About the Role

When a customer's machine needs service, an upgrade, or a new installation, our Customer Success Managers make it happen. We are looking for a Customer Success Manager to own service requests from first contact through close-out, keep customers informed every step of the way, and make sure every job is delivered right.

As part of our Customer Service team in Spokane, WA, you will work closely with fellow CSMs, field technicians, Technical Support, Service Parts, Engineering, and service leadership.

What you will be doing:

• Own service requests from intake through close-out using the shared Service Tech Support inbox, including qualifying requests, generating service quotes, scheduling and dispatching technicians, and processing service orders for new installations, upgrades, and repairs

• Respond to customer phone and email inquiries the same day, prioritizing machine-down requests and providing updates until resolved

• Coordinate with fellow CSMs through the shared Teams chat, communicating schedule changes before they are made, especially on jobs owned by another CSM, and resolving scheduling conflicts together

• Keep ownership of requests routed to Technical Support, Service Parts, or Engineering, following up with the internal team and the customer until each request is resolved

• Coordinate customer site compliance and contractor onboarding requirements (such as ISNetworld, Avetta, and Gatefeed) ahead of scheduled service

• Verify each service package is complete, including technician paperwork and follow-up items from internal departments, before it goes to the customer

• Conduct close-out calls after service and promptly distribute notes to the customer, invoicing, and the CSM team, routing each action item to the right department

• Follow up proactively on completed services, maintain relationships with key accounts, and work with leadership to turn customer feedback into improvements

• Help evaluate and refine department processes, metrics, and reports, support hiring efforts, and serve as backup for service management and reception when needed

  What you will bring to the role:

• Strong leadership and organizational skills, with the ability to manage multiple priorities and see assigned tasks through to completion

• Excellent verbal and written communication, professional phone presence, and strong customer service and retention skills

• Ability to analyze customer feedback and put strategies in place to improve the service experience

• Ability to work collaboratively across teams and departments to drive improvements

• Proficiency in Microsoft Office and ERP/CRM systems

• Proven ability to manage customer relationships and improve service processes

• Associate's degree in business, operations, or a related field preferred