The Customer Success Manager (CSM) supports daily operations, customer communication, invoicing, and reporting. This role is highly execution-focused and requires strong attention to detail, organization, and responsiveness.
The CSM works closely with customers, technicians, and internal teams to ensure jobs are scheduled correctly, reports are accurate, and billing is completed on time. This role is critical to delivering a seamless customer experience and supporting overall operational efficiency.
Key Responsibilities
Customer Support & Communication
- Serve as a point of contact for customer requests and inquiries
- Respond to customers quickly and professionally
- Help resolve customer issues related to scheduling, reports, and billing
Invoicing & Billing
- Generate quotes and final costings for recurring site visits
- Support monthly and ad hoc invoicing
- Ensure billing accuracy and consistency
- Work with internal teams to resolve billing discrepancies
- Support accounts receivable follow-up as needed
Report Review & Quality Control
- Review technician reports for accuracy, completeness, and formatting
- Cross check reports against schedule
- Ensure reports meet SSA standards before delivery to customers
- Coordinate corrections with technicians when needed
Operational & Administrative Support
- Scheduling and coordination of customer jobs
- Assist technicians with administrative needs
- Maintain organized records, documentation, and workflows
- Create purchase orders for equipment sales and manage logistics
- Coordinate audits
- Ensure office supplies are readily available, and company vans are maintained
- Help ensure smooth day-to-day operations across the team
What Success Looks Like?
- KPIs around safety, quality and delivery remain on target
- Invoices are accurate and sent on time with no surprises
- Reports are clean, complete, and delivered promptly
- Customers receive fast, clear communication
- Tasks are completed without follow-up or reminders
- The operation runs smoothly with minimal errors or delays
- ISO audits are passed
Qualifications & Skills
Core Competencies
- Strong attention to detail and organization
- Ability to manage multiple tasks and priorities
- Clear and professional communication skills
- Strong sense of ownership and follow-tthrough
- Ability to work in a fast-paced, execution-focused environment
Technical Skills
- Proficiency in Microsoft Excel and Office tools
- Comfortable learning new systems (CRM, scheduling, billing platforms)
Experience
- 1–4 years of experience in customer service, operations, or administrative support
- Experience with invoicing, reporting, or coordination is a plus
Work Environment & Expectations
- Fast-paced, detail-oriented environment
- High standards for responsiveness, accuracy, and accountability
- Team-oriented with close collaboration across functions