Customer Success Manager

claytonhomes; Oxford (NC); On-site; USD 70,000 - 110,000; Full time

Job summary

Clayton Homes in North Carolina is seeking a Customer Success Manager to build trusted partnerships between customers and our home building and supply facilities, driving value-added services and world-class service.

You will develop market strategies, execute growth in assigned markets, coach retail partners, analyze audiences, and ensure exceptional customer experiences while supporting inventory, product quality, and brand loyalty.

Qualifications

• Associate's degree preferred; Bachelor's degree a plus.
• 3+ years of experience in Sales, Marketing Research, Market Intelligence, or Consulting.
• Excellent written and verbal communication skills.
• High integrity and ethics; comply with local, state, and federal regulations.
• Strong attention to detail, organizational and analytical abilities.
• Able to work independently or in a team.
• Self-motivated, hard-working, and assertive.
• Proficient in Excel, Word, and PowerPoint.

Responsibilities

• Create market and product strategy by studying markets, market share, and growth potentials in assigned territories.
• Execute sales growth in assigned markets to support production run rate.
• Develop understanding of target audiences and engagement opportunities.
• Manage knowledge of products, merchandising, inventory management, and promotions.
• Elevate brand perception through customer focus and service excellence.
• Lead training for technology, social media, service and parts processes as needed.

Skills

Communication skills

Teamwork

Data analysis

Microsoft Office

Education

Associate's degree

Bachelor's degree

Tools

Microsoft Office

Job description

Clayton is a leading single-family, values-driven home builder dedicated to attainable housing, sustainable practices and creating a world-class experience for customers and team members. Our company portfolio includes a broad offering of attainable housing, and as a vertically integrated home builder, we are uniquely positioned to serve customers through every stage of the homeownership journey - building, selling, financing, and insuring homes. From entry-level to more experienced positions, we're actively recruiting individuals who are passionate, positive, and eager to learn. We then equip you for success, whether you're in the office, in the field, or on the floor. As a member of our team you'll enjoy excellent benefits, opportunities for growth, and an encouraging culture that supports work / life balance.

Position Summary:

Customer Success Managers (CSM) are the frontline for all Clayton Home Building Group, building trusted business partnerships between our customers and our Home Building and Supply Facilities to provide value-added services which supports sustainable growth and brand loyalty. It's a role that combines traditional sales and market growth practices and aligns them with world class customer experience through training and teaching our customers to improve the collective business. By championing company initiatives, the CSM will work to create efficiencies in product and inventory management, technology, product quality, and sales management to continuously increase the value we provide our customers and ensure an overall world-class customer experience.

Duties / Responsibilities:

• Responsible for creating market and product strategy by studying the various markets, market share potentials, and market growth potentials in assigned territories.
• Execute sales and sales growth in assigned markets to supply the home building facility with budgeted production run rate.
• Develop an empirical understanding of our target audiences - their attitudes, behaviors, needs, and opportunities for engagement.
• Manage and maintain knowledge of products and merchandising, inventory management, and promotions, making positive adjustments when needed.
• Elevate housing and perceptions of the industry and Brand through customer focus.
• Oversee successful and efficient implementation of training in technology, social media, service and parts processes, consumer insights, and other forms of marketing as needed.
• Continuously prospect new avenues to build market share while keeping a keen focus on providing exceptional customer service to create brand loyalty and build referrals.
• Maintain the vision of continuous coaching and idea sharing to retail partners and home building facilities to ensure optimal growth for all locations.
• Organize sales responsibilities to maximize clarity, efficiency, and productivity to meet established goals.
• Identify opportunities for improving business processes to increase brand loyalty and drive customer referrals.
• Proactively face challenges while being committed to providing customers with excellent services and products.
• Create engagement and awareness to positively influence NPS and customer referrals.
• Train retail partners on social and digital media best practices to ensure brand exposure in ways most applicable to the customer.
• Conduct visits to retail partners for hands‑on training and product updates.
• Stay up to date on trends within the industry through frequent competitive analysis.
• Support Production Team by taking ownership of order accuracy to minimize or eliminate change orders, special requests, and schedule changes.
• Other duties as assigned.

Qualifications:

• Associate's (2 year) degree with a preference for business, sales, economics, marketing, math or similar majors that require data-based decision making preferred. Bachelor's (4 year) degree a plus.
• 3+ years of work experience preferred in the areas of Sales, Marketing Research, Market Intelligence, or Consulting.
• Must have great communication skills, written and verbal.
• Must continuously use the highest level of personal integrity and business ethics. Faithfully execute all applicable regulations of local, state and federal authorities.
• Great attention to detail, organizational, and analytical skills.
• Ability to work independently or in a team environment.
• Motivated and self-starter.
• Willing to learn, hard-working, determined, and assertive.
• Microsoft Office skills (Excel, Word, PowerPoint).

Physical Demands:

• Must be able to consistently operate a computer and other office productivity machinery such as telephone, calculator, copy machine, computer printer, etc.
• Must be able to communicate with others via phone, email, and in person. Must be able to exchange accurate information with others.
• Constantly works in an indoor, temperature-controlled, sealed-window office environment.
• Work primarily involves sitting / standing.

Travel Requirements:

Some, up to 50%

Why Clayton?

Full-time team members have the flexibi