Customer Success Representative

Innovative is built by people who take ownership of their work and pride in thesolutions they deliver. From engineering and fabrication to installation and service, ourteams work together to support critical industries that cannot afford downtime. Wefocus on building meaningful careers and strong teams. Customer Success Representative Details: Salary: Dependent on Experience Posted: 2026-06-18 Employee Type: full-time Travel Required: No Description: Customer SuccessRepresentative Innovative Refrigeration Systems, Inc. is looking for a proactive and service-oriented Customer Success Representative in Lyndhurst, VA. This position supports customers who use our Software as a Service (SaaS) products, ensuring they are onboarded effectively, trained thoroughly, and fully supported throughout their journey with us. Innovative Refrigeration Systems, Inc. is a premier custom design build contractor for industrial refrigeration systems, providing design, fabrication, construction, commissioning, and service in-house. Job Role: The Customer Success Representative (CSR) acts as the primary advocate for customer satisfaction after the sale has been closed. This position facilitates onboarding, delivers training, and manages customer relationships for our SaaS products. The CSR will take initiative to ensure customers are achieving success and are satisfied with their software experience. Key Duties: Serve as the primary point of contact for clients following the sale of SaaS products Manage the full customer lifecycle: onboarding, implementation, adoption, satisfaction, and retention Conduct activation webinars for new clients Schedule and coordinate software training sessions Respond to customer support tickets and follow up on resolutions Analyze customer engagement metrics to guide outreach Build lasting client relationships as a trusted advisor Conduct regular account health checks Reach out quarterly to clients to identify new opportunities Work cross-functionally with departments to assist customers Support Sales in upselling additional products to existing clients Collaborate with colleagues on software and non-software-related client needs Requirements: 2+ years of general customer service experience preferred Professional communication skills via phone and email Proficiency in Microsoft Office Suite, internet research, and data entry Familiarity with CRM or helpdesk tools (Salesforce, HubSpot, etc.) is a plus Detail-oriented and capable of handling multiple tasks Excellent problem-solving skills Able to work independently and as part of a team Must be able to remain in a stationary position (seated or standing) for extended periods Occasionally, you may need to lift or carry items up to 25 pounds (e.g., office supplies, small equipment) Preferences: Previous experience in a SaaS customer-facing role Background in coaching, training, or teaching In addition to a competitive base salary, we offer a robust benefits package: Retirement plan; company matches dollar for dollar up to 15% Health insurance; company pays 75% of the premiums for employee/family Vision insurance Weekly pay Competitive vacation & holiday pay Short-term & long-term disability coverage Accidental death/dismemberment coverage after one year of employment Life insurance coverage after one year of employment Employee referral incentives Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available Discounts on cell phone plans, rental vehicles, and other company discounts for eligible positions If you are driven to succeed and want to be part of a rapidly growing company at the forefront of the industry, apply today! #J-18808-Ljbffr