Customer Success Manager
About The Position
Casaplex provides tailored audiovisual, automation, and service solutions that delight customers and power modern spaces. Our success is built on strong relationships, clear communication, and rapid problem resolution. The Customer Success Manager is central to delivering that experience. The Customer Success Manager owns the customer experience from service inquiry through resolution. This is a highly client-facing role focused on building strong relationships with our service plan holders, translating technical issues into clear communication, and coordinating swift action when problems arise. You will manage service work, resolve issues, improve existing internal processes, and maintain client trust and satisfaction. This hands-on, fast-paced role requires someone comfortable juggling priorities, frequent interruptions, and improving processes while operating within them.
Requirements
- Strong communication skills and ability to translate technical issues clearly
- Comfortable with frequent interruptions and shifting priorities
- Able to take ownership and act without needing perfect processes
- Team player, positive attitude, self advocating
Nice To Haves
- Experience with AV/automation systems or other technical environments
- Familiarity with service ticketing tools or CRM systems
- Prior experience coordinating between technical and non-technical teams
Responsibilities
- Serve as the main point of contact for clients with service plans
- Build and maintain strong, trustworthy client relationships
- Translate technical issues into understandable communications
- Prioritize and coordinate response for urgent client needs
- Provide proactive status updates and ensure clients feel supported
- Sell service agreements to new and existing clients
- Learning and improving on use of the existing ERP software in place.
- Manage service tickets and maintain documentation accuracy
- Coordinate RMAs, parts, schedules, and follow-ups for service work
- Step into support functions as needed, including call handling and ticket follow-up
- Leverage internal technical support for complex issues
- Identify trends in service inquiries and communication gaps
- Recommend and implement workflow improvements
- Collaborate with internal teams to ensure consistent service delivery
- Support continuous enhancement of customer tools and systems
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
No Education Listed
Number of Employees
11-50 employees
