Customer Success Team Lead

About the role

The Customer Success Supervisor (CSS) is a customer-facing position providing support for strategic and national accounts. The CSS serves as the primary backfill for the Customer Success Manager (CSM) in their absence and acts as the main liaison for Climate Pros, coordinating field service, billing, account support, compliance, preventive maintenance, QBR scheduling, and other key touchpoints that influence customer satisfaction. The CSS responds promptly to client needs and collaborates effectively within cross-functional teams, demonstrating flexibility and initiative in a fast-paced environment.

Responsibilities

• Act as the primary backfill for the CSM and maintain alignment with CSM priorities.
• Serve as primary account manager for smaller or regional accounts to drive customer growth and personal development.
• Act as the key point of contact for daily business items impacting customer experience with Climate Pros.
• Ensure dispatches in “For Review” are processed correctly and in a timely manner.
• Monitor and maintain customer work order networks and refrigerant tracking websites as assigned.
• Track Service Level Agreement (SLA) performance for assigned accounts.
• Identify and highlight recurring customer site issues.
• Prepare monthly KPI reports and scorecards for key customers as assigned.
• Manage and update content of customer playbooks and onboarding materials.
• Process Not-to-Exceed (NTE) increase requests in customer work order networks and in-house software.
• Work closely with the Customer Success Manager, Service Manager, and Branch Managers to elevate and resolve customer issues efficiently and promptly.
• Process and track manufacturer warranty claims.
• Lead resolution efforts for high-severity requests or escalations within assigned accounts.
• Collaborate with billing teams to ensure timely invoicing and track and manage Customer Specific KPIs; address issues that inhibit achieving or exceeding agreed-upon goals.
• Responsible for Quarterly Business Review (QBR) planning and preparation.
• Prioritize workplace safety for the team and while interacting with customers.

Internal Interactions

Collaborates with cross-functional stakeholders—including branches, billing, IT, and sales—to ensure alignment with account expectations and contractual agreements.

Skills and Competencies

• Excellent oral and written communication skills
• Strong organizational skills
• Good problem-solving skills
• High School Diploma; associate degree preferred
• 5+ years of clerical or administrative experience
• Proficiency in MS Office (Word, Excel, Outlook)
• Operation of general office equipment

Physical Requirements and Working Conditions

Work is performed in a normal office environment or during customer and job-site visits. Specific vision abilities required include close vision due to computer work. Light to moderate lifting may be required.