Senior Customer Success Manager

Job Summary

The Client Relationship Manager role will focus on ensuring that customers achieve their desired outcomes, maximizing satisfaction and retention, and building strong relationships.

Responsibilities

• Serve as the main contact for a customer portfolio, building relationships with stakeholders and understanding customer goals.
• Lead onboarding, develop success plans, and educate customers on the process.
• Monitor customer health to identify risks and strategies for retention, identify upsell/cross-sell opportunities, and collaborate with sales on renewals and expansion.
• Advocate for customer needs internally, collaborate with other teams for a cohesive approach, and resolve customer concerns.
• Monitor key success metrics, analyze usage data, and create reports on customer outcomes.
• Oversee and ensure the timely resolution of punch lists, service requests, and warranty claims from initiation to completion.
• Lead and manage the service team, consisting of 1–2 field technicians.
• Schedule service activities and follow up consistently through our CRM system to ensure accountability and client satisfaction.
• Evaluate opportunities to increase customer satisfaction, expansion, and retention.
• Work cross-functionally with Sales, Production and Marketing to ensure customers have the full power of Airoom behind them.

Required Skills and Qualifications

• 10+ years of client-facing and client success experience in a service based B to C business involving project based, high-value, longer sales cycles.
• This position is not suited for transactional or product-based sales and service environments.
• Proven success in managing long-term relationships for 100 or more concurrent clients and guiding clients through extended decision-making and project deliverables processes is essential.
• Service oriented and a problem solver when addressing concerns.
• Excellent problem-solving and critical-thinking abilities.
• Solid organizational and time management skills.
• Proficiency in CRM and customer success platforms.
• Ability to apply technological solutions to business problems.
• Ability to influence stakeholders.

Full Benefits Package

• Medical
• Dental
• Vision
• Life
• 401K
• Short Term Disability
• Long Term Disability
• On-Site Fitness Center
• Paid Vacation

Work Location

In person