Senior Customer Success Manager

Riverforge Air Conditioning is a mechanical and electrical contractor with 280 employees and both union and open-shop divisions. We install HVAC, plumbing, process piping and electrical systems in hospitals, data centers and manufacturing plants. Still family owned, 54 years on.

The role:

We need a Senior Customer Success Manager. This is a full-time position based in Chicago, Illinois. Success in this role is measured on gross retention, product adoption and account health scores. Hybrid: two days in the office in Chicago, the rest from home.

Duties:

• Train new users and admins over Zoom and in person
• Build success plans with measurable goals for each account
• Coordinate with support on open tickets for your accounts
• Escalate product bugs and feature requests through Jira with clear context
• Flag expansion opportunities to the account executive or account manager
• Lead kickoff calls and onboarding plans with new customers

Minimum qualifications:

• Bachelor's degree or equivalent experience
• Comfortable presenting to directors and VPs
• Working knowledge of Salesforce
• Able to learn a technical product and explain it in plain terms
• Travel up to 15%
• Calm under pressure when a customer is angry

Desirable:

• Prior implementation or onboarding role
• SQL or Looker for pulling your own account data

What we offer:

The salary range for this role is $118,000-$138,000 annually. This range reflects base salary only.

• Health savings account (HSA) with employer contribution
• 401(k) with a 100% match up to 5%
• Paid time off
• Annual bonus
• Profit sharing
• Referral program
• Employee assistance program

Please include a short note on why this role interests you.

Start: Immediately.

Demo job created on 11jobs for testing and demonstrations. It is not an actual opening at Riverforge Air Conditioning LLC.