Customer Success Manager

Vari•Coppell, TX

13d

About The Position

Vari is a workplace furniture company whose mission is to create workspaces that elevate people. The Customer Success Manager (CSM) serves as the Sales Executive’s internal point of contact for project-related needs and owns end-to-end communication and coordination of internal processes. The CSM partners closely with Workspace Design and Project Operations, including Project Installation Managers, as well as stakeholders in Accounting, Product/Inventory, Transportation, and Customer Experience. The role ensures that quotes, orders, agreements, payment and inventory details are accurate so Sales Executives can focus on customers and projects are delivered efficiently. The CSM owns the operational side of projects from design brief and quote through revisions, agreement, order, installation, and closeout. This includes coordinating design requests, preparing and auditing quotes and inventory, confirming payment and contractual requirements, managing agreements and orders in Salesforce and SAP, coordinating installation handoffs, and handling project closeout matters such as RMAs, credit memos, and replacement orders. The role also maintains Salesforce project records, prioritizes requests, follows standard operating procedures, and develops deep knowledge of relevant systems and internal contacts.

Requirements

Experience in project coordination, order management, sales operations, or operational support.
Exceptional attention to detail and a process-driven approach.
Ability to manage a high volume of concurrent projects in a fast-paced, changing environment.
Strong communication skills, an ownership mindset, and a sense of urgency.
Ability to align Sales, Design, Operations, Accounting, and Inventory around customer requirements and deadlines.
Experience with Salesforce and Microsoft Word, Excel, and Outlook.
Working knowledge of quoting, order entry, returns/RMAs, and invoicing.

Nice To Haves

Experience in commercial furniture, construction, or another project-based industry.
SAP or other ERP experience.
Ability to read space plans.
Familiarity with contract vehicles such as GSA and OMNIA.

Responsibilities

Serve as the aligned Sales Executive’s internal point of contact for project-related needs and coordinate the project process with Workspace Design and Project Installation Managers.
Support intake and prioritization of design requests to Workspace Design.
Own quoting for project-related orders and audit project inventory, flagging low-stock and lead-time risks to Sales Executives early.
Ensure payment, credit, and contractual terms are in place.
Distribute customer agreement documents and secure e-signatures.
Confirm final inventory, generate orders in Salesforce, and commit stock in SAP.
Manage backorders, payment receipt, and standalone invoices, including service fees.
Request installation service and hand off complete project details to Project Services.
Partner with the Project Installation Manager to keep Sales Executives and customers informed and resolve issues promptly.
Review installation recaps, complete action items, and manage RMAs, restocking fees, credit memos, and replacement orders.
Keep Salesforce Project records current and prioritize incoming tasks and email requests.
Follow SOPs and build deep Salesforce and SAP knowledge, including troubleshooting errors and identifying relevant contacts across Accounting, Operations, Customer Experience, and Sales.