Position Description

The Associate Customer Success Manager will play a critical role in driving customer satisfaction, operational efficiency, and revenue growth. This leadership position oversees the daily operations of the customer success team, ensuring seamless coordination between departments, high service standards, and the effective nurturing of sales opportunities. You will be responsible for leading your team to deliver an exceptional customer experience while implementing strategies to improve conversion rates, customer retention, and team performance. Your focus will be in two main areas: Proactive outbound follow up with lost and reducing street customers to regain business (75%); and oversee large scale, regional and national account rollouts to ensure we capture and keep all awarded business and deliver an exceptional customer experience (25%).

Main Responsibilities

Inside Sales & Revenue Growth

• Manage the full inside sales process—from customer identification to closing—ensuring 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

• Experience with field service software (e.g., ServiceTitan, FieldEdge, Jobber).
• Understanding of scheduling logistics, dispatch, and technician workflows.
• Familiarity with sales enablement strategies and customer lifecycle management.

About Smart Care

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. If you need a reasonable accommodation with respect to Smart Care’s application or hiring process due to a disability, please contact the Human Resources department at HR@smartcaresolutions.com.