Customer Success Manager

Description

Vari, originally known as Vari Desk®, started the standing desk revolution. Now in its 13th year, Vari’s mission is to create work spaces that elevate people. With millions of fans and a complete line of over 400 office furniture products in the market today, Vari is continuing to simplify and disrupt the office furniture industry by pioneering a direct B2C and B2B business model, reimagining how work spaces are defined, designed, and delivered.

As our Customer Success Manager (CSM) you will serve as the Sales Executive’s internal point of contact for all project-related needs and own end-to-end communication and coordination of internal processes. The CSM partners closely with Workspace Design and Project Operations (Project Installation Managers), the two teams that, together with Project Delivery, make up Vari’s Project Services department. The CSM also works with key stakeholders in Accounting, Product/Inventory, Transportation, and Customer Experience (CX) to ensure every quote, order, agreement, and financial and inventory detail is right.

When the CSM does this well, Sales Executives stay focused on their customers and every project is delivered with highly efficient, exceptional execution. The ideal candidate is meticulous, resourceful, systems-savvy, a proactive communicator, and a natural owner.

Key Responsibilities:

You’ll own the operational side of every project across its full lifecycle:

Design Brief -- Quote -- Revision -- Agreement -- Order -- Install -- Closeout

• Sales partnership: Serve as the aligned Sales Executive’s internal point of contact for all project-related needs, owning end-to-end coordination of Vari’s project process with Workspace Design and Project Installation Managers.
• Design & quoting: Support intake and prioritization of design requests to Workspace Design, own quoting for all project-related orders, and audit inventory on every project, flagging low stock and lead-time risks to Sales Executives early.
• Agreement & order execution: Ensure payment, credit, and contractual terms are in place; distribute customer agreement documents and secure e-signature; confirm final inventory, generate orders in Salesforce, and commit stock in SAP; and manage backorders, payment receipt, and standalone invoices (e.g., service fees).
• Installation & closeout: Request install service and hand off complete project details to Project Services; partner with the Project Installation Manager to keep the Sales Executive and customer informed and resolve issues promptly; then review installation recaps, complete action items, and manage RMAs (including restocking fees), credit memos, and replacement orders.
• Systems & process: Keep Salesforce Project records current, prioritize incoming tasks and email requests, and follow all SOPs while building deep Salesforce and SAP knowledge, from troubleshooting errors to knowing the right contacts in Accounting, Operations, CX, and Sales.

What Success Looks Like:

• Projects are executed efficiently and exceptionally from design brief through final install, with risks resolved before they reach the field
• Quotes, orders, and customer agreements are right the first time, and agreements move promptly from sent to signed
• Payment, credit, and inventory are confirmed early, and every installation handoff is complete, with no surprises on site
• Salesforce records always reflect where each project stands, and Sales Executives trust you to own the operational side of their projects

Required Qualifications & Skills

• Experience in project coordination, order management, sales operations, or operational support, ideally in commercial furniture, construction, or another project-based industry
• Exceptional attention to detail and a process-driven approach,…