Customer Success Manager for Service Company

Done Right Hood & Fire Safety is looking for an Account Manager to join our team in our Brooklyn office. This person will operate as the lead on all critical business accounts.  The focus of this vital role is to manage the relationship with the client by creating a positive working relationship. The Account Manager is responsible for addressing client issues and responding to questions.   

The ideal candidate comes with experience in account management and developing new business opportunities among both existing and new customers. Excellent cross-functional experience working with customer service and product development to improve the entire customer experience is a critical factor in this role. 

Responsibilities: 

• Oversee customer account management – Includes developing new business along with negotiating contracts and agreements to maximize profits.
• Collaborate cross-functionally – Work closely with the sales team to achieve quotas while keeping clients satisfied and engaged with products and services.
• Ensure delivery to customers - Facilitate the timely and successful delivery of solutions according to customer needs and objectives.

1. Client Relationship Management

• Serve as the main point of contact for ongoing clients.
• Conduct regular check-ins to ensure service quality.
• Understand client needs, preferences, and long-term goals.

2. Contract & Account Oversight

• Manage service contracts (renewals, upsells, scope changes).
• Ensure service levels (SLAs) are met.
• Handle billing questions or escalations.

3. Sales & Revenue Growth

• Identify opportunities for additional services or upgrades.
• Prepare proposals or quotes for expanded work.
• Coordinate with sales teams for new business.

4. Service Coordination

• Work with schedulers/operations to ensure clients receive services as promised.
• Communicate client-specific instructions or requirements to the service team.
• Escalate issues internally (quality concerns, repeated failures, etc.).

5. Problem Resolution

• Handle customer complaints or escalations professionally.
• Develop plans to improve service delivery for high-value clients.
• Maintain client satisfaction and retention.

6. Reporting

• Provide clients with service reports, performance metrics, or project status updates.
• Track account health and forecast revenue.
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Requirements

• Minimum of 3 years of experience in a customer success or account management role.
• Proven track record of building and maintaining strong client relationships.
• Excellent communication and interpersonal skills.
• Ability to analyze data and use insights to drive customer success.
• Strong problem-solving skills and attention to detail.
• Experience in the fire safety or related industry is a plus.