Manager Customer Success

Inside Sales & Revenue Growth Manager

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

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.