Customer Success Account Manager

Infinity by Marvin • Bowling Green, OH

20h

About The Position

Infinity Replacement is Marvin’s dedicated replacement window and door business, operating on a direct-to-consumer model. As a Customer Success Account Manager, you will be crucial in providing an exceptional customer experience, guiding them from their initial appointment with a Design Consultant through to the final walkthrough with a Project Manager. This role involves ensuring customers feel supported, informed, and satisfied with their project outcomes, thriving in a fast-paced, customer-focused environment.

Requirements

• High school diploma or equivalent
• Proven track record in team collaboration and success management
• 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

• College degree preferred
• Prior home improvement industry experience preferred
• Experience with Salesforce or other CRM systems preferred

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

• Health insurance
• Paid holidays
• Paid parental leave
• 401(k) retirement savings match
• $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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 1-10 employees