Customer Success Manager

Position Summary

The Customer Success Manager is responsible for the customer experience and journey, from first contact to billing and invoicing. The CSM leads the Customer Service Representative (CSR) team, ensures prompt and accurate billing and invoicing, and meets all customer service KPIs. This person will work closely with the service and sales team to ensure a seamless customer experience with the business.

What You'll Do

• Lead a team of CSRs (in-person and virtual) to answer all inbound customer inquiries, training them to respond with a high level of accuracy and speed.
• Oversee customer billing & invoicing, ensuring prompt billing and collection of customer receivables in accordance with the established payment guidelines.
• Lead by example, including working alongside your team and personally answering calls as needed.
• Monitor all call center key performance indicators (KPIs) and develop training and implementation strategies to improve results.
• Advise the General Manager on marketing campaign performance with recommendations for improvement.
• Resolve customer disputes in accordance with pre-established guidelines.
• Transform and lead a best-in-class dock/gate/door call center.

What We're Looking For

• Compassionate leader with a servant attitude and mindset.
• Player-coach mentality with willingness to lead by example.
• Strong communication skills in person and over the phone.
• Comfortable with high-volume inbound calls and wide-ranging product offerings.
• 3+ years' experience operating in a trades call center, preferably with dock, gate, and overhead door experience.
• Strong bias for action with problem-solving abilities.
• Collaborative team-player mindset.
• Growth mindset and commitment to continuous improvement.
• 2+ years' experience in ServiceTitan preferred.
• Strong organizational skills and attention to detail in customer management.

What We Offer

• $25-$35 per hour
• Supportive management team with opportunities for internal advancement
• Medical, dental, vision, and life insurance
• 401(k) with company match
• Paid time off and holidays
• Excellent work environment in a small but growing business