Customer Success Manager
About this role
Customer Success Manager
Knoxville, TN
As we continue investing in the growth of our Service business, we are seeking an internal candidate for a new Customer Success Manager position supporting the Knoxville market.
The Customer Success Manager will focus on strengthening relationships with our existing customers, improving retention, and identifying opportunities to expand those partnerships. This person will oversee the customer experience after the sale—helping customers receive the full value of their service agreements while coordinating closely with Sales, Operations, Dispatch, Project Management, and Finance.
This is an opportunity for someone who understands our business, builds trust naturally, and wants to help shape a more proactive and consistent customer experience.
What You’ll Do
- Manage a portfolio of commercial HVAC service customers
- Serve as a trusted point of contact throughout the customer relationship
- Support new customer onboarding and establish a 30–90-day communication plan
- Conduct customer meetings, site visits, service follow-ups, and account reviews
- Monitor customer satisfaction, service performance, and account health
- Coordinate internally to resolve customer concerns and provide timely updates
- Maintain awareness of maintenance, repairs, projects, proposals, and other activity at customer locations
- Learn each customer’s facilities, priorities, budget cycles, buying process, and key stakeholders
- Present performance information, system recommendations, and Asset Condition Reports
- Identify additional maintenance, repair, controls, indoor air quality, energy-efficiency, and capital-improvement opportunities
- Develop and present proposals tailored to customer needs
- Lead proactive service-agreement renewal conversations
- Maintain accurate customer information, activities, opportunities, and forecasts in the CRM
- Gather customer feedback and help turn it into meaningful improvements
You May Be a Great Fit If You
- Have experience in account management, customer service, sales, operations, or another relationship-focused role
- Understand our Service business and how we deliver value to customers
- Build trust and communicate effectively with customers and associates
- Are comfortable discussing customer needs, business priorities, budgets, and purchasing decisions
- Can identify growth opportunities while protecting the customer relationship
- Follow through consistently and take ownership of customer concerns
- Work effectively across departments to solve problems
- Are organized and able to manage multiple accounts, deadlines, and priorities
- Are comfortable using CRM systems and maintaining accurate account information
- Are willing to travel locally to customer facilities throughout the Knoxville market
Success in This Role Looks Like
- Customers feel informed, valued, and confident in their partnership with Perfection Group
- Customer needs and concerns are identified and addressed proactively
- Service agreements are renewed before expiration with a clear understanding of the value we provide
- Customer activity, opportunities, renewal risks, and forecasts are documented accurately
- Existing customers expand their relationship with Perfection Group
- Internal teams work together to deliver a consistent customer experience
Company at a glance
Perfection Group is a facility performance partner helping organizations design, build, improve, and service high-performing facilities—reliable today and stronger for the future.
For 75 years, we’ve supported education, data centers, healthcare, industrial, and commercial organizations with an integrated, lifecycle approach to facility services. With deep mechanical roots and a forward-looking mindset, our teams deliver engineering, design-build, integrated facility services, HVAC and technical service, and green energy solutions—always leading with reliability and legendary service.
We believe facilities go further when people are empowered to do their best work—together. At Perfection Group, teams are given ownership, support, and room to grow. That approach has earned us recognition as a Best Place to Work across the Midwest, with many building long careers rooted in pride and impact.
Giving back is part of who we are. We support the communities where we live and work—and invest in a better future, one facility at a time.
We’re building the future of facility performance.
Come build it with us.
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