Customer Success

About Neighbor Serve:

From plumbers to pools, handymen to remodels, we make it easy to get home projects done with pre-vetted contractors, VIP pricing, and priority service.

We are an efficient, AI-enabled services company serving neighbors, contractors, and our team. We are winning in Indy and will repeat our playbook to expand to new markets. We are scaling trust, the critical ingredient missing from the national ad-driven models that proliferate in home services.

85% of revenue is referred.

We have spent 2 years learning and building proprietary data on homes and vetting over 2,000 contractors.

Our AI platform is making it incredibly efficient to match the ideal contractor for each neighbor. We can chat with our homes to know what it needs, who can help, and how much it should cost.

When business owners live in the communities they serve, they treat customers like neighbors. They care more and deliver better service. You won’t see every contractor…just the top 5% of trusted pros. Neighbor Serve helps you save time, worry less, and care for your home.

Learn more about Neighbor Serve in this IBJ Article!

Role Overview: Customer Success Manager

You will own adoption and engagement across three connected programs that drive the Neighbor Serve flywheel: Home Concierge licenses sold through builders, the Contractor Co-Op, and the Neighbor Club. Your job is to turn sold accounts and signed partners into active, engaged users who refer others.

A Day in the Life

Home Concierge Adoption: Drive activation and usage of Home Concierge licenses already sold through builder partners. You will own onboarding, first-use milestones, and ongoing engagement so homeowners take advantage of the builder gift.
Contractor Co-Op Adoption: Work directly with contractors in the Co-Op to make sure they are engaged, showing up for jobs, and getting maximum value. Build relationships, surface wins, and address any friction.
Neighbor Club Growth: Grow the Neighbor Club by working through contractors and partners as distribution channels. Equip them with what they need to bring neighbors into the club and keep them active.
Relationship Management: Build real relationships with builders, contractors, and neighbors. Treat every partner and client like a neighbor because they often are.
Onboarding & Training: Walk new builders, contractors, and neighbors through the platform. Make the first experience so clear that they keep coming back.
Problem Solving: When a homeowner, contractor, or builder hits a wall, you step in. Coordinate with the service team and technical team to get it resolved and close the loop.
Feedback Loop: You are the ears of the company. Capture what is working and what is not, and bring it back so we keep improving the product and the playbook.

Success

Success in this role is measured by active, engaged users across all three programs and the referrals those users generate. This includes:

High activation and ongoing usage rates on Home Concierge licenses sold through builders.
Engaged, active contractors in the Co-Op who are taking jobs and referring other pros.
Consistent growth in Neighbor Club membership driven through contractor and partner channels.
Strong retention and referrals, keeping us above the 85% referred revenue benchmark.
A repeatable adoption playbook we can use as we expand to new markets beyond Indy.

Traits for Success

High Integrity: You do what you say you will do. Builders, contractors, and neighbors trust you.
Relationship-Driven: You genuinely like people and build trust quickly. You remember names, stories, and what matters to them.
Self-Starter: You do not wait to be told what to do. You see the opportunity and go after it.
Entrepreneurial Mindset: You roll up your sleeves. You treat this business like it is your own.
Organized: You can manage a lot of accounts and moving pieces without dropping the ball.
Coachable: You take feedback well and apply it. You are always getting better at the craft.

Required Skills

Customer-Facing Experience: 2+ years in customer success, account management, or a similar role where adoption and retention were on the line.
Communication: Strong phone, in-person, and written communication. You can explain things simply and listen well.
CRM & Tools: Comfortable in a modern CRM and with everyday business tools. You keep your accounts organized and your notes current.
Home Services or Real Estate Background (preferred): Experience working with contractors, builders, or homeowners is a strong plus.
Local to Indy: This role is relationship-driven and community-based. You need to be in market.

Weekly Activities for Success (80% of your time)

Builder & Homeowner Outreach: Onboarding calls, check-ins, and adoption nudges for Home Concierge license holders.
Contractor Check-Ins: Regular touchpoints with Co-Op contractors to keep them engaged and hearing from us.
Neighbor Club Activation: Working with contractors and partners to sign up and activate new Neighbor Club members.
Account Management: Keeping CRM notes, activity logs, and adoption metrics current.
Issue Resolution: Handling questions and problems fast, looping in the right team members when needed.
Reporting: Sharing adoption and engagement numbers with leadership on a regular cadence.

Possible Projects / Responsibilities (20% of your time)

Playbook Development: Documenting what works so it can be repeated as we expand to new markets.
Events & Community: Hosting or attending builder events, contractor meetups, and neighborhood gatherings.
Referral Programs: Building out referral motions that turn happy neighbors and contractors into new business.
Cross-Team Collaboration: Partnering with the service coordinators and product team to improve the end-to-end experience.