Strategic Customer Success Lead — SLA & QBR Focus

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

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.