MEP Customer Experience Manager

Job Description

The Client Success Manager (CSM) is responsible for managing the day-to-day relationship and service delivery for assigned clients, ensuring high levels of satisfaction, retention, and contract performance. The CSM partners closely with operations, sales, and engineering teams to ensure that client expectations are consistently met and that delivers exceptional service results.

Serve as the primary point of contact for assigned clients, ensuring clear communication, timely and effective issue resolution, and alignment on service delivery. Partner with internal operations and service teams to address performance issues impacting overall client satisfaction. Manage 20-40 high-value client accounts, driving account growth, retention, and long-term customer satisfaction. Support client onboarding, renewals, and satisfaction reviews. Track and analyze key client metrics, including response times, work order completion, and customer satisfaction (NPS). Identify opportunities to improve service delivery and client experience through proactive communication and issue resolution. Partner with operations and business sales teams to identify upsell opportunities and support proposal and pricing development. Maintain accurate and up-to-date client records within the CRM system, ensuring visibility of key account activities and touchpoints. Coordinates with the Business Development Manager to ensure a smooth hand-off of new clients, ensuring a smooth transition into contracted services. Contribute to retention reporting, performance tracking, and internal account reviews.

Skills and Requirements

• Customer service focused with a relationship-driven mindset
• Comfortably discuss HVAC, facilities, or mechanical equipment with clients and internal teams.
• Experience using CRM platforms (e.g., HubSpot, Salesforce, or equivalent).
• 3+ years of client relationship management, customer service, or field/customer coordination experience
• Understanding of service delivery and operational performance metrics.
• Proven ability to manage multiple client relationships and competing priorities.
• Need to write their own estimates and proposals.
• Must have experience managing customer accounts and/or selling commercial mechanical services within the HVAC/mechanical contracting industry.
• Bachelor’s degree in Business preferred or significant relevant experience

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal employment opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment without regard to race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request to [email protected].