Contractor Success Manager

Responsibilities

• Own and manage a portfolio of contractors, ensuring they meet quality, performance, and compliance standards
• Monitor contractor SLAs, including response times, acceptance rates, and customer satisfaction
• Conduct regular business reviews to ensure contractors remain aligned with platform expectations
• Support contractors with profile optimization, pricing guidance, and operational improvements
• Oversee payments and maintain accurate documentation in CRM tools like Salesforce
• Serve as the primary point of contact for contractor escalations and disputes
• Provide actionable feedback and coaching to help contractors improve communication and close rates
• Deliver onboarding, training, and ongoing education to support contractor success

Requirements

• 3–6 years in account management, customer success, partner management, or operations
• Direct experience working with contractors or small businesses in construction, remodeling, or home services
• Proficiency with CRM and workflow tools such as Salesforce
• Ability to analyze performance metrics using Google Sheets or Looker
• Excellent written communication skills for creating guides and documentation
• Strong organizational skills to manage multiple accounts simultaneously

Preferred Qualifications

• Experience in a marketplace environment (e.g., Thumbtack, Angi, TaskRabbit, Airbnb)
• Background in construction management, real estate, or homeowner services

About the Company

Realm is a marketplace focused on improving the remodeling experience for both homeowners and contractors.