Innovative Refrigeration Systems, Inc.
Customer Success Representative
Innovative Refrigeration Systems, Inc., Lyndhurst, Virginia, United States, 22952
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Customer Success Representative
role at
Innovative Refrigeration Systems, Inc.
Innovative Refrigeration Systems, Inc. is looking for a proactive and service-oriented Customer Success Representative in Lyndhurst, VA. This position supports customers who use our Software as a Service (SaaS) products, ensuring they are onboarded effectively, trained thoroughly, and fully supported throughout their journey with us. Innovative Refrigeration Systems, Inc. is a premier custom design build contractor for industrial refrigeration systems, providing design, fabrication, construction, commissioning, and service in-house.
Job Role The Customer Success Representative (CSR) acts as the primary advocate for customer satisfaction after the sale has been closed. This position facilitates onboarding, delivers training, and manages customer relationships for our SaaS products. The CSR will take initiative to ensure customers are achieving success and are satisfied with their software experience.
Key Duties
Serve as the primary point of contact for clients following the sale of SaaS products
Manage the full customer lifecycle: onboarding, implementation, adoption, satisfaction, and retention
Conduct activation webinars for new clients
Schedule and coordinate software training sessions
Respond to customer support tickets and follow up on resolutions
Analyze customer engagement metrics to guide outreach
Build lasting client relationships as a trusted advisor
Conduct regular account health checks
Reach out quarterly to clients to identify new opportunities
Work cross-functionally with departments to assist customers
Support Sales in upselling additional products to existing clients
Collaborate with colleagues on software and non-software-related client needs
Requirements
2+ years of general customer service experience preferred
Professional communication skills via phone and email
Proficiency in Microsoft Office Suite, internet research, and data entry
Familiarity with CRM or helpdesk tools (Salesforce, HubSpot, etc.) is a plus
Detail-oriented and capable of handling multiple tasks
Strong verbal and written communication
Excellent problem-solving skills
Able to work independently and as part of a team
Must be able to remain in a stationary position (seated or standing) for extended periods
Occasionally, you may need to lift or carry items up to 25 pounds (e.g., office supplies, small equipment)
Preferences
Previous experience in a SaaS customer-facing role
Background in coaching, training, or teaching
Benefits
Retirement plan; company matches dollar for dollar up to 15%
Health insurance; company pays 75% of the premiums for employee/family
Dental insurance
Vision insurance
Weekly pay
Competitive vacation & holiday pay
Supplemental insurance available (Aflac)
Short-term & long-term disability coverage
Accidental death/dismemberment coverage after one year of employment
Life insurance coverage after one year of employment
Employee referral incentives
Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available
Discounts on cell phone plans, rental vehicles, and other company discounts for eligible positions
Referrals increase your chances of interviewing at Innovative Refrigeration Systems, Inc. by 2x
Seniority Level Entry level
Employment Type Full-time
Job Function Other
Industry Industrial Machinery Manufacturing
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Customer Success Representative
role at
Innovative Refrigeration Systems, Inc.
Innovative Refrigeration Systems, Inc. is looking for a proactive and service-oriented Customer Success Representative in Lyndhurst, VA. This position supports customers who use our Software as a Service (SaaS) products, ensuring they are onboarded effectively, trained thoroughly, and fully supported throughout their journey with us. Innovative Refrigeration Systems, Inc. is a premier custom design build contractor for industrial refrigeration systems, providing design, fabrication, construction, commissioning, and service in-house.
Job Role The Customer Success Representative (CSR) acts as the primary advocate for customer satisfaction after the sale has been closed. This position facilitates onboarding, delivers training, and manages customer relationships for our SaaS products. The CSR will take initiative to ensure customers are achieving success and are satisfied with their software experience.
Key Duties
Serve as the primary point of contact for clients following the sale of SaaS products
Manage the full customer lifecycle: onboarding, implementation, adoption, satisfaction, and retention
Conduct activation webinars for new clients
Schedule and coordinate software training sessions
Respond to customer support tickets and follow up on resolutions
Analyze customer engagement metrics to guide outreach
Build lasting client relationships as a trusted advisor
Conduct regular account health checks
Reach out quarterly to clients to identify new opportunities
Work cross-functionally with departments to assist customers
Support Sales in upselling additional products to existing clients
Collaborate with colleagues on software and non-software-related client needs
Requirements
2+ years of general customer service experience preferred
Professional communication skills via phone and email
Proficiency in Microsoft Office Suite, internet research, and data entry
Familiarity with CRM or helpdesk tools (Salesforce, HubSpot, etc.) is a plus
Detail-oriented and capable of handling multiple tasks
Strong verbal and written communication
Excellent problem-solving skills
Able to work independently and as part of a team
Must be able to remain in a stationary position (seated or standing) for extended periods
Occasionally, you may need to lift or carry items up to 25 pounds (e.g., office supplies, small equipment)
Preferences
Previous experience in a SaaS customer-facing role
Background in coaching, training, or teaching
Benefits
Retirement plan; company matches dollar for dollar up to 15%
Health insurance; company pays 75% of the premiums for employee/family
Dental insurance
Vision insurance
Weekly pay
Competitive vacation & holiday pay
Supplemental insurance available (Aflac)
Short-term & long-term disability coverage
Accidental death/dismemberment coverage after one year of employment
Life insurance coverage after one year of employment
Employee referral incentives
Opportunities for advancement, professional development, training opportunities, and apprenticeship programs available
Discounts on cell phone plans, rental vehicles, and other company discounts for eligible positions
Referrals increase your chances of interviewing at Innovative Refrigeration Systems, Inc. by 2x
Seniority Level Entry level
Employment Type Full-time
Job Function Other
Industry Industrial Machinery Manufacturing
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