Customer Success Manager

About Us

Casaplex provides tailored audiovisual, automation, and service solutions that delight customers and power modern spaces. Our success is built on strong relationships, clear communication, and rapid problem resolution. The Customer Success Manager is central to delivering that experience.

The Customer Success Manager owns the customer experience from service inquiry through resolution. This is a highly client-facing role focused on building strong relationships with our service plan holders, translating technical issues into clear communication, and coordinating swift action when problems arise. You will manage service work, resolve issues, improve existing internal processes, and maintain client trust and satisfaction. This hands-on, fast-paced role requires someone comfortable juggling priorities, frequent interruptions, and improving processes while operating within them.

• Customer Engagement & Relationship Management
• Serve as the main point of contact for clients with service plans
• Build and maintain strong, trustworthy client relationships
• Translate technical issues into understandable communications
• Prioritize and coordinate response for urgent client needs
• Provide proactive status updates and ensure clients feel supported
• Sell service agreements to new and existing clients
• Learning and improving on use of the existing ERP software in place.

Service Coordination & Support

• Manage service tickets and maintain documentation accuracy
• Coordinate RMAs, parts, schedules, and follow-ups for service work
• Step into support functions as needed, including call handling and ticket follow-up
• Leverage internal technical support for complex issues

Process improvement & internal collaboration

• Identify trends in service inquiries and communication gaps
• Recommend and implement workflow improvements
• Collaborate with internal teams to ensure consistent service delivery
• Support continuous enhancement of customer tools and systems

Must-have

• Strong communication skills and ability to translate technical issues clearly
• Comfortable with frequent interruptions and shifting priorities
• Able to take ownership and act without needing perfect processes
• Team player, positive attitude, self advocating

Nice-to-have

• Experience with AV/automation systems or other technical environments
• Familiarity with service ticketing tools or CRM systems
• Prior experience coordinating between technical and non-technical teams

What success looks like in first 90 days

• Clients feel informed, supported, and confident in the service process
• Urgent issues are activated and resolved efficiently
• Communication timelines consistently meet expectations
• Internal workflows are smoother and clearer due to proactive improvements

Who Thrives here

• Scrappy yet organized
• Comfortable juggling many moving pieces
• Strong at client communication
• Excited to solve problems and improve processes

Not ideal for someone who:

• Requires highly structured tasks and minimal interruption
• Prefers only internal communication or isolated work

Base salary range $65,000 – $80,000, depending on experience. Bonus opportunities may be considered.