Customer Success Management Leader – Smart Services

This is a fully remote position, open to applicants in Minnesota.

📋 Description

• Lead and develop a customer success management team dedicated to supporting Trane Cloud digital trials throughout North America.

• Establish team structure, processes, tools, and success metrics for the trial lifecycle.

• Monitor connected equipment and systems, identifying suitable end-user or owner contacts.

• Oversee customer onboarding and engagement regarding Trane Cloud capabilities, value, and use cases.

• Maintain trial engagement through follow-ups, site activity monitoring, customer support, and resolution of inquiries.

• Enhance customer satisfaction and platform engagement.

• Define end-of-trial pathways for subscriptions, service discussions, repair support, or future follow-ups.

• Collaborate with local and regional sales offices to identify sales opportunities and recommend next steps.

• Keep track of customers who are not ready to proceed for future re-engagement.

• Optimize subscription, service agreement, and repair/service revenue from the trial funnel.

• Work closely with product, digital, service, and commercial teams to gather feedback and foster continuous improvement.

• Develop a straightforward, repeatable customer engagement model for service sales teams.

• Coordinate customer coverage strategies, field initiatives, support models, and service modernization efforts.

• Assess organizational, process, and change management obstacles and propose practical solutions.

• Assist in business cases, staffing strategies, and growth plans.

• Lead through influence, negotiation, and effective cross-functional communication.

• Work remotely while accommodating travel for in-person meetings, events, and training.

⛳️ Requirements

• A Bachelor’s degree or relevant industry experience is required.

• An MBA or equivalent is preferred.

• A minimum of 7 years of combined experience in sales, marketing, P&L leadership, and/or product management roles is required.

• HVAC experience is essential.

• Proficiency in building systems operation, service, and sales is required.

• Strong business acumen linking customer engagement activities to revenue generation and service growth.

• Previous experience in SaaS sales and/or customer success management leadership is highly preferred.

• Excellent written and verbal communication skills are necessary.

• Ability to lead through influence is essential.

• Strong quantitative and analytical abilities.

• Capacity to work cross-functionally and build alignment across various regions, functions, and stakeholder groups.

• A solid understanding of service business requirements, customer engagement cycles, and growth trade-offs across regions and functions.

• Proven track record of initiating, leading, and problem-solving in both in-person and virtual environments is preferred.

• Ability to function effectively in a remote setting with virtual collaboration and time management skills.

• Willingness to travel for in-person meetings, events, and training as required.

🏝️ Benefits

• Health insurance for employees and their families.

• Comprehensive wellness programs with incentives.

• Fertility coverage.

• Adoption/surrogacy assistance.

• Up to 15 vacation days.

• Paid holidays.

• Sick leave.

• Volunteer leave.

• Parental leave.

• 401(k) matching.

• Opportunities for educational and training through company programs.

• Tuition assistance.

• Support for student debt.

• Eligible for incentives.

• Travel support for in-person meetings, events, and training as necessary.