Customer Success Manager

Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices, and creating a world-class experience for customers and team members. Our company portfolio includes a broad offering of attainable housing, and as a vertically integrated home builder, we are uniquely positioned to serve customers through every stage of the homeownership journey—building, selling, financing, and insuring homes.

About the Role

Customer Success Managers (CSM) are the frontline for all Clayton Home Building Group, building trusted business partnerships between our customers and our Home Building and Supply Facilities to provide value-added services that support sustainable growth and brand loyalty. This role combines traditional sales and market growth practices with world-class customer experience through training and teaching customers to improve collective business outcomes. By championing company initiatives, CSMs work to create efficiencies in product and inventory management, technology, product quality, and sales management to continuously increase value and ensure an overall world-class customer experience.

Responsibilities

• Create market and product strategy by studying assigned territories, market share potentials, and market growth opportunities.
• Execute sales and sales growth in assigned markets to supply the home building facility with the budgeted production run rate.
• Develop an empirical understanding of target audiences—their attitudes, behaviors, needs, and opportunities for engagement.
• Manage and maintain knowledge of products, merchandising, inventory management, and promotions, making adjustments as needed.
• Elevate housing and perceptions of the industry and brand through customer focus.
• Oversee successful and efficient implementation of training in technology, social media, service and parts processes, consumer insights, and other marketing initiatives.
• Continuously prospect new avenues to build market share while maintaining a focus on exceptional customer service to create brand loyalty and referrals.
• Maintain a vision of continuous coaching and idea-sharing with retail partners and home building facilities to ensure optimal growth.
• Organize sales responsibilities to maximize clarity, efficiency, and productivity to meet established goals.
• Identify opportunities for improving business processes to increase brand loyalty and drive customer referrals.
• Proactively address challenges while committing to providing customers with excellent services and products.
• Create engagement and awareness to positively influence Net Promoter Score (NPS) and customer referrals.
• Train retail partners on social and digital media best practices to ensure brand exposure in customer-relevant ways.
• Conduct visits to retail partners for hands-on training and product updates.
• Stay up to date on industry trends through frequent competitive analysis.
• Support the Production Team by ensuring order accuracy to minimize or eliminate change orders, special requests, and schedule changes.
• Perform other duties as assigned.

Requirements

• Associate’s (2-year) degree preferred, with a focus on business, sales, economics, marketing, math, or similar data-driven majors. Bachelor’s (4-year) degree a plus.
• 3+ years of work experience in Sales, Marketing Research, Market Intelligence, or Consulting.
• Excellent written and verbal communication skills.
• High level of personal integrity and adherence to business ethics, faithfully executing all applicable local, state, and federal regulations.
• Strong attention to detail, organizational, and analytical skills.
• Ability to work independently or in a team environment.
• Self-motivated, hard-working, determined, and assertive.
• Proficiency in Microsoft Office (Excel, Word, PowerPoint).

Physical Requirements

• Must be able to lift and carry up to 50 lbs.
• Work may require stooping, bending, crouching, crawling, pushing, and/or pulling.
• Must be able to communicate effectively via phone, email, and in person, exchanging accurate information with others.
• Work environment is not temperature-controlled and may involve exposure to extreme temperatures.
• Work primarily involves sitting/standing for up to 4 hours at a time.

Benefits

• Flexible health, dental, and vision benefits package for full-time team members.
• Competitive 401K programs with investment options and company matching after one year for full- and part-time team members.
• Paid parental leave.
• Tuition reimbursement.
• Employee Assistance Programs.
• Paid volunteer time through the Clayton Impact program for meaningful causes.
• Holistic wellness programs covering physical, nutritional, social, financial, spiritual, and occupational well-being, available online or in-person.