Customer Success Management Leader – Smart Services

This is a fully remote position, open to applicants in North Carolina, +2 more states.

📋 Description

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

• Design team structure, processes, tools, and success metrics to enhance customer engagement during the trial lifecycle.

• Monitor equipment and systems with activated cellular connectivity and identify suitable end-users or owner contacts.

• Lead customer onboarding and engagement efforts to articulate Trane Cloud capabilities, platform value, and use case scenarios.

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

• Enhance customer satisfaction and platform engagement by ensuring clients effectively utilize and derive value from the platform.

• Create and implement end-of-trial pathways, including options for paid subscription continuation, transitioning to local sales offices, repair support via digital triage, and organized future follow-ups.

• Collaborate with local and regional sales offices to present sales opportunities, customer insights, interests, and suggested next steps.

• Develop closeout processes while tracking opportunities for future re-engagement.

• Optimize revenue from the trial funnel through subscription continuations, service agreement attachments, and repair/service opportunities.

• Work alongside product, digital, service, and commercial teams to collect customer feedback and stimulate continuous improvement and investment opportunities.

• Establish a straightforward, repeatable engagement model to reduce barriers to customer acquisition for service sales teams.

• Align customer coverage strategies, field initiatives, support models, and service modernization efforts with key stakeholders.

• Assess organizational, process, and change management barriers and propose practical adoption strategies.

• Support business cases, staffing strategies, and growth plans for expanding capabilities.

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

• Function in a remote environment while accommodating travel for in-person meetings, events, and training as necessary.

⛳️ Requirements

• Bachelor’s degree or relevant industry experience is essential.

• 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 mandatory.

• Comprehensive knowledge of building systems operation, service, and sales is required.

• Strong business acumen with the capability to link customer engagement activities to revenue generation and service growth is necessary.

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

• Exceptional written and verbal communication skills are required.

• Proven ability to lead through influence is essential.

• Strong quantitative and analytical skills are a must.

• Demonstrated capacity to work cross-functionally and foster alignment across regions, functions, and stakeholder groups is required.

• A solid understanding of service business needs, customer engagement cycles, and trade-offs necessary to support growth across regions and functions is important.

• Proven ability to initiate, lead, and solve problems in both in-person and virtual settings is preferred.

• Ability to work effectively in a remote environment utilizing virtual collaboration and time management skills is essential.

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

🏝️ Benefits

• Health insurance for you and your family, available from day one.

• Holistic wellness programs with generous incentives.

• Fertility coverage.

• Adoption/surrogacy assistance.

• Up to 15 vacation days.

• Paid holidays.

• Sick leave.

• Volunteer leave options.

• Parental leave options.

• 401K match.

• Educational and training opportunities through company programs.

• Tuition assistance.

• Student debt support.