Customer Success Manager

Neville’s helps homeowners protect and improve their homes with expertly installed gutters, gutter protection, siding, windows and doors, three-season porches, and awnings. We believe in skilled tradesmanship, safe jobsites, clear communication, and doing work the right way. Our customer promise is simple: No Surprises, No Silence. Customers should never wonder what we’re doing, what happens next, what it will cost, or when we’ll be done.

About the role

We’re hiring a Customer Success Manager — but this is not a desk-only customer service role. This is a field-technical leadership position for someone who understands exterior remodeling, enjoys solving problems on site, and takes pride in making sure jobs are scoped, measured, ordered, scheduled, and installed correctly. The ideal candidate is part field expert, part diagnostic problem-solver, part quality-control champion, and part trusted customer advisor. You’ll be the person who sees what others miss: the hidden rot, the moisture issue, the measurement detail, the safety concern, the change-order need, or the job-readiness problem that could cause delays later. You’ll work closely with our Customer Success Advocate, who supports estimating workflow, customer communication, scheduling coordination, and documentation. Your role is to provide the technical field expertise and approvals that help the whole team succeed.

Responsibilities

• Complete diagnostic / estimate site visits for gutters, siding, windows/doors, porches, and related exterior projects.
• Take accurate photos, measurements, and notes so the CSA can create a materials list and begin the estimating process.
• Review and approve estimates before they are delivered to customers.
• Verify final measurements and approve material orders before purchasing.
• Diagnose job-site problems, including concealed rot, moisture issues, structural concerns, and installation constraints.
• Make stop-work decisions when safety, scope, structural, moisture, or quality concerns require work to pause.
• Visit job sites periodically to check progress, provide quality-control oversight, answer technical questions, and confirm whether crews need anything.
• Price change orders and secure customer approval before any scope expansion.
• Monitor and enforce job-site safety expectations.
• Diagnose warranty issues and provide technical documentation for manufacturer correspondence.
• Work with the CSA to schedule crews/projects based on true job readiness.
• Verify power source needs for each job and coordinate WPS shut-off needs with the CSA.
• Assist the CSA with technical questions related to customer complaints.
• Participate in industry continuing education.
• Build community and referral relationships with subcontractors, agents, vendors, and related partners.

Qualifications

You may be a great fit if you:

• Have strong exterior remodeling, construction, or field-supervision experience.
• Know how to measure accurately, take useful photos, and document job conditions clearly.
• Can identify hidden-condition risks like rot, moisture, structural issues, installation constraints, and safety concerns.
• Have the judgment to know when work should continue, pause, escalate, or stop.
• Can check in with crews respectfully, answer technical questions, identify needs, and hold quality and safety standards without managing day-to-day crew execution.
• Are comfortable explaining technical issues to customers in plain language.
• Understand that change orders must be diagnosed, priced, and approved before work expands.
• Can work collaboratively with office/admin support, production, crews, subcontractors, vendors, and ownership.
• Have a valid driver’s license and can travel to job sites.

Preferred experience:

• Gutters, siding, windows/doors, porches, or other exterior remodeling trades.
• Crew lead, foreperson, project manager, field supervisor, or technical sales background.
• Material ordering, estimating workflows, job-readiness checks, or warranty diagnosis.
• Manufacturer/product training or industry continuing education.
• Existing relationships with subcontractors, agents, vendors, or referral partners.

Benefits

• Base salary of $65,000–$75,000/year, depending on experience.
• Performance-based commission tied to actual gross profit on completed and collected jobs.
• Expected total compensation for a strong performer is $90,000–$115,000+, with upside based on job volume, profitability, change-order capture, estimate accuracy, and quality performance.
• Commission structure: 8% of Actual Gross Profit
• SIMPLE IRA with employer match, subject to plan terms.
• PTO and paid holidays, subject to company policy.
• Access to benefit options including dental, accident, life, critical illness, medical bridge, short-term disability, and wellness savings benefits, subject to eligibility.
• Continuing education and training in products, installation standards, safety, estimating accuracy, and quality control.
• Opportunity to grow into Senior Customer Success Manager, Field Operations Lead, or Production leadership.

What Success Looks Like

You’ll be successful in this role when:

• Site visits produce complete photos, measurements, notes, and field details.
• Estimates are technically accurate before customers receive them.
• Qualified opportunities are converted into profitable, well-scoped jobs.
• Jobs are scheduled only when they are truly ready.
• Periodic job-site check-ins confirm crews understand the scope, work is on track, and crews have what they need to do the work right.
• Change orders are handled before scope expands.
• Safety and quality standards are protected.
• Customers feel confident because technical issues are explained clearly.
• The CSA and production team can rely on your field judgment and documentation.