Casaplex · 5 hours ago
Customer Success Manager
Kensington, MD
Full-time
Onsite
Mid Level
$65K/yr - $80K/yrCasaplex provides tailored audiovisual, automation, and service solutions that delight customers and power modern spaces. The Customer Success Manager owns the customer experience from service inquiry through resolution, focusing on building strong relationships with clients and coordinating swift actions when problems arise.
Electronic Design Automation (EDA)EnergySmart BuildingSmart Home
Responsibilities
Customer Engagement & Relationship Management
Serve as the main point of contact for clients with service plans
Build and maintain strong, trustworthy client relationships
Translate technical issues into understandable communications
Prioritize and coordinate response for urgent client needs
Provide proactive status updates and ensure clients feel supported
Sell service agreements to new and existing clients
Learning and improving on use of the existing ERP software in place
Manage service tickets and maintain documentation accuracy
Coordinate RMAs, parts, schedules, and follow-ups for service work
Step into support functions as needed, including call handling and ticket follow-up
Leverage internal technical support for complex issues
Identify trends in service inquiries and communication gaps
Recommend and implement workflow improvements
Collaborate with internal teams to ensure consistent service delivery
Support continuous enhancement of customer tools and systems
Qualification
Required
Strong communication skills and ability to translate technical issues clearly
Comfortable with frequent interruptions and shifting priorities
Able to take ownership and act without needing perfect processes
Team player, positive attitude, self advocating
Preferred
Experience with AV/automation systems or other technical environments
Familiarity with service ticketing tools or CRM systems
Prior experience coordinating between technical and non-technical teams
Benefits
Bonus opportunities may be considered.
Company
Casaplex
Casaplex offers home automation, room design and installation and energy management solutions.
Founded in 2004
11-50 employees
Funding
Current Stage
Early StageCompany data provided by crunchbase