Customer Success Manager at NGT Corporation - a Master Franchisee of the COVERALL® brand in Columbia, Maryland

Customer Success Manager

We're looking for a Customer Success Manager who thrives on building relationships, solving problems, and empowering others. In this role, you'll act as the main point of contact for existing customers, ensuring they receive top-tier service and support. You'll also work closely with our local franchisees, providing hands-on training and mentorship to help them succeed in their day-to-day operations. This is a great opportunity for someone who loves to be out in the field, is proactive, and enjoys a mix of customer engagement, service, and operational support.

Serve as the primary liaison for a portfolio of existing customers, maintaining ongoing communication and managing service satisfaction.

Conduct new customer onboarding, ensuring a smooth and positive setup process

Deliver field-based and classroom training to both new and existing franchisees on operational procedures, service standards, and client management

Provide quotes and proposals for additional services, helping customers maximize the value of their partnership

Document all customer and franchisee interactions in internal system

Address service-related inquiries and resolve any client issues with professionalism and urgency

Occasionally assist with loading or preparing equipment for franchisees (light-duty, hands-on support)

Prior customer service, client-facing, or account management experience (2+ years preferred)

Strong communication and interpersonal skills

Ability to train, coach, and motivate others - both one-on-one and in group settings

Organized, dependable, and able to manage multiple tasks simultaneously

Comfortable with light physical tasks and occasional fieldwork

Proficiency in Microsoft Office; CRM experience a plus

Valid driver's license and ability to travel locally (fuel allowance provided)

$55-$60k base salary

Fuel and cell phone allowance

Commission opportunities ($3,000-$5,000)

Performance-based raise program

Full benefits package: medical, dental, vision

401(k) with company match

Paid training and ongoing professional development

Company-sponsored annual tropical trip for top performers

Supportive, inclusive team culture

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