Customer Success Management Leader – Smart Services

🔥 0 minutes ago

🌲 North Carolina, Minnesota, +1 more states – Remote

🌲 North Carolina – Remote ❄️ Minnesota – Remote 🧀 Wisconsin – Remote

💵 $105.2k - $168.7k / year

⏰ Full Time

🟠 Senior

🏆 Customer Success

👻 Ghost score 0%

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Trane Technologies

WebsiteLinkedInAll Job Openings

10,000+ employees

🏭 Manufacturing

⚡ Energy

🤝 B2B

Manufacturing • Energy • B2B

Trane Technologies is a global industrial company that designs, manufactures and services HVAC, refrigeration and building systems and controls, focusing on energy-efficient climate solutions and sustainability. The company supplies commercial and industrial customers with equipment, controls and field services, operates manufacturing and supply-chain operations worldwide, and emphasizes reducing customers' carbon footprint through initiatives such as its 2030 commitments and the Gigaton Challenge.

📋 Description

• 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