Customer Success Account Manager

Location: Brewster

Job Overview

Infinity Replacement is our dedicated replacement window and door business, where we bring Marvin's legacy of quality directly to homeowners. Through a direct-to-consumer model, we deliver premium fiberglass products, personalized in-home consultations, and professional installation-making the window replacement process simple, seamless, and satisfying.

As a Customer Success Account Manager, you will play a vital role in creating an exceptional experience for our customers. From their first appointment with a Design Consultant to the final walkthrough with a Project Manager, you'll guide them through every step of their journey. Your mission is to ensure each customer feels supported, informed, and delighted with their project outcome.

If you're motivated by helping people and thrive in a fast-paced, customer-focused environment, this is the role for you.

Highlights of your role

* Serve as the single point of contact for customers after the sale, advocating for their success and building individualized solutions for a curated experience.

* Manage the post-sale journey, including:

* Technical Measure

* Installation Scheduling

* Post-Installation Follow-Up & Walkthrough

* Customer Service & Repairs

* Communicate with customers via phone, email, text, and web chat-bringing energy, professionalism, and enthusiasm to every interaction.

* Coordinate all aspects of job processing:

* Generate and manage customer paperwork

* Assign tasks to Project Managers

* Ensure permits are obtained

* Create invoices and assist with accounts receivable

* Follow up to ensure we exceed expectations, gather feedback, and drive process improvements.

* Maintain compliance with legal and internal standards (PCI, permitting, registrations, lead paint, etc.).

* Accurately input data into our CRM system and support field staff with scheduling and customer needs.

You're a good fit if you have (or if you can)

* High school diploma or equivalent; college degree preferred

* Prior home improvement industry experience preferred

* Experience with Salesforce or other CRM systems preferred

* Proven track record in team collaboration and success management

We also want to make sure you have

* 2+ years of experience in project coordination or office management

* Positive attitude, customer-centric mindset, and strong drive to perform

* High energy and enthusiasm in daily interactions

* Proficiency in Microsoft Office programs

* Excellent communication skills and phone etiquette

* Strong organizational skills, attention to detail, and ability to prioritize

We invite you to see yourself at Marvin

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and
-led window and door company, you belong to a community full of opportunities.

For more than a century, we've been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin's quality products, including Infinity Replacement Windows and Doors, and Tru Stile Doors.

Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first. We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!

Some of our unique and most popular benefits include:

* $300 annual wellbeing account to spend on what helps you feel happy + healthy

* Better Living Day! (a paid day off to go have some fun)

* Annual profit sharing - recognizing everyone's contribution to Marvin's success

* Giving at Marvin - participate in organized volunteer opportunities

* Brighter Days Fund - financial support from your colleagues and the Marvin family during personal hardships

Join the more than 8,000 Marvin team members to experience these benefits and more. Apply today!

Marvin is an equal opportunity employer

Marvin is committed to creating an inclusive environment for all employees and applicants. Employment decisions are made without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other protected status under applicable laws. Applicants requiring reasonable accommodation for any part of the application and hiring process may contact us at

Compensation

$69,000 - $80,000, pay based on experience