Senior Customer Success Manager - On site

Airoom, a nationally recognized leader in the residential Design & Build field since 1958, specializes in home additions, kitchens. Interior and exterior, remodeling and new custom home construction, is seeking a Customer Success Manager to interact and support its customers through their remodeling and building journey. The company is committed to delivering exceptional value and fostering long-term partnerships with its customers.

Job Summary

The Customer Success Manager role will focus on ensuring that customers achieve their desired outcomes, maximizing satisfaction and retention, and building strong relationships. Responsibilities include guiding onboarding, helping with transitioning through architecture, development and construction, addressing concerns, advocating for customer needs and directing service and warranty. The ideal candidate should be passionate about customer success with strong relationship management, problem-solving, and communication skills.

Key Responsibilities

• 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 1–2 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.

Required Skills and Qualifications

• 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 12–18 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
• Bachelor’s 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.

Full Benefits Package: Medical, Dental, Vision, Life, 401K, Short Term Disability, Long Term Disability, On-Site Fitness Center and Paid Vacation/Personal Time Off.

To learn more about Airoom, please visit our website at airoom.com

Location: Lincolnwood, IL

Job Type: Full-time

Compensation details: 85000-95000 Yearly Salary

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