Customer Success Account Manager

Infinity by Marvin•Middleburg Heights, OH

21h

About The Position

Infinity Replacement is Marvin's dedicated replacement window and door business, focusing on a direct-to-consumer model to deliver premium fiberglass products, personalized in-home consultations, and professional installation. 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. Your role is to ensure customers feel supported, informed, and satisfied with their project outcome. This position is ideal for individuals motivated by helping people and 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

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