Customer Success Manager

About the role

The Customer Support Manager at Promera plays a pivotal role in maintaining and expanding client relationships. The primary focus is on successfully renewing existing contracts and upselling additional products/services. The role requires establishing oneself as a subject matter expert and reliable business partner by understanding clients' facilities, wants/needs, service history, and the relationship Promera has with them.

Responsibilities

• Schedule client work using Acumatica & Assignar (Company service and billing tools)
• Manage project creation and data entry for all renewal projects and services within Acumatica
• Contact clients using phone and email for service scheduling and customer support
• Generate Renewal proposals based on customer need
• Book business with existing customers
• Turn over new business opportunities to Business Development Managers for new business/locations
• Manage $1 - $2M in revenue
• Achieve assigned revenue quota in designated geographies
• Maintain or exceed profitability of services performed
• Advocate for customer needs as they align to Promera services
• Collaborate with Regional Operation Managers to achieve seamless implementation of the enterprise value proposition at the service level
• Track, report, and analyze personal sales activity and opportunities
• Ensure customer success and positive experience for customers

Qualifications

• Minimum of 3 years’ experience in similar role; service industry experience preferred
• Deep understanding of how organizations function, including company cultures, business practices, and budgeting processes
• Skilled at interpreting financial data and reporting to identify trends, gaps, and opportunities for growth
• Naturally driven to achieve results with a clear sense of purpose and urgency
• Skilled at prioritizing high-impact tasks, eliminating distractions, and developing actionable plans to meet goals efficiently
• Uses logical reasoning to solve complex challenges
• Skilled in analyzing data to uncover insights and make informed decisions
• Negotiates effectively, even under pressure, while maintaining fairness and gaining trust
• Proficient in managing all aspects of project execution
• Strong organizational skills with the ability to align people, processes, and resources to deliver efficient, high-quality outcomes
• Strong communicator who can engage effectively with individuals at all levels, both internally and externally
• Built and maintained positive, productive relationships through trust, empathy, and professionalism
• Clear and persuasive communicator across a range of formats and audiences — from one-on-one interactions to large group presentations
• Leads conversations with confidence, inspires emotional engagement, and earns the trust of stakeholders
• Able to convey complex ideas clearly and concisely in both formal and informal written communications
• Skilled in organizing content to ensure clarity, impact, and alignment with audience needs
• Committed to enhancing both people and processes
• Passionate about delivering high-quality products and services that meet or exceed expectations of internal and external stakeholders
• Demonstrates sound judgment and makes timely, well-considered decisions based on the situation at hand
• Focused on outcomes that improve organizational performance and align with strategic goals
• High school diploma or equivalent; bachelor’s degree preferred

Benefits

• Competitive pay, based on experience and location
• Growth Sharing Incentive Plan eligible – our company-wide long-term incentive plan
• Paid on-the-job training, and continued learning, including certifications
• Paid Time Off
• Medical, Dental, Vision plans
• Life, Disability and other Voluntary coverage
• 401k + matching
• Employee Assistance Program

Promotion opportunities