Casaplex provides tailored audiovisual, automation, and service solutions that delight customers and power modern spaces. Our success is built on strong relationships, clear communication, and rapid problem resolution. The Customer Success Manager is central to delivering that experience.
SummaryThe Customer Success Manager owns the customer experience from service inquiry through resolution. This is a highly client-facing role focused on building strong relationships with our service plan holders, translating technical issues into clear communication, and coordinating swift action when problems arise. You will manage service work, resolve issues, improve existing internal processes, and maintain client trust and satisfaction. This hands-on, fast-paced role requires someone comfortable juggling priorities, frequent interruptions, and improving processes while operating within them.
Key ResponsibilitiesCustomer 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.
Service Coordination & Support
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
Process improvement & internal collaboration
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
Must-have
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
Nice-to-have
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
What success looks like in first 90 days
Clients feel informed, supported, and confident in the service process
Urgent issues are activated and resolved efficiently
Communication timelines consistently meet expectations
Internal workflows are smoother and clearer due to proactive improvements
Who Thrives here
Scrappy yet organized
Comfortable juggling many moving pieces
Strong at client communication
Excited to solve problems and improve processes
Not ideal for someone who:
Requires highly structured tasks and minimal interruption
Prefers only internal communication or isolated work
Base salary range $65,000 – $80,000, depending on experience. Bonus opportunities may be considered.
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What We Do
LEADING THE WORKPLACE TECHNOLOGY REVOLUTION Casaplex designs, installs, and maintains innovative technology solutions for companies that want to increase efficiency, collaborate more effectively, and bring their offices into the 21st century. Since 2004, we have believed that smart homes and buildings will ultimately connect in ways no one has yet imagined, and we aspire to be at the forefront of that technological evolution with every system we design. Casaplex has been recognized locally, nationally, and internationally for our powerful, intelligent system designs in both the commercial and residential markets.
