Associate Customer Success Manager

This is a fully remote position, open to applicants in North Carolina, +1 more state.

📋 Description

• Oversee the entire inside sales process, from identifying potential customers to closing deals, ensuring a seamless transition to field and support teams.

• Enhance workflows for managing incoming inquiries and pursuing outbound opportunities.

• Propel upselling and cross-selling efforts to expand existing client relationships.

• Supervise daily customer service functions, including call management, service scheduling, and problem resolution.

• Develop and optimize support processes to enhance response times, improve customer satisfaction, and achieve first-call resolution.

• Address escalations and guarantee high-quality resolutions for intricate service challenges.

• Track customer feedback to minimize churn and elevate satisfaction ratings.

• Lead, mentor, and enhance the customer success team.

• Establish KPIs and performance targets in line with company objectives.

• Offer training, mentorship, and constructive feedback.

• Collaborate with field operations, support, and marketing teams.

• Conduct proactive outreach to former and at-risk customers to reclaim business (75%).

• Manage large-scale, regional, and national account rollouts to secure and retain business while delivering an outstanding customer experience (25%).

⛳️ Requirements

• 2-3 years of experience in customer service, inside sales, or operations.

• Prior supervisory experience with 2-3 direct reports is preferred.

• Experience in a service-oriented industry, ideally field service (HVAC, plumbing, equipment maintenance, etc.).

• Strong leadership and team management abilities; experience in building and scaling teams.

• Demonstrated success in enhancing customer satisfaction and sales outcomes.

• Proficiency in CRM and customer support systems (e.g., Salesforce, HubSpot, Zendesk, ServiceTitan, or similar).

• Exceptional communication, problem-solving, and organizational skills.

• Experience with field service software (e.g., ServiceTitan, FieldEdge, Jobber).

• Knowledge of scheduling logistics, dispatch, and technician workflows.

• Familiarity with sales enablement strategies and customer lifecycle management.

🏝️ Benefits

• Comprehensive health benefits and wellness programs.

• Opportunities for professional development and career advancement.

• Flexible work arrangements and a supportive work environment.

• Competitive salary and performance-based bonuses.

• Engaging company culture with team-building activities and events.