Customer Success Manager

Coverall • Pittsford, NY

4d

About The Position

Coverall is a commercial cleaning franchisor that uses a franchise business model to provide health-based janitorial services. The company serves customer facilities in medical, educational, industrial, and general office environments through independent franchise owners.

The Customer Success Manager serves as the primary liaison for a portfolio of existing customers, maintaining ongoing communication and managing service satisfaction. The role also works closely with local franchisees by providing hands-on training and mentorship to support their day-to-day operations. It combines customer engagement, fieldwork, service support, and operational assistance.

Requirements

• Prior customer service, client-facing, or account management experience; 2+ years is preferred.
• Strong communication and interpersonal skills.
• Ability to train, coach, and motivate others in one-on-one and group settings.
• Organized and dependable, with the ability to manage multiple tasks simultaneously.
• Comfortable with light physical tasks and occasional fieldwork.
• Proficiency in Microsoft Office.
• Valid driver's license and ability to travel locally.

Nice To Haves

• CRM experience.

Responsibilities

• Conduct new customer onboarding and ensure a smooth, positive setup process.
• Deliver field-based and classroom training to new and existing franchisees on operational procedures, service standards, and client management.
• Provide quotes and proposals for additional services.
• Document customer and franchisee interactions in the internal system.
• Address service-related inquiries and resolve client issues professionally and promptly.
• Occasionally assist with loading or preparing equipment for franchisees.

Benefits

• Fuel and cell phone allowance.
• Commission opportunities of $3,000–$5,000.
• Performance-based raise program.
• Medical, dental, and vision benefits.
• 401(k) with company match.
• Paid training and ongoing professional development.
• Company-sponsored annual tropical trip for top performers.
• Supportive, inclusive team culture.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed