Customer Success Manager

Full-time, fully remote position. Must be English-speaking. Hours: 9:00 am to 5:00 pm CST.

About the role

Own the full client lifecycle: from lead capture through post-install relationship management and ongoing support. This highly operational role requires someone who pushes things forward, maintains clean systems, and ensures no gaps across sales, delivery, and customer experience. You will be the central point of coordination across inbound leads, client onboarding, installation, and long-term account management.

Responsibilities

• Respond to inbound Webflow submissions, calls, and email inquiries
• Follow up with leads from events and conferences
• Source and engage leads from LinkedIn and Instagram
• Qualify leads using defined criteria and route to sales
• Ensure every deal has a clear next step and momentum
• Maintain HubSpot with accurate, up-to-date deal stages and contact information
• Organize all client documentation and files
• Establish and enforce process consistency across pipeline and client records
• Keep clients informed on build and installation timelines
• Coordinate pre-install requirements and confirm site readiness
• Manage scheduling and placement coordination
• Ensure a smooth handoff from sales to delivery
• Own ongoing client relationships with regular check-ins
• Manage onboarding including care, programming, and upsells
• Maintain documentation and ensure clients understand system usage
• Support and coordinate client events
• Manage support tickets end-to-end (intake through resolution)
• Coordinate troubleshooting, repairs, replacements, and warranty issues
• Track resolution timelines and associated costs
• Maintain logs related to system health and service history
• Educate clients on maintenance and system care
• Serve as point of contact for mineral product customers
• Manage inquiries, ordering, and coordination with suppliers
• Track deliveries and confirm receipt
• Follow up with clients and gather feedback
• Drive upsells through customer relationship and referrals

Requirements

• 4+ years in customer success, account management, or client operations
• Experience managing both inbound leads and post-sale client relationships
• Strong operational mindset — able to manage details, timelines, and follow-ups without oversight
• Comfortable working across CRM systems (HubSpot preferred)
• Strong written and verbal communication skills
• Highly organized with strong attention to detail
• Proactive and assertive — willing to push clients and internal teams to keep things moving
• Able to operate across multiple workflows without losing structure

Nice to have

• Experience in hospitality, luxury, wellness, construction, architecture, or water systems
• Experience supporting both B2B and D2C customers
• Familiarity with Shopify or product-based operations
• Background in managing events or client experiences

Pay

$2,100/month