Senior Customer Success Manager

• Relationship Management: Serve as the main contact for a customer portfolio, building relationships with stakeholders and understanding customer goals.
• Customer Success & Value Realization: Lead onboarding, develop success plans, and educate customers on the process.
• Retention & Expansion: Monitor customer health to identify risks and strategies for retention, identify upsell/cross-sell opportunities, and collaborate with sales on renewals and expansion.
• Advocacy & Collaboration: Advocate for customer needs internally, collaborate with other teams for a cohesive approach, and resolve customer concerns.
• Data & Insights: Monitor key success metrics, analyze usage data, and create reports on customer outcomes.
• Issue Resolution & Service Oversight: Oversee and ensure the timely resolution of punch lists, service requests, and warranty claims from initiation to completion.
• Team Leadership: Lead and manage the service team, consisting of 12 field technicians.
• Customer Success Platform Experience: Schedule service activities and follow up consistently through our CRM system to ensure accountability and client satisfaction.
• Evaluate opportunities to increase customer satisfaction, expansion, and retention.
• Work cross-functionally with Sales, Production and Marketing to ensure customers have the full power of Airoom behind them.

• 10+ years of client-facing and client success experience in a service based B to C business involving project based, high-value, longer sales cycles. This position is not suited for transactional or product-based sales and service environments. Our typical client engagement spans 1218 months and involves residential design/build projects ranging from $100K to over $3M. Proven success in managing long-term relationships for 100 or more concurrent clients and guiding clients through extended decision-making and project deliverables processes is essential.
• Service oriented and a problem solver when addressing concerns.
• Excellent problem-solving and critical-thinking abilities.
• Solid organizational and time management skills.
• Proficiency in CRM and customer success platforms.
• Ability to apply technological solutions to business problems.
• Ability to influence stakeholders.
• Preferred skills and qualifications
• Bachelors degree in business, marketing, communications, or a related field with relevant certifications.
• Familiarity with enterprise systems and customer feedback tools.
• Experience with post-sale client support, warranty management, or service operations.

Compensation details: 85000-95000 Yearly Salary

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