East Regional Energy Savings Customer Success Manager Job

Primary location: Remote. Relocation offered: No. Employment status: Full-Time. Travel: 25-50%. Non-compete agreement required.

About the role

Reporting to the Sr. Manager of Energy Savings Ceilings, this role serves as the regional concierge for customers and sales teams, driving customers through the decision funnel and ensuring a smooth, informed path to “yes.” This position combines customer advocacy, market intelligence, and commercial execution, focusing on working with Architects & Designers (A&D), contractors, subcontractors, and distributors. The ideal candidate is proactive, organized, and persistent—someone who enjoys working directly with customers, coordinating across teams, and keeping projects moving.

Responsibilities

• Customer & Project Execution
  • Serve as the regional customer concierge—identify what customers need to move forward and coordinate internal resources to deliver it.
  • Support existing customer groups (A&D, contractors, subcontractors, distributors) throughout design and project development.
  • Monitor key regional projects and opportunity progress to ensure timely follow-up and engagement.
  • Help remove obstacles that may delay customer decisions or project advancement.
  • Maintain accurate and up-to-date records in Salesforce (SFDC) and support sales enablement efforts.
  • Collaborate cross-functionally to improve the customer journey and drive measurable conversion outcomes.
• Sales Partnership
  • Partner closely with regional sales teams to identify opportunities, align on priorities, project status, and next actions.
  • Support customer meetings, follow-ups, and information requests that help move projects toward specification and order.
  • Maintain accurate and up-to-date project and customer activity in Salesforce (SFDC).
• Customer Insight & Feedback
  • Capture and share Voice of Customer (VOC) insights, including common questions, barriers, and competitive dynamics.
  • Identify patterns in regional activity and elevate insights to the broader ESC team.
• Coordination & Cross-Functional Support
  • Coordinate with technical, product, incentives, and operations teams to ensure customers receive timely and accurate information.
  • Support regional training, events, or customer engagement activities as needed.
  • Help improve execution processes that enhance the overall customer experience.

Requirements

• 5-10 years of experience in customer success, sales support, project coordination, or related field.
• 3-5 years of outside sales experience working with architects, distributors, or owners.
• Bachelor’s degree or equivalent experience.
• High school diploma/GED required.
• Working knowledge and experience in construction, contracting, distribution, specification sales, commercial building products, and knowledge of market segments, customers, and distribution channels.
• Experience working in or supporting the design and construction ecosystem (A&D, contractor, distributor, or building products environment) preferred.
• Familiarity with Salesforce (SFDC) or similar CRM tools.
• Strong organizational skills with the ability to manage multiple projects and priorities.
• Excellent communication and follow-through.
• Ability to work collaboratively with field sales and cross-functional teams.

Skills

• Positive Energy: You bring enthusiasm and optimism to customer and team interactions.
• Relentless Persistence: You follow through and keep projects moving until issues are resolved.
• Curiosity: You ask questions to understand customer needs and challenges.
• Adaptability: You’re comfortable working in a fast-moving, evolving environment.
• Collaboration: You partner effectively with sales and internal teams to deliver strong customer outcomes.

Pay

The estimated base salary range for this role is $80,000 to $120,000 per year. Individual pay is based on location, skills, expertise, experience, and other relevant factors. Salary may be adjusted based on geographic location.

Benefits

• Medical, dental, and prescription drug coverage.
• Life insurance and long-term disability coverage.
• 401k match.
• Vacation and sick time.
• Product discount programs.
• Personal development opportunities to grow your career based on your strengths and interests.

About the company

Armstrong World Industries (AWI) is an Americas leader in the design and manufacture of innovative interior and exterior architectural applications, including ceilings, specialty walls, and exterior metal solutions. With approximately $1.4 billion in revenue, AWI has about 3,700 employees and a manufacturing network of 21 facilities in North America.

At home, at work, in healthcare facilities, classrooms, stores, or restaurants, we offer interior solutions that enhance comfort, save time, improve building efficiency and overall performance, and create beautiful spaces. For more than 160 years, we have built our business on trust and integrity, collaborating with and innovating for the people we serve—our customers, shareholders, communities, and employees.

We are committed to developing new and sustainable architectural solutions with design and performance possibilities that make a positive difference in spaces where we live, work, learn, heal, and play. Our sustainability ambition is to lead a transformation in the design and building of spaces fit for today and tomorrow by engaging a diverse, purpose-driven workforce and pursuing sustainable, innovative solutions.