United States onlyJob Description
At Conduit Tech, we’re focused on the 10% of all energy use that derives from residential HVAC use. We enable the clean energy workforce to be more productive and effective - starting with software tools for HVAC pros. By supporting contractors to design, sell, and install high-efficiency HVAC systems, Conduit will help mitigate grid strain, reduce home energy use and enhance home comfort. We’re working with over 200 HVAC companies, generating both direct product feedback and revenue.
Role Description
As our Customer Success Manager, you will play a critical role in an early stage HVAC startup. You are obsessed with our customer - you want to support our Pros in the field. You will train our teams on our technology and how to excel in the home with it. You work in a self-directed manner, and crave a massive impact. You will be working in a central role to facilitate customer relationships, and serve as a critical link between the field, Business Operations and Product. The position is responsible for ensuring customer satisfaction through training and customer technical support as needed - you will play a critical role in driving our customers’ impact by facilitating a smooth and successful onboarding experience for customers and an ongoing great experience - aligning their success with Conduit’s growth.
You will thrive if you are:
Customer-obsessed: You love talking to and helping customers all day, every day. You're empathetic and seek to do what’s best for your customers while keeping the company's best interests at the forefront.
A great listener & communicator: You patiently listen, and respond with excellent written and verbal communication skills
Growth oriented: You are always looking to learn more and learn faster. You feel uneasy when you get complacent, and you’re constantly seeking discomfort. You love receiving feedback - and sharing it with your team transparently.
Driven problem solver: This is a startup environment where you will be expected to learn and put it into practice quickly. You love to identify issues and create solutions on the fly. You take pride and ownership in your work, and enjoy being central to critical team decisions.
Efficient & adaptable time manager: You look to prioiritze your time and resources to drive efficiency and impact. You are comfortable with a fast pace, without compromising quality of work, and managing your time and shifting priorities rapidly.
An amazing attitude: You understand that we are in a fast paced startup environment where there isn’t always a process set in place. You love that challenge and want to help build daily.
What you’ll do
Work closely with Conduit’s co-founders to provide the best support ecosystem to our users
Own and drive the strategy of onboarding our users, and ensuring their success on the Conduit Platform.
Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including product and commercial approach
Contribute to the organization of Conduit’s Customer Relationship Management system
Develop and perform recorded, live and in-person HVAC trainings and the corresponding documents, from concept to inception, to develop a curriculum for both software-specific and content-specific trainings
Support in servicing customers through our phone, text and email lines, developing a content library to support
Requirements:
Customer Success experience: Extensive experience working in world-class customer success management, account management, sales or training, and even better if experience in B2B SaaS, or Home Services. You are well-versed in implementation, project management, and training methodologies with the ability to learn new technologies quickly
Proven track-record delivering impact: Proven results reducing churn, driving account expansion, and increasing product adoption.
Work full-time, remotely on the East Coast starting at 8am ET, with up to 40% travel
