Customer Success Manager

Customer Success Manager

Who We are...... We are a software company dedicated to providing a high-value solution to make it easy for our customers to manage safe, productive, and well-maintained physical environments. We leverage our product and knowledge of the industry to help our customers improve efficiencies and save money.

Who We Are Looking For…… We’re looking for a proactive and customer-focused Customer Success Manager to join our growing team. In this role, you will be responsible for managing the post-sale customer lifecycle, ensuring successful product adoption and maximizing customer satisfaction and retention. You’ll act as a trusted advisor to our clients, helping them achieve their goals across our different software platforms: FacilityONE, VLogic, and Wizard.. We need someone who is skilled at building relationships, solving problems, and working independently.

Responsibilities……

• Build and maintain strong relationships with a portfolio of customers, ensuring their long-term success with our platforms.

• Serve as the primary point of contact for customer questions, issues, and feedback.

• Monitor customer health metrics and proactively address concerns to reduce churn risk.

• Deliver product training, webinars, and ongoing support to increase user engagement and satisfaction.

• Conduct regular check-ins and business reviews to ensure the solution is meeting clients' needs.

• Collaborate with Sales, Product, and Support teams to advocate for customer needs.

• Identify opportunities for upselling and expansion by understanding customer goals and challenges.

• Maintain accurate records of customer interactions, usage trends, and renewal timelines.

Qualifications & Fit……

• 5-7 years experience in Customer Success, Account Management, or related client-facing roles, ideally in a SAAS environment

• Strong interpersonal and communication skills with the ability to build rapport and trust with clients

• Proven track record of managing multiple accounts and priorities in a fast-paced environment

• Proficiency with CRM systems (HubSpot preferred)

• A customer-first mindset with a passion for helping others succeed

• Ability to analyze customer data and usage trends to drive engagement and retention strategies

• Experience working with clients in the government sector a plus

Benefits….. We know our employees are our most valuable resource, so we've designed our benefits to align with their wants and needs, and to ensure their personal and professional well-being.

• Skip the commute! We are a flexible, remote-first team with an office in Charlotte, North Carolina. We prioritize work-life balance for all employees, and we provide work equipment as well as a monthly internet stipend.

• Generous health coverage including medical, dental, vision, and short- and long-term disability coverage.

• Flexible vacation and generous time off - we have an unlimited PTO policy with no accruals, so no need to worry about 'use it or lose it'!.

• 401k Matching - FacilityONE provides a 4% match on 401(k) contributions to help our employees invest in their futures.

• Employee-recognition - we want everyone on our team to feel welcome and appreciated, so we encourage recognition of our peers for a job well-done or going above and beyond!

• Annual Wellness Benefits, which can be used towards gym memberships, fitness classes or apps, workout equipment, etc.

• "Furternity" Leave - we understand that pets are an important part of our employee's lives. Personal time can be used to adopt or care for a furry friend.

Our Culture...... A bit about us - We are looking for people who aren’t just interested in working at a small company; we need people who are excited about building a great company! Here are some of the key principals we value in an employee:

• Mindful Collaboration We value thoughtful honesty, treating each other with respect as a cohesive team, and embracing both victories and failures.

• Creative Problem-Solving We believe that for every problem, there is a solution, especially with great teamwork, out-of-the-box ideas, and imaginative thinking!

• Ambitious Success We challenge ourselves as a growing organization to excel by setting goals, prioritizing accountability, and recognizing results.

• Ownership As a team, we emphasize taking ownership and proactively address our customers challenges.

• Growth mindset We are always looking for ways to improve and grow; we have an open culture and a leadership team that values communication and feedback

If you like what you hear and you’re passionate about joining a team like the one we’ve described, we’d love to talk!

Compensation: $75,000-80,000 base plus bonus. Salary ranges are determined by location, level, experience, and skills. This will be discussed further with the Talent team during the hiring process.

FacilityONE is an equal opportunity employer. We value diversity and are committed to creating an inclusive environment for all employees. All hiring decisions are made based on business needs and individual merit regardless of age, race, sex, religion, gender identity, sexual orientation, or marital, veteran, or disability status.