Customer Success Manager

Position Description: Company Overview

Airoom, a nationally recognized leader in the residential Design & Build field since 1958, specializes in home additions, kitchens. Interior and exterior, remodeling and new custom home construction, is seeking a Customer Success Manager to interact and support its customers through their remodeling and building journey. The company is committed to delivering exceptional value and fostering long-term partnerships with its customers.

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 include guiding onboarding, helping with transitioning through architecture, development and construction, addressing concerns, advocating for customer needs and directing service and warranty. The ideal candidate should be passionate about customer success with strong relationship management, problem-solving, and communication skills.

Key Responsibilities

  • Relationship Management: Serve as the main contact for a customer portfolio, building relationships with stakeholders and understanding customer goals.
  • Customer Success &amp

• Value Realization: Lead onboarding, develop success plans, and educate customers on the process.

  • Retention &amp

    • Expansion: Monitor customer health to identify risks and strategies for retention, identify upsell/cross-sell opportunities, and collaborate with sales on renewals and expansion.

  • Advocacy &amp

    • Collaboration: Advocate for customer needs internally, collaborate with other teams for a cohesive approach, and resolve customer concerns.

  • Data &amp

    • Insights: Monitor key success metrics, analyze usage data, and create reports on customer outcomes.

  • Issue Resolution &amp

    • Service Oversight: Oversee and ensure the timely resolution of punch lists, service requests, and warranty claims from initiation

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