Customer Success Manager

Job Information:

Type: Full Time

FLSA Status: Exempt

Location: Remote

Travel: 60% - 80% (Extensive Travel Required)

Company Overview:
Smartaira is a leading national independent internet service provider specializing in smarter internet and entertainment solutions for property owners and managers. Our mission is to deliver smarter internet solutions, simplify the customer experience, and increase property valuations.

At Smartaira, we work diligently to create a culture of service where we believe everyone is a customer and deserves respect, courtesy, and prompt responses. Our philosophy is to treat all our associates, clients, and communities with the same sense of customer service that we live by every day.

Role Summary

We are seeking a dynamic and detail-oriented professional to fill the role of Customer Success Manager. This position will lead the Customer Success team and oversee client relationships, strategic planning, and project deployments. The role requires extensive travel to client sites, balancing high-level strategic responsibilities with hands-on project management. You will play a pivotal role in driving customer satisfaction, adoption, and retention.

Duties & Responsibilities

Leadership & Team Development

• Hire, train, mentor, and manage the Customer Success team, including Customer Success Coordinators.
• Conduct regular performance evaluations, provide constructive feedback, and create tailored development plans for team members.
• Lead and coordinate team activities, taking responsibility for business results, including costs, methods, and staffing.

Client Relationship Management

• Serve as a senior point of contact for escalated client issues and ensure swift resolutions.
• Build and maintain strong, long-lasting relationships with key clients, driving customer satisfaction and retention.
• Design and implement tailored engagement models, methodologies, and solutions to drive adoption of Smartaira's offerings.

Strategic Oversight

• Develop and implement customer success strategies aligned with organizational goals.
• Share a compelling vision of the future, aligning individual, team, and company objectives.
• Regularly interact with customers, including property managers, owners, and residents, to build partnerships and identify opportunities.
• Identify opportunities to upsell or cross-sell services, maximizing client value and meeting business objectives.

Project Management

• Oversee customer onboarding processes, ensuring seamless project deployments and adherence to timelines.
• Travel to client sites to manage team activities during launches, meetings, and strategic initiatives.

Process Improvement & Analytics

• Analyze customer feedback and team performance metrics to identify areas for improvement.
• Collaborate with internal teams to enhance service delivery and optimize processes.
• Introduce and manage client satisfaction metrics such as NPS, CSAT, and CES to measure loyalty, immediate satisfaction, and effort. Leverage results for continuous improvement.

Additional Responsibilities

• Prepare and manage budgets for project launches.
• Conduct regular account reviews to update stakeholders on progress and outcomes.
• Ensure compliance with company policies and maintain confidentiality of sensitive information.
• Diagnose customer support issues and oversee root cause analysis, implementing solutions to prevent recurrence.
• Perform other duties as required.

Skills & Abilities

• Proven leadership and coaching skills with the ability to inspire and motivate teams.
• Expertise in defining and applying operational metrics, KPIs, and customer success benchmarks.
• Strong problem-solving skills to address escalated customer support issues and implement root-cause solutions.
• Exceptional interpersonal, presentation, and communication skills, both verbal and written in English.
• Strong analytical skills to review team performance and translate insights into actionable plans.
• Deep knowledge and application of customer success / satisfaction metrics. (NPS, CSAT, and CES)
• Proficient in Microsoft Office Suite and customer relationship management (CRM) tools.
• Ability to work flexible hours, including weekends, as needed.
• Willingness to travel extensively and manage activities across multiple locations.

Education & Experience

• Bachelor’s degree in Business Administration, Management, or related field (preferred).
• Minimum of 5 years of experience in customer success, client relationship management, or a related field.
• At least 2 years of experience in a leadership role managing teams.
• Demonstrated ability to manage and exceed customer support and satisfaction KPIs.
• Familiarity with customer engagement ticketing systems (preferably FreshDesk).
• Experience in the property management or telecommunications industry is a plus.

Benefits

• 401K
• PTO & Holidays
• Medical
• Dental
• Vision
• Medical FSA
• Voluntary Benefits: Life, AD&D, Disability, Commuter Benefits