Customer Success Manager

Customer Success Manager

At WinChoice, we believe an exceptional customer experience doesn't end when the sale is made, it begins. We're looking for a Customer Success Manager to lead our team of Customer Success Advocates, ensuring every homeowner feels informed, supported, and confident from contract through completion.

You'll combine hands-on team leadership with a genuine passion for customer experience, coaching your team to deliver outstanding service day to day, while personally owning the toughest escalations and driving continuous improvement across the WinChoice Customer Journey.

If you're a natural leader who thrives on building strong teams, solving problems, and creating lasting customer relationships, we'd love to meet you.

What You'll Do

Team Leadership

• Hire, train, and coach a team of Customer Success Advocates, setting clear performance expectations and providing ongoing feedback.
• Conduct regular one-on-ones and team meetings to review caseloads, share best practices, and work through challenges.
• Build and manage advocate schedules to ensure consistent coverage and timely customer follow-up.
• Develop and maintain onboarding and training materials for new advocates joining the team.

Customer Experience Oversight

• Own the WinChoice Customer Journey end to end, ensuring every stage from contract to installation to close-out meets company service standards.
• Serve as the escalation point for complex or unresolved customer concerns that advocates can't close independently.
• Partner with Sales, Scheduling, and Installation teams to remove roadblocks affecting customer experience and installation readiness.
• Monitor customer accounts and advocate caseloads to ensure follow-up expectations and service standards are consistently met across the team.

Process & Performance

• Track and report team-level KPIs, response times, resolution rates, review generation, referral conversion to leadership.
• Identify trends in customer feedback and escalations, and recommend process improvements.
• Maintain and audit customer records and communication logs in HubSpot for accuracy and completeness across the team.
• Own the referral and online review programs at a strategic level, setting team targets and tracking performance against them.

Preferred Qualifications

• Previous supervisory or team-lead experience in a customer service, customer success, or call center environment.
• Experience using CRM software, preferably HubSpot, including reporting and dashboard functions.
• Experience in the home improvement, construction, or service industry is a plus.

Responsibilities

• Respond promptly to customer inquiries via phone, email, or chat.
• Provide accurate information regarding products and services.
• Assist customers with order placement, tracking, and returns.
• Resolve customer complaints and issues with professionalism and empathy.
• Maintain detailed records of customer interactions and transactions.
• Collaborate with team members to improve service delivery and client satisfaction.
• Stay informed about product updates and company policies to provide informed support.
• Uphold high standards of phone etiquette and client services.

Skills

• Excellent communication skills, both verbal and written.
• Proficient in computer usage and office software applications.
• Resolve customer issues efficiently and effectively.
• Work diligently to assist customers at all costs, maintaining a high standard of service.
• Ability to work independently as well as part of a team.
• Strong problem-solving skills and attention to detail.

Requirements

• High school diploma or equivalent; Associate's or Bachelor's degree preferred.
• 2+ years of customer service, customer success, or account management experience, including prior experience leading, mentoring, or training others.
• Excellent verbal and written communication skills.
• Strong organizational skills with the ability to manage multiple priorities and competing deadlines in a fast-paced environment.
• Proven problem-solving and conflict-resolution ability, including experience handling escalated or difficult customer situations.
• Proficiency with Microsoft Office.
• Comfortable learning new software and technology, and training others on it.