Customer Success Team Lead

Climate Pros, LLC; Glendale Heights (IL); On-site; USD 70,000 - 90,000; Full time

Job summary

Climate Pros, LLC is seeking a Customer Success Team Lead to backfill the CSM role and coordinate field service, billing, and account support. You will manage daily client interactions, monitor SLA performance, and drive customer satisfaction across national accounts.

Responsibilities include KPI reporting, quarterly business reviews, and maintaining customer playbooks. The role emphasizes collaboration with branches, billing, IT, and sales in a fast-paced environment.

Qualifications

• 5+ years of clerical or administrative experience.
• Excellent written and verbal communication skills.
• Detail oriented with strong organizational skills.
• Proficient in MS Word, Excel, Outlook; comfortable with office equipment.

Responsibilities

• Backfill for the CSM when needed and coordinate with cross-functional teams.
• Serve as primary liaison for key accounts and daily operational items.
• Ensure timely processing of dispatches and accurate SLA tracking.
• Maintain customer work order networks and refrigerant tracking sites as assigned.
• Prepare monthly KPI reports and scorecards for major customers.
• Collaborate with CS Manager, Service Manager and Branch Managers to resolve issues.
• Support billing with invoice accuracy and timely processing.
• Lead Quarterly Business Reviews and maintain customer playbooks and onboarding materials.

Skills

Clerical Experience

MS Office

Communication Skills

Detail Orientation

Organization

Problem Solving

Tools

MS Office Suite

Job description

Location Preference: Glendale Heights, IL or Atlanta, GA

The Customer Success Team Lead is a customer-facing position and provides support for our strategic and national accounts. Customer Success Team Lead is the primary backfill for the CSM in their absence. The Customer Success Team Lead is the primary customer liaison for Climate Pros, responsible for coordinating field service, billing, account support, compliance, preventive maintenance, QBR scheduling, and other key touchpoints that influence customer satisfaction. The Customer Success Team Lead is responsive to client needs and collaborates effectively within cross-functional teams, demonstrating flexibility and initiative in a fast-paced environment.

Duties and Responsibilities

• Customer Success Team Lead will be the primary backfill for the CSM and must be consistently aligned.
• The Customer Success Team Lead may be assigned as primary account manager for smaller or regional accounts. These assignments are key to customer growth as well as CSS personal development.
• Customer Success Team Lead will be a key point of contact for all daily business items that impact customer experience with Climate Pros.
• Ensure that dispatches in "For Review" are being processed in a correct and timely manner
• Monitor and maintain customer work order networks and refrigerant tracking websites as assigned
• Track Service Level Agreements (SLA) performance for assigned accounts
• Track and highlight recurring customer site issues
• As assigned, prepare monthly KPI reports and scorecards for key customers
• Manage and update content of customer playbooks and onboarding materials
• Process NTE increases requests in customer work order networks and in-house software for customers/s as assigned
• Work closely with the Customer Success Manager, Service Manager, and Branch Managers to elevate and resolve customer issues in an efficient and timely manner
• Process and track Manufacturer warranty claims
• Lead and find a resolution when high-severity requests or escalations occur within assigned accounts.
• Customer Success Team Lead will work with the billing teams to ensure that invoices are timely and
• Customer Success Team Lead will track and manage Customer Specific KPIs and address issues that inhibit achieving or exceeding agreed-upon goals.
• Customer Success Team Lead will be responsible for Quarterly Business Review planning and preparation.
• Customer Success Team Lead will make safety in the workplace the number one priority within the team and while dealing with customers.

Internal Interactions

• Customer Success Team Lead interacts collaboratively with cross-functional stakeholders to ensure alignment with account expectations and contractual agreements.
• Daily interaction with branches, billing, IT, and sales is necessary to achieve the expected level of customer satisfaction

Skills, Education, and Competencies

• Excellent oral and written communication skills
• Detail-oriented and accurate
• Strong organizational skills
• Good problem-solving skills
• 5+ years of clerical or administrative experience
• Computer knowledge must include MS Office- Word, Excel, and Outlook
• Operation of general office equipment

Physical Requirements and Working Conditions

Work is performed in a normal office environment or during customer and job-site visits.

• Specific vision abilities required by this job include close vision requirements due to computer work.
• Light to moderate lifting may be required.

Climate Pros is proud to be an Equal Employment Opportunity and Aff…?

In alignment with Climate Pros' values and applicable laws, we are committed to promoting pay transparency and equity. Compensation within the stated range will vary based on the candidate's job-related knowledge, skills, and experience. Final offers will be tailored to the individual’s qualifications and potential contribution.