Customer Success Management Leader – Smart Services
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Job Description
Customer success leader building Trane Cloud’s HVAC trial-to-subscription model. Leading teams, onboarding, engagement, and service-growth conversion across North America.
Responsibilities:
- Build and lead a customer success management team supporting Trane Cloud digital trials across North America
- Develop team structure, processes, tools, and success metrics for scaling customer engagement throughout the trial lifecycle
- Track equipment and systems with enabled cellular connectivity and identify appropriate end-user or owner contacts
- Lead customer onboarding and engagement to explain Trane Cloud capabilities, platform value, and use cases
- Sustain trial engagement through follow-up, site activity monitoring, customer support, and question resolution
- Increase customer satisfaction and platform engagement by ensuring customers use and realize value from the platform
- Establish and execute end-of-trial pathways, including paid subscription continuation, transition to local sales offices, repair support through digital triage, and structured future follow-up
- Partner with local and regional sales offices to provide sales opportunities, customer context, interests, and recommended next steps
- Create closeout processes while tracking opportunities for later re-engagement
- Maximize revenue from the trial funnel through subscription continuation, service agreement attachment, and repair/service opportunities
- Collaborate with product, digital, service, and commercial teams to gather customer feedback and drive continuous improvement and investment opportunities
- Create a simple, repeatable engagement model that lowers the barrier of entry to customer acquisition for service sales teams
- Align customer coverage strategies, field initiatives, support models, and service modernization efforts with key stakeholders
- Evaluate organizational, process, and change management barriers and recommend practical adoption solutions
- Support business cases, staffing strategies, and growth plans for scaling capabilities
- Lead through influence, negotiation, and cross-functional communication
- Operate in a remote environment while supporting travel for in-person meetings, events, and training as needed
Requirements:
- Bachelor’s degree or relevant industry experience required
- MBA or equivalent preferred
- 7+ years of combined experience in sales, marketing, P&L leadership and/or product management roles required
- HVAC experience required
- Knowledge of building systems operation, service, and selling required
- Strong business acumen with ability to connect customer engagement activity to revenue generation and service growth required
- Previous SaaS sales experience and/or customer success management leadership experience highly preferred
- Excellent written and verbal communication skills required
- Demonstrated ability to lead through influence required
- Strong quantitative and analytical skills required
- Demonstrated ability to work cross-functionally and build alignment across regions, functions, and stakeholder groups required
- Strong understanding of service business needs, customer engagement cycles, and tradeoffs required to support growth across regions and functions
- Proven ability to initiate, lead, and problem solve in both in-person and virtual environments preferred
- Ability to operate effectively in a remote environment using virtual collaboration and time management skills
- Willingness and ability to support travel for in-person meetings, events, and training as needed
Benefits:
- Health insurance for you and your family, available from day one
- Holistic wellness programs with generous incentives
- Fertility coverage
- Adoption/surrogacy assistance
- Up to 15 vacation days
- Paid holidays
- Sick leave
- Volunteer leave options
- Parental leave options
- 401K match
- Educational and training opportunities through company programs
- Tuition assistance
- Student debt support
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