Remote Customer Success Manager

Summary

Join Conduit Tech as a Customer Success Manager and play a foundational role in helping scale an early-stage HVAC startup. You will facilitate customer feedback, train teams on technology, ensure satisfaction across the user journey, drive customers' impact, and develop new initiatives to make the Conduit Tech experience the best.

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
• 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

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

Benefits

• Work full-time, remotely on the East Coast starting at 8am ET
• Up to 40% travel
• Must be able to drive rental cars