Please note; this role is based in Pittsford!

About the Role

We’re looking for a Customer Success Manager 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.

What You'll Do

• Serve as the primary liaison for a portfolio of existing customers, maintaining ongoing communication and managing service satisfaction
• 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 CRM or internal systems
• 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)

What We’re Looking For

• Prior customer service, client-facing, or account management experience (2+ years preferred)
• 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
• Valid driver’s license and ability to travel locally (fuel allowance provided)

Perks & Benefits

• $50,000 base salary
• Fuel and cell phone allowance
• Annual commission opportunities ($3,000–$5,000)
• Performance-based raise program
• Full benefits package: medical, dental, vision
• 401(k) with company match
• Paid training and ongoing professional development
• Company-sponsored annual tropical trip for top performers
• Supportive, inclusive team culture