Customer Success Manager

Customer Success Manager

The Customer Success Manager (CSM) exists to maximize the long-term value of Renovia's strategic customer relationships. Each CSM owns an assigned portfolio, which may take the form of a national account program, a dedicated customer segment, or a defined set of accounts. The CSM serves as the connective tissue across Sales, Program Management, Central Account Operations, Operations, Finance, Marketing, and the customer, the CSM ensures every strategy account experiences one coordinated Renovia while driving customer health, retention, expansion, and executive alignment. Success is measured by the long-term growth, health, and profitability of the customer relationship stemming from the experience with Renovia and the CSM.

Key Responsibilities:

• Portfolio Ownership & Account Coordination
• Serve as the primary internal operational lead for assigned portfolio
• Own cradle-to-grave coordination across all active projects within their portfolio
• Maintain alignment between customer expectations, sales strategy, and operational execution
• Ensure all stakeholders understand roles, responsibilities, timelines, and deliverables
• Customer Experience & Relationship Management
• Build trusted relationships with customer stakeholders across facilities, operations, procurement, and leadership teams
• Drive proactive communication and transparency throughout project execution
• Lead recurring customer touchpoints, business reviews, and performance updates
• Ensure customer issues are resolved quickly with clear ownership and accountability
• Strategic Account Ownership & SOP Management
• Maintain operational SOP's, develop and execute specific Customer Playbooks in correlation with organizational SOP's, workflows, communication plans, and execution standards
• Ensure consistency across all projects, branches, and subcontractor teams in correlation with CAO team
• Partner with operations teams to continuously improve execution quality and efficiency
• Identify process gaps and implement scalable improvements
• Customer Health & Expansion
• Identify opportunities for increased share of wallet within assigned accounts
• Support account expansion efforts through relationship development, operational excellence, and customer insight
• Partner with sales leadership to execute strategic account plans
• Surface upcoming opportunities, risks, and customer needs proactively
• Execute quarterly business reviews with key clients to ensure alignment and identify improvement areas
• Executive Business Management
• Track and communicate key portfolio metrics, trends, and performance indicators
• Maintain visibility into project status, financial performance, customer health, and operational risks
• Deliver reporting and insights that support executive-level customer conversations
• Assist in forecasting program activity and growth opportunities
• Cross-Functional Leadership
• Coordinate across sales, operations, finance, scheduling, permitting, and field leadership
• Drive accountability internally to ensure commitments are executed consistently
• Act as the "glue" that keeps all moving parts aligned and progressing

Education / Knowledge / Requirements:

• High school diploma
• Associate or bachelor's degree in business administration or similar preferred
• Experience with Salesforce preferred
• Exceptional interpersonal and customer service skills
• Familiarity with sales reports, dashboards, and spreadsheet
• Attention to detail
• Proficient with Microsoft suite of products, Excel, Word, PowerPoint

About Renovia

Renovia is in the commercial construction industry specializing in coatings and repairs. Renovia's serve first mentality provides long lasting customer partnerships. Our passion lies in building relationships with customers to solve their problems. All projects begin with a foundation of respect and trust, which we embrace as an opportunity to prove our reliability and expertise. Success is measured in our ability to consistently deliver timely, professional, quality work that allows us to continue strengthening these relationships. At Renovia, our painting expertise is the framework of our business, yet our goals are greater. Our purpose is to be a light by improving and providing a lasting, positive impact in the communities we serve.

Benefits:

• Company MacBook and iPhone
• Open PTO policy
• Health benefits start on the 1st of the month
• HSA match up to $812.50 per year for individual, $1625 for family
• 401(k) match at 100% of the first 3 percent, 50% match for the 4th and 5th percent

Renovia provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability or genetics.