Customer 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. Mission of the Role Make every Green Horizons customer feel taken care of and increase lifetime value. 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 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 – up to 3 days remote / 2 days in office (to be evaluated after 90 days) Tools & Systems Aspire – Customer management and service platform CallRail – Call tracking and communication system Internal communication with the operations team 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) Customer Experience 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 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 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 #J-18808-Ljbffr Air Comfort, Inc