Customer Success Account Manager

Infinity Marvin • Brewster, NY

4d • $69,000 - $80,000

About The Position

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.

Requirements

• High school diploma or equivalent; college degree preferred
• 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

Nice To Haves

• Prior home improvement industry experience preferred
• Experience with Salesforce or other CRM systems preferred
• Proven track record in team collaboration and success management

Responsibilities

• 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.

Benefits

• $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
• health insurance
• paid holidays
• paid parental leave
• a 401(k) retirement savings match

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED