Customer Success Manager

As we continue investing in the growth of our Service business, we are seeking an internal candidate for a new Customer Success Manager position supporting the Knoxville market.

The Customer Success Manager will focus on strengthening relationships with our existing customers, improving retention, and identifying opportunities to expand those partnerships. This person will oversee the customer experience after the sale-helping customers receive the full value of their service agreements while coordinating closely with Sales, Operations, Dispatch, Project Management, and Finance.

This is an opportunity for someone who understands our business, builds trust naturally, and wants to help shape a more proactive and consistent customer experience.

• Manage a portfolio of commercial HVAC service customers
• Serve as a trusted point of contact throughout the customer relationship
• Support new customer onboarding and establish a 30-90-day communication plan
• Conduct customer meetings, site visits, service follow-ups, and account reviews
• Monitor customer satisfaction, service performance, and account health
• Coordinate internally to resolve customer concerns and provide timely updates
• Maintain awareness of maintenance, repairs, projects, proposals, and other activity at customer locations
• Learn each customer’s facilities, priorities, budget cycles, buying process, and key stakeholders
• Present performance information, system recommendations, and Asset Condition Reports
• Identify additional maintenance, repair, controls, indoor air quality, energy-efficiency, and capital-improvement opportunities
• Develop and present proposals tailored to customer needs
• Lead proactive service-agreement renewal conversations
• Maintain accurate customer information, activities, opportunities, and forecasts in the CRM
• Gather customer feedback and help turn it into meaningful improvements

• Have experience in account management, customer service, sales, operations, or another relationship-focused role
• Understand our Service business and how we deliver value to customers
• Build trust and communicate effectively with customers and associates
• Are comfortable discussing customer needs, business priorities, budgets, and purchasing decisions
• Can identify growth opportunities while protecting the customer relationship
• Follow through consistently and take ownership of customer concerns
• Work effectively across departments to solve problems
• Are organized and able to manage multiple accounts, deadlines, and priorities
• Are comfortable using CRM systems and maintaining accurate account information
• Are willing to travel locally to customer facilities throughout the Knoxville market

• Customers feel informed, valued, and confident in their partnership with Perfection Group
• Customer needs and concerns are identified and addressed proactively
• Service agreements are renewed before expiration with a clear understanding of the value we provide
• Customer activity, opportunities, renewal risks, and forecasts are documented accurately
• Existing customers expand their relationship with Perfection Group
• Internal teams work together to deliver a consistent customer experience