Client Success Manager

Client Success Manager
Green Horizons Lawn Care · An Arc Outdoor Company
About Green Horizons Lawn Care
Green Horizons Lawn Care is a full-service lawn and landscape company that has been serving
residential clients across the Twin Cities metro for 37 years. We are part of Arc Outdoor, a
Minnesota-based holding company built to grow outstanding local outdoor services businesses.
Our mission: Deliver a “wow” customer experience powered by today’s technology to automate
ordinary tasks and empower extraordinary people to better serve their customers.
Mission of the Role
"Make every Green Horizons customer feel taken care of and increase lifetime value."
The Client Success Manager is responsible for ensuring that every customer interaction with
Green Horizons results in a positive experience that builds long-term loyalty. This role serves as
the primary point of contact for customer questions, concerns, and proactive outreach.
The Client Success Manager will communicate with clients daily to solve problems, ensure
service satisfaction, generate reviews, and identify opportunities to add services that improve
the customer's property and experience.
This role is a blend of customer service and light sales, with the primary focus on customer
satisfaction, retention, and relationship building.
Compensation
• Base Salary: $65,000
• Commission: 5% on all additional services sold to existing customers or new services
added to accounts
• Commission applies to any upsell or new service added, excluding payments for
services the customer has already purchased
Reporting Structure
This role reports to the Head of Sales & Marketing.
Work Schedule
Typical schedule: 10:00 AM – 6:00 PM. Schedule may vary depending on seasonal business
needs, particularly during snow season when earlier hours may be required to assist with
customer communication.
Work Arrangement
Training Period
• First 90 days in-office
Post-Training
• Hybrid option available
Client Success Manager — Job Description
Confidential — Green Horizons Lawn Care Page
• Up to 3 days remote / 2 days in office (to be evaluated after 90 days)
Tools & Systems
The Client Success Manager will use the following systems daily:
• Aspire — Customer management and service platform
• CallRail — Call tracking and communication system
• Internal communication with the operations team
A company computer and necessary equipment will be provided.
Core Responsibilities
Customer Communication
• Answer inbound calls from customers regarding services, scheduling, billing, or
concerns
• Respond promptly to ensure excellent customer service and fast response times
• Maintain a calm, professional, and solutions-oriented tone
Problem Resolution
• Solve customer issues quickly and professionally
• Issue service credits or refunds up to $100 without approval
• Coordinate with operations to reschedule services when necessary
• Ensure the customer feels heard and taken care of
Proactive Customer Outreach
• Conduct 10–20 proactive customer calls per day
• Check in with customers about service quality
• Identify concerns before they become complaints
• Strengthen relationships with key clients
Review Generation
• Request customer reviews following positive service experiences
• Responsible for generating a minimum of 10 customer reviews per month
Service Upsells
• Identify opportunities where additional services would benefit the customer
• Offer relevant services such as lawn care treatments, aeration, overseeding, irrigation
services, and seasonal services
• Add services directly within the Aspire system
Customer Experience Ownership
• Ensure every interaction reinforces Green Horizons' reputation for reliability and
professionalism
• Take extreme ownership of customer outcomes
• Escalate operational issues when necessary to ensure resolution
Key Performance Indicators (KPIs)
The Client Success Manager will be evaluated based on:
Customer Experience
Client Success Manager — Job Description
Confidential — Green Horizons Lawn Care Page
• Customer satisfaction
• Positive customer feedback
Responsiveness
• Fast call response time
• Timely problem resolution
Customer Reviews
• Minimum 10 new reviews per month
Sales Contribution
• $200,000 per year in additional service sales ($10,000 incentive)
Customer Retention
• Helping maintain long-term relationships with Green Horizons clients
Decision-Making Authority
This role is empowered to solve problems and take action to ensure customer satisfaction.
Authority includes:
• Issuing service credits up to $100
• Issuing refunds up to $100
• Rescheduling services in coordination with operations
Ideal Candidate Profile
This role is best suited for someone who is:
• Highly empathetic and service-oriented
• Organized and detail-focused
• Comfortable speaking with customers all day
• Calm under pressure when solving problems
• Able to balance service with identifying opportunities for additional services
This position requires approximately 70% customer service and 30% sales mindset.
Core Values Alignment
People First
We prioritize the customer experience in every interaction. Our goal is to ensure every client
feels valued, respected, and taken care of.
Extreme Ownership
We take responsibility for solving problems and making things right for our customers.
Action Taker
We respond quickly and proactively to customer needs.
Growth Mindset
We continuously improve how we serve customers and strengthen relationships.
Employment Details
Client Success Manager — Job Description
Confidential — Green Horizons Lawn Care Page
• Employment is at-will in the State of Minnesota
• No benefits are currently associated with this position
• Equipment will be provided to support both office and remote work environments