Client Success Account Manager

About Your Haven Design

Your Haven Design is a productized design system built for outdoor living contractors. We produce 3D and 2D designs at scale that help contractors sell more jobs, increase their margins, and run cleaner operations. We're not a design agency --- we're a subscription-based production system operating at 250 designs per month with a team of 60, scaling to 650 designs per month within the next 18 months.

Our members are Pro and Platinum contractors across the country who rely on us to power their sales process through the Design First methodology --- using design as a sales tool before a single shovel hits the ground.

About the Role

We're hiring a Client Success Account Manager to own the contractor relationship entirely.

This is a fully remote, full-time position reporting directly to our Head of Operations. You are the primary point of contact for every Pro Member on our roster. You own onboarding, ongoing relationships, churn prevention, and growth within the existing book of business.

You are not reactive support. You are a proactive relationship builder who is constantly in conversation with contractors, learning their business, identifying what's working and what isn't, and finding ways to help them get more out of Your Haven.

You will travel. When a relationship warrants it, you get on a plane and go see them.

What You'll Own

• Run all onboarding calls for new Pro Members --- set expectations, walk them through the system, make sure their first job is set up for success
• Maintain a regular outbound call cadence with every active member --- know their business, their pipeline, their goals
• Own churn prevention --- maintain Red/Amber/Green health scores monthly, catch deteriorating relationships early, handle first-line client issues
• Identify and execute upgrade conversations from Pro to Platinum
• Monitor Starter Member design usage and process overage billing through Stripe
• Serve as the first escalation point for our Project Coordinator on all contractor-facing communication in Monday.com
• Document every call --- Google Meet recordings and transcripts filed in Notion within 24 hours, every time

Who You Are

• 2--4 years in client success, account management, or a B2B client-facing role
• Experience in a subscription business --- you understand what churn actually costs
• Naturally outgoing and likeable --- contractors trust you quickly because you're direct, you listen, and you follow through
• Systems-focused by nature --- you think in processes, not tasks
• AI-first --- Claude is already part of how you work day-to-day, not something you're experimenting with
• Obsessed with documentation --- you do it immediately because you understand it compounds
• Highly organized and self-managing --- remote work suits you
• Experience with Monday.com, Notion, or Stripe is a plus
• Background in construction, home services, or the trades is a bonus but not required

To Apply

Send a short note --- not a cover letter --- answering three questions:

1. Tell us about a client relationship you owned and what happened to that account because of your work.
2. How do you use AI tools in your day-to-day work? Be specific --- what tools, how often, what does it do for you.
3. How do you stay organized managing multiple relationships at once? What's your system?

Attach your resume and send to [email protected]

We read everything. We respond to the ones that make us want to know more.