Manager Customer Success

Key Responsibilities

Inside Sales & Revenue Growth

• Manage the full inside sales processfrom customer identification to closingensuring a smooth handoff to field and field support teams.
• Optimize workflows for responding to inbound inquiries and following up on outbound opportunities.
• Drive upselling and cross-selling initiatives to grow existing accounts by translating interest to the local sales team member to sell programs.

Customer Success Operations

• Oversee day-to-day customer service operations including call handling service scheduling and issue resolution for new customers focused on nurturing them and providing an exceptional customer experience.
• Implement and refine support processes to improve response times customer satisfaction and first-call resolution.
• Handle escalations and ensure high-quality outcomes for complex service issues.
• Monitor customer feedback and work to reduce churn and increase satisfaction scores.

Team Leadership & Strategy

• Lead coach and develop a high-performing customer success team.
• Set clear KPIs and performance goals aligned with objectives.
• Provide ongoing training mentorship and feedback to ensure continuous improvement.
• Collaborate cross-functionally with field operations field support and marketing teams.

Qualifications

• 2-3 years of experience in customer service inside sales or operations
• Prior Supervisory experience with 2-3 direct reports Preferred
• Background in a service-based industry preferably field service (HVAC plumbing equipment maintenance etc.).
• Strong leadership and people management skills; experience building and scaling teams.
• Proven track record of improving customer satisfaction and sales performance.
• Proficient in CRM and customer support platforms (e.g. Salesforce HubSpot Zendesk ServiceTitan or similar).
• Excellent communication problem-solving and organizational skills.

Preferred Qualifications

• Experience with field service software (e.g. ServiceTitan FieldEdge Jobber).
• Understanding of scheduling logistics dispatch and technician workflows.
• Familiarity with sales enablement strategies and customer lifecycle management.

About Smart Care

Smart Care is a national repair and service provider for commercial foodservice refrigeration and cold storage equipment. Our offering of comprehensive mechanical services includes hot side cooking equipment stand-alone refrigeration specialty coffee and beverage complex rack refrigeration and HVAC.

Smart Care is an Equal Employment Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race color religion sex sexual orientation gender identity national origin disability veteran status or other protected class status. All qualified individuals are encouraged to apply. If you need a reasonable accommodation with respect to Smart Cares application or hiring process due to a disability please contact the Human Resources department at .