Client Success Associate | HVAC / Engineering Exp

About Rebar

Rebar is building the next-generation operating system for commercial HVAC, Electrical, and Plumbing suppliers and subcontractors. Our V1 quoting product has scaled to 500+ quotes per day and we've doubled our annual recurring revenue in the first six weeks of 2026. Fresh off our $14M Series A (funded by the world’s best construction-tech investors), we’re entering our next phase of growth and are building out our Client Success team.

You’ll work directly with the Client Success (CS), Product, and Sales teams to support clients and build the systems that will define Rebar’s CS motion. We’re transforming the $250B HVAC industry with AI-native software—an industry still largely untouched by modern tools. This is your chance to get in early.

Our first product is live and scaling fast. To keep delivering the exceptional support that got us here, we need an Implementation Manager to own Client onboarding, training, and early-stage success. You’ll work to build the playbook that powers Rebar’s customer experience. We’re tackling a $250B industry that’s barely digitized—this is your chance to get in at ground level.

The Role

This is not a traditional support role.

You won’t just be answering tickets, you’ll be learning the product deeply, understanding how our clients actually work, and becoming a trusted resource for day-to-day problem solving.

You’ll own inbound communication across channels and ensure every client interaction is fast, helpful, and high quality. At the same time, you’ll act as the main point of contact for SMB accounts, helping them stay unblocked and getting true value from the platform.

This role is designed for someone skilled in HVAC/Engineering that wants exposure to Client Success, Product, and Operations—and is excited to grow with a rapidly expanding team of experts.

What You’ll Do

• Own and manage inbound client communication across tickets, messages, email, and video/phone

• Respond quickly and effectively to client questions, issues, and requests

• Troubleshoot product issues and escalate when needed

• Serve as the primary point of contact for SMB accounts

• Ensure clients stay unblocked and can continue their workflows without disruption

• Partner with CSMs to support larger accounts and ongoing client initiatives

• Work closely with Product and Engineering to surface bugs, feedback, and trends

• Maintain CRM and ticketing systems with strong attention to detail

• Help build and refine support processes, macros, and internal documentation

• Identify patterns in inbound requests and help improve efficiency over time

A typical day might look like:

• 30–50 inbound client messages across chat, email, and phone

• 3+ live troubleshooting calls with clients

• Coordinating with CSMs and Product on escalations and product feedback

• Supporting SMB clients with ongoing usage questions

• Improving help docs or internal workflows

What Success Looks Like

• 2 Weeks: You understand the product basics and can handle simple inbound requests

• 30 Days: You’re independently managing inbound volume and resolving most issues

• 60 Days: You’re owning SMB client communication and proactively identifying patterns and improvements

Who You Are

• 0-2 years in a technical or operational role within the Commercial HVAC/Mechanical industry (e.g., Estimating, Project Management, or MEP Design)

• HVAC industry familiarity (required)

• You enjoy solving problems quickly and helping people in real time

• You’re highly responsive and take ownership of every interaction

• You’re detail-oriented and organized, even in high-volume environments

• You’re comfortable learning new tools and systems quickly

• You communicate clearly and professionally

Nice to Have

• Experience in customer or technical support, help desk, or client-facing roles

• Familiarity with CRM or ticketing systems (Zendesk, HubSpot, Intercom, etc.)

• Startup or fast-paced environment experience

• Basic technical or product troubleshooting skills

Compensation & Benefits

• Salary: $75k–$85k (depending on experience)

• Equity: Meaningful grant, commensurate with experience

• Benefits: Medical, dental, and vision coverage

• Perks: Free lunches and dinners

This is a full-time, onsite role based in NYC’s Flatiron District, steps from Madison Square Park and Union Square. You’ll work side-by-side with a high-performing team, gain exposure across Client Success and Product, and play a key role in scaling support for an industry being transformed by AI.

Compensation Range: $75K - $85K