rental software platform. If you enjoy onboarding customers, teaching software, building long-term relationships, and being hands-on with customers from day one, we’d love to hear from you. Renterra is an Equal Opportunity Employer.