Customer Success Advisor

Kato Roofing•Mankato, MN

2d•Hybrid

About The Position

The Customer Success Advisor (CSM) is responsible for managing and growing long-term relationships with KRI customers. This role serves as the primary point of contact for assigned accounts, ensuring customers receive proactive support, clear communication, and value from inspections, service work, and multi-year roofing programs. The CS A partners closely with administration, service operations, and estimating teams to drive customer retention, expansion, and satisfaction while meeting defined revenue and performance KPIs.

Requirements

Commercial roofing, construction, facilities management, or building services industry experience
Experience selling service contracts or recurring revenue offerings
Knowledge of roof inspections, maintenance programs, or capital planning concepts
3+ years of experience in customer success, account management, or B2B customer-facing roles (construction, roofing, or facilities preferred)
Strong communication skills with the ability to explain technical roofing information to non-technical customers
Proven experience managing multiple accounts and priorities simultaneously
Comfort with revenue responsibility and performance-based KPIs
Experience working with CRM systems and customer tracking tools

Responsibilities

Serve as the primary relationship owner for assigned KRI accounts
Conduct regular customer meetings to review account status, inspection results, service history, and future needs
Establish and maintain recurring communication cadences with key accounts through proactive check-ins and account reviews
Build trusted advisor relationships with decision-makers and stakeholders
Meet with building owners from GC projects and develop relationships and enroll new customers in Preventative Maintenance Programs
Directly review all inspection findings with customers, clearly explaining roof conditions, risks, and recommended actions
Translate inspection data into actionable recommendations and long-term maintenance or capital planning discussions
Coordinate with internal teams to ensure inspection findings are accurately documented and communicated
Act as the escalation point for customer support issues, ensuring timely resolution and clear communication
Advocate for customers internally while balancing operational feasibility and company standards
Track and resolve support cases to completion, maintaining high customer satisfaction
Drive customer sales for roof inspections, quoted service work, and repairs
Identify, present, and close multi-year service and maintenance contracts
Grow Annual Contract Value (ACV) through renewals, expansions, and upsell opportunities
Collaborate with sales and estimating teams to scope, price, and present service proposals
Meet or exceed KPIs tied to: Annual Contract Value (ACV) and Number of multi-year contracts signed
Maintain accurate CRM records, including account notes, opportunities, and activity tracking
Provide regular updates and reporting on sales activity, account health, and market insights
Support leadership with accurate forecasting and performance metrics