Customer Success Manager

2 months ago

New York, United States Pear VC Full time
Job Description

Residential HVAC drives 10% of all energy use, and Conduit Tech aims to make that energy significantly more efficient. We build innovative software for HVAC contractors to enable comfortable, efficient, and sustainable homes for every homeowner. We're working with 400+ SMB and Enterprise HVAC companies, generating exciting product growth and revenue - with our contractor customers seeing as high as 30% increases in sales conversion rates with Conduit. By supporting contractors to design, sell, and install high-efficiency HVAC systems, Conduit will help mitigate grid strain, reduce home energy use and enhance home comfort. If you're passionate about reducing strain across the energy grid - come join us

Role Description

As our Customer Success Manager, you will play a foundational role in helping scale early-stage HVAC startup. You are obsessed with our customer - you want to support our Pros in the field. You work in a self-directed manner and crave a massive impact. You will play a central role in facilitating customer feedback, and serve as a critical link between our customers, Sales, and Product. You will train our teams on our technology and how to excel in the home with it and ensure satisfaction across the user journey: facilitating smooth and successful onboarding, an ongoing great experience and customer technical support as needed. You will play a critical role in driving our customers' impact and be responsible for diving deep into data to drive success and account growth, and developing new initiatives, trainings, and success initiatives to make the Conduit Tech experience the best.

You will thrive if you are:
  • Customer-obsessed: You love talking to and helping customers all day, every day. You're empathetic and seek to do what's best for your customers while keeping the company's best interests at the forefront.
  • A great listener & communicator: You patiently listen, and respond with excellent written and verbal communication skills
  • Growth oriented: You are always looking to learn more and learn faster. You feel uneasy when you get complacent, and you're constantly seeking discomfort. You love receiving feedback - and sharing it with your team transparently.
  • Driven problem solver: This is a startup environment where you will be expected to learn and put it into practice quickly. You love to identify issues and create solutions on the fly. You take pride and ownership in your work, and enjoy being central to critical team decisions.
  • Efficient & adaptable time manager: You look to prioritize your time and resources to drive efficiency and impact. You are comfortable with a fast pace, without compromising quality of work, and managing your time and shifting priorities rapidly.
  • Someone with an amazing attitude: You understand that we are in a fast paced startup environment where there isn't always a process set in place. You love that challenge and want to help build daily.
  • Eager to hustle to make a difference for your clients: You work hard, and you are ready to go above and beyond for your clients.
What you'll do
  • 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.
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 40% travel.
  • Must be able to drive rental cars.

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