Senior Customer Success Manager

Airoom Companies, LLC is seeking a Senior Customer Success Manager to own post-sale client relationships for high-end residential remodeling projects. You will serve as the primary point of contact for homeowners, guiding them from contract through design, construction, and project completion. Responsibilities include onboarding clients, setting expectations, managing communications, tracking satisfaction, and resolving issues in partnership with design, architecture, and construction teams.

You'll analyze project feedback and KPIs, refine processes, and mentor teammates, ensuring an exceptional client experience that reflects Airoom's craftsmanship, integrity, and long-term relationship focus.

Responsibilities

• Serve as primary post-sale contact for homeowners throughout design and construction phases
• Lead client onboarding, expectation setting, and communication plans
• Monitor client satisfaction, gather feedback, and address concerns proactively
• Coordinate with design, architecture, and construction teams to resolve issues
• Track and report on customer success KPIs and project health
• Identify process improvements to enhance client experience and retention
• Develop and maintain long-term client relationships and referrals
• Mentor junior team members on best practices in customer success

Required Skills

• Customer success management
• Account management
• CRM software (e.g., Salesforce, Hub
• Spot)
• Construction or remodeling industry knowledge
• Project management
• Data analysis and reporting
• Customer onboarding and training
• Conflict resolution and issue escalation
• Process improvement
• Stakeholder communication