Customer Success Manager

Coverall; Town of Pittsford (NY); On-site; USD 42,000 - 64,000; Full time

Job summary

Coverall in the United States seeks a field-focused Customer Success Specialist to onboard new customers and train franchisees. You will be the primary field contact, ensuring clients receive top-tier service and guidance while coordinating with local franchise partners.

You'll conduct hands-on and classroom training on operational procedures, service standards, and client management, provide quotes for additional services, document interactions in the CRM, and handle inquiries with

Qualifications

• 2+ years in customer service, client-facing, or account management preferred.

Responsibilities

• Onboard new customers to ensure smooth setup and positive experience.
• Deliver field-based and classroom training to franchisees on operations, service standards, and client management.
• Provide quotes and proposals for additional services to maximize partner value.
• Document all customer and franchisee interactions in the internal system.
• Address service inquiries and resolve client issues with professionalism and urgency.
• Occasionally assist with loading or preparing equipment for franchisees (light-duty, hands-on support).

Skills

Communication

Training & coaching

Organization

Light physical tasks

MS Office / CRM

Tools

Microsoft Office

CRM experience

Job description

Coverall is one of the world's largest commercial cleaning franchisors, specializing in a health-based approach to janitorial services. Unlike a traditional cleaning company that hires corporate employees to clean buildings, Coverall operates entirely on a franchise business model. They sell and license independent business packages to individuals looking to own and operate their own commercial cleaning companies.

Why Coverall:

• System-Wide Reach: Coverall boasts a massive footprint consisting of nearly 8,300 independent franchise owners operating through roughly 43 master corporate-owned regional distribution centers.
• Market Impact: Coverall serves more than 50,000 customer facilities globally. In recent years, we generated roughly $595 million in system-wide sales.
• Market Stability: Essential in-person services remain critical and stable through technological shifts, driving high demand for janitorial business ownership.
• Target Environments: Our human-led, scientifically backed processes are explicitly customized for medical, educational, industrial facilities, and general office space.

About the Role

Serve as the primary liaison for a portfolio of existing customers, maintaining ongoing communication and managing service satisfaction. We're looking for someone who thrives on building relationships, solving problems, and empowering others. In this role, you'll act as the main point of contact for existing customers, ensuring they receive top-tier service and support. You'll also work closely with our local franchisees, providing hands-on training and mentorship to help them succeed in their day-to-day operations. This is a great opportunity for someone who loves to be out in the field, is proactive, and enjoys a mix of customer engagement, service, and operational support.

Responsibilities

• Conduct new customer onboarding, ensuring a smooth and positive setup process
• Deliver field-based and classroom training to both new and existing franchisees on operational procedures, service standards, and client management
• Provide quotes and proposals for additional services, helping customers maximize the value of their partnership
• Document all customer and franchisee interactions in internal system
• Address service-related inquiries and resolve any client issues with professionalism and urgency
• Occasionally assist with loading or preparing equipment for franchisees (light-duty, hands-on support)

Qualifications

• Prior customer service, client-facing, or account management experience (2+ years preferred)

Required Skills

• Strong communication and interpersonal skills
• Ability to train, coach, and motivate others - both one-on-one and in group settings
• Organized, dependable, and able to manage multiple tasks simultaneously
• Comfortable with light physical tasks and occasional fieldwork
• Proficiency in Microsoft Office; CRM experience a plus