Customer Success Manager

Summary

Join Conduit Tech as our Customer Success Manager and play a foundational role in scaling our early-stage HVAC startup. You will be obsessed with our customers, supporting our professionals in the field and facilitating customer feedback. You will serve as a critical link between customers, sales, and product, training teams on our technology and ensuring user satisfaction. A key responsibility will be driving customer impact by diving deep into data, developing new initiatives, and making the Conduit Tech experience the best. This role requires extensive customer success experience, exceptional communication skills, and a proven track record of delivering impact. You will work remotely on the East Coast with up to 20% weekday travel.

Requirements

• Customer Success experience: Extensive experience working in world-class customer success management, account management, sales or training, and even better if experience in B2B SaaS, or Home Services. You are well-versed in implementation, project management, and training methodologies with the ability to learn new technologies quickly
• High attention to detail and ability to manage multiple priorities and deal types
• Exceptional written and verbal communication skills
• Proven track-record delivering impact: Proven results reducing churn, driving account expansion, and increasing product adoption
• Work full-time, remotely on the East Coast starting at 8am ET, with up to 20% weekday travel
• Must be able to rent and drive rental cars
• Applicants must be currently authorized to work in the United States on a full-time basis. We are unable to sponsor or take over sponsorship of employment visas (including H-1B) at this time

Responsibilities

• Work closely with Conduit’s co-founders to design and implement a cohesive onboarding, training and support platform
• Own and drive the strategy of onboarding our users, and ensuring their success on the Conduit Platform
• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product and commercial approach
• Contribute to the organization of Conduit’s Customer Relationship Management system
• Develop and perform recorded, live and in-person HVAC trainings and the corresponding documents, from concept to inception, to develop a curriculum for both software-specific and content-specific trainings
• Build relationships with our clients and develop deep empathy for their workflows and requirements. This will involve visiting clients in person
• Lead on-site rollouts with our enterprise customers - from leading our champions program to driving on-site onboardings
• Support in servicing customers through our phone, text and email lines, developing a content library to support
• Measure and communicate impact through the use of product analytics and financial metrics, including ROI analyses and case studies
• Drive customer account growth through persuasive storytelling supported by data, taking ownership of the NRR metric