Customer Success Manager

Customer Success Manager

At Rivertop Roofing, we don?t just install roofs?we build trust and lasting relationships with our customers. We have a well-defined process that guides customers from start to finish, and we?re looking for a highly skilled and motivated Customer Success Manager to be the key player in ensuring our customers feel supported, informed, and confident every step of the way.

Job Overview

The Customer Success Manager (CSM) will be the face of Rivertop Roofing for our customers, responsible for managing the customer journey from onboarding to project completion. Internally, the CSM will coordinate and guide our functional team leaders to ensure smooth project execution. Externally, the CSM will foster strong customer relationships, provide clear communication, and solve problems to exceed customer expectations.

This role requires someone who thrives on organization, communication, and relationship-building. If you love making lists, solving problems, and creating a positive customer experience, this role is for you! The right person should also be comfortable, confident, and highly capable using technology, easily managing multiple software platforms, handling a CRM, and using various communication and organizational tools to keep projects on track and customers informed.

Key Responsibilities

Customer Onboarding & Relationship Building
? Serve as the primary point of contact for customers from initial contact to project completion.
? Kick off the customer journey in our CRM, introduce them to the process, and provide a warm welcome into the Rivertop Roofing family through email, text, and phone calls.
? Educate customers about each step of the process to ensure they know what to expect.
? Build trust and rapport with customers through consistent communication and follow-ups.

Internal Coordination & Project Management
? Manage and track customer projects through our established process.
? Oversee task completion by internal functional leaders, ensuring no step is missed.
? Keep the process moving forward by reminding and guiding internal teams as needed.
? Ensure deadlines are met and any issues are addressed promptly.

Customer Advocacy & Problem Solving
? Act as the customer?s advocate within the company, ensuring their needs are met.
? Proactively identify potential roadblocks and resolve them before they become issues.
? Develop creative solutions that align with both customer expectations and company goals.
? Provide outstanding customer service and be prepared to go above and beyond? whether that means creating a document from scratch or helping a customer with an unexpected need. We believe in taking massive action, so no gesture is too big if it gets us the desired results.

Communication & Documentation
? Handle all customer communication via phone, email, text, and in person.
? Ensure that all customer-related paperwork is accurate and properly filed.
? Provide regular updates to customers about project status, next steps, and timelines.
? Ensure customers feel supported and confident at every stage of the project.

Customer Satisfaction & Retention
? Monitor customer satisfaction and address any concerns promptly.
? Ensure customers feel valued and confident throughout the project.
? Encourage positive customer reviews and referrals through a top-tier customer experience.

Skills & Experience
? Strong experience in customer service, including phone and email communication.
? Proficiency with CRM systems, Microsoft Office, and other organizational tools.
? Excellent written and verbal communication skills.
? Strong problem-solving ability and adaptability in handling customer issues.
? Highly detail-oriented with a passion for staying organized.
? Capable of working independently while managing multiple projects simultaneously.
? Willingness to go the extra mile for customers, including in-person meetings or special requests.
? Experience in the construction or a related industry is a plus but not required.

Why Join Rivertop Roofing?

At Rivertop Roofing, you?ll be more than just an employee?you?ll be a key part of a growing company that values integrity, customer satisfaction, and teamwork. If you?re passionate about helping customers and managing projects with precision and care, we?d love to hear from you!

Job Type: Full-time

Pay: $40,000.00 - $60,000.00 per year

Compensation Package:
? 1099 contract
? Bonus opportunities
? Performance bonus

Schedule:
? 8 hour shift
? Day shift
? Evenings as needed
? Monday to Friday
? Weekends as needed

Education:
? High school or equivalent (Preferred)

Language:
? English (Required)

License/Certification:
? Driver's License (Required)

Work Location: In person