Customer Success Manager

Our Customer Success Managers bring our purpose to life by guiding their assigned customers through their journey with Marvin Replacement after their first appointment with a Design Consultant through their final walkthrough with their Project Manager. People In this role curate an exceptional, personalized experience by focusing on the individual needs and being a consistent resource for our customers. Customer Success Managers are resourceful, knowing who to partner with internally and externally to build unique solutions for each customer's individual project needs.

Above all, the Customer Success Manager takes personal accountability and pride in the success of each of their customers' projects. Top candidates will be motivated by and derive great personal satisfaction from helping people.

Guide each Marvin Replacement customer through their post-sale journey with Marvin, from technical measure through the post-installation walk-through. Stages include Technical Measure, Installation Scheduling, Post-Installation Follow Up Walk Through, and Customer Service/Repair. In this position, you will be the single point of contact for our customers, and are charged with advocating for the success of each customer, building individualized solutions for a curated experience.
• Make inbound and outbound calls with energy and enthusiasm. Communicate with customers via phone, email, text and webchat. Be the professional face and voice of Marvin Replacement to customers, appropriately reflecting Marvin brand.
• Manage all aspects of job processing, including generating and managing customer-related paperwork, communicating with project managers and assigning them daily tasks, making sure appropriate permits are obtained and ready, and creating invoices and work in QuickBooks.
• Follow up with customers to ensure we performed above expectations and manage said feedback with process improvement where necessary including managing feedback from customer surveys.
• Assist in collection of accounts receivable. Record and maintain banking records and deposits to ensure accuracy.
• Ensure compliance in legal and internal standards across all aspects of work (PCI compliance, permitting, registrations, lead paint etc.). Accurately input data into our CRM system.
• Be an assistant to our staff in the field with all scheduling and customer needs.

• High school diploma or equivalent; college degree preferred
• 2+ years of experience in project coordination or customer success
• Prior home improvement industry experience is preferred
• A positive attitude, a customer-centric mindset, and a drive to perform
• A strong level of energy and enthusiasm on a day-to-day basis

• Solid understanding of and experience with Microsoft Office programs
• Excellent communication skills and phone etiquette
• Proven track record in team building and success management
• High attention to detail, highly organized, ability to prioritize, and leadership ability.
• Will be required to work Pacific Time Zone hours

From people to products, Marvin is committed to creating better ways of living. When you join this family-owned and -led window and door company, you belong to a community full of opportunities.

For more than a century, we've been at the forefront of designing, building, and engineering premium, award-winning products. Today, Marvin is also proud to have been named a Top Large Employer by Forbes Magazine two years in a row, in 2024 and 2025. With operations in 19 cities across North America, we manufacture Marvin's quality products, including Infinity Replacement Windows and Doors, and TruStile Doors. Together, we uphold our values and foster a culture where safety and the wellbeing of our people comes first.

We take a better living approach with benefits to support you at work and beyond. From day one, you will enjoy health insurance, paid holidays, paid parental leave, a 401(k) retirement savings match and more!

Some of our unique and most popular benefits include:

• $300 annual wellbeing account to spend on what helps you feel happy + healthy
• Better Living Day! (a paid day off to go have some fun)
• Annual profit sharing - recognizing everyone's contribution to Marvin's success
• Giving at Marvin - participate in organized volunteer opportunities
• Brighter Days Fund - financial support from your colleagues and the Marvin family during personal hardships

Join the more than 8,000 Marvin team members to experience these benefits and more. Apply today!

This job posting is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities of the employee. Accommodation may be made to enable an individual with a disability to perform the essential functions of the position.