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Broccoli AI is building AI teammates for contractors in plumbing, HVAC, and electrical services. The company has grown to $15M+ ARR in under two years and is backed by Khosla Ventures and Y Combinator. Broccoli's AI agents handle phone answering, appointment booking, customer follow-up, and revenue recovery while integrating with platforms like ServiceTitan.
As a Customer Success Manager, you will own a portfolio of customers ranging from SMB to enterprise accounts. Your primary responsibilities include driving adoption and usage of Broccoli's AI agents, identifying and executing expansion opportunities (additional call volume, new products like inbound/outbound/QA, multi-location expansion), monitoring account health through data-driven metrics (usage, bookings), running customer onboarding to ensure rapid time-to-value, and collaborating with product and engineering teams to improve outcomes. You will be accountable for customer happiness, product usage, and net dollar retention (NDR).
The role requires an analytical mindset—you must be comfortable working with data and metrics to quickly identify what's working and what isn't. You should have an operator mentality, taking initiative without waiting for instructions and thinking in terms of workflows and outcomes rather than individual tasks. AI-native capabilities are essential; you should actively use tools like Claude to move faster and automate your work, always seeking leverage. Revenue orientation is critical—you understand that your job is to grow accounts, not simply support them, and you're comfortable identifying and pushing upsells. Finally, you must be customer-focused but not soft; you care deeply about customer outcomes (revenue, bookings, efficiency) and are willing to push customers to change how they operate.
Success in this role means your accounts expand consistently, you achieve high product adoption and usage across your customer base, you maintain low churn with high NDR, customers see clear ROI from Broccoli, and you manage an increasing number of accounts over time without sacrificing quality through systems and AI leverage.
REQUIREMENTS
The posting does not explicitly state years of experience, education, or formal certifications. However, the role requires: comfort with data and metrics; ability to quickly assess performance drivers; proactive operator mindset; proficiency with AI tools (Claude); revenue-growth orientation and comfort with upselling; customer outcome focus combined with willingness to challenge customers on operational changes.
