Brandon Rushing Lawn & Garden Care

Customer Success Manager

• Serve as the primary point of contact for client service inquiries and requests
• Triage incoming issues based on urgency, scope, and complexity
• Communicate with empathy, clarity, and professionalism especially during stressful situations
• Gather photos, videos, or documentation to support effective resolution
• Clearly explain services, expectations, and next steps to clients
• Proactively follow up to confirm resolution and client satisfaction
• Identify recurring concerns and recommend improvements to the service experience
• Route issues to the appropriate internal teams with full context
• Track service requests through resolution to ensure accountability
• Maintain accurate and thorough documentation in internal systems
• Partner closely with the Support Team Manager to identify trends, training needs, or process gaps
• Act as a client advocate by ensuring concerns are addressed fairly and promptly
• Support long-term relationships through proactive communication and expectation alignment
• Identify potential program misalignment or dissatisfaction patterns
• Ensure service transitions or offboarding are handled professionally and respectfully
• Identify breakdowns in the client journey and propose practical improvements
• Contribute to refining service workflows, communication templates, and escalation procedures
• Help improve consistency, clarity, and response times across client interactions
• Maintain up-to-date knowledge of services, programs, and internal policies

Client Success Manager