Job Title: Customer Success Manager – HVAC & Plumbing Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role We’re hiring a Customer Success Manager who thrives on fast-paced phone conversations and knows how to turn HVAC and plumbing inquiries into booked jobs. This role is perfect for someone who enjoys helping customers, closing opportunities, and being a key driver of daily revenue. You’ll be the first point of contact for customers calling in with urgent service needs. Your ability to listen, guide the conversation, and confidently book the right service will directly impact customer satisfaction, technician utilization, and overall business growth. Responsibilities Inbound Sales & Call Handling - Answer high-volume inbound HVAC and plumbing calls with professionalism, empathy, and confidence - Convert customer inquiries into booked service appointments, targeting a high call-to-booking rate - Ask the right questions to understand the issue and recommend the most appropriate service Scheduling, Upselling & Membership Sales - Schedule HVAC and plumbing appointments accurately and efficiently - Identify opportunities to upsell relevant services when appropriate - Promote and sell the membership program during eligible calls - Consistently work toward membership sales and booking targets Process, Documentation & Accuracy - Log all calls, bookings, and customer details accurately in the CRM - Follow call scripts, workflows, and scheduling guidelines - Contribute ideas to improve call handling, conversion rates, and customer experience Customer Experience & Team Collaboration - Handle escalated or sensitive customer situations calmly and professionally - Maintain a customer-first mindset on every call - Collaborate with team members to ensure consistent service quality What Makes You a Perfect Fit - You have experience handling HVAC or plumbing customer calls - You are confident on the phone and know how to guide conversations toward bookings - You enjoy sales but genuinely care about helping customers solve problems - You take ownership of your results and conversion performance - You are dependable, disciplined, and comfortable working U.S. hours - You adapt quickly in a fast-paced, high-call-volume environment Required Experience & Skills - Prior experience in HVAC or plumbing customer service or sales (must-have) - Proven ability to convert inbound calls into booked service appointments - Strong phone presence with excellent listening and communication skills - Experience working with CRMs or scheduling systems - Solid upselling and objection-handling skills - High attention to detail when documenting calls and bookings - Accountability for performance, call quality, and customer satisfaction What Does a Typical Day Look Like ? Your day is focused on helping customers get the service they need while keeping schedules full. You will: - Handle inbound HVAC and plumbing calls throughout your shift - Understand customer issues and recommend the right service solution - Book appointments and present membership options when applicable - Accurately document all interactions in the CRM - Handle escalations professionally and follow established processes In short: You turn incoming calls into booked jobs and long-term customer relationships through clear communication, empathy, and execution. Key Metrics for Success (KPIs) - Call-to-booking conversion rate - Membership close rate - Number of memberships sold - CRM accuracy and documentation quality - Customer satisfaction and call quality scores Interview Process - Initial Screening Call - Interview with Pavago Recruiter - Client Interview - Offer & Onboarding #LI-AG1

Job Title: Customer Success Manager – HVAC & Plumbing Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role We’re hiring a Customer Success Manager who thrives on fast-paced phone conversations and knows how to turn HVAC and plumbing inquiries into booked jobs. This role is perfect for someone who enjoys helping customers, closing opportunities, and being a key driver of daily revenue. You’ll be the first point of contact for customers calling in with urgent service needs. Your ability to listen, guide the conversation, and confidently book the right service will directly impact customer satisfaction, technician utilization, and overall business growth. Responsibilities Inbound Sales & Call Handling - Answer high-volume inbound HVAC and plumbing calls with professionalism, empathy, and confidence - Convert customer inquiries into booked service appointments, targeting a high call-to-booking rate - Ask the right questions to understand the issue and recommend the most appropriate service Scheduling, Upselling & Membership Sales - Schedule HVAC and plumbing appointments accurately and efficiently - Identify opportunities to upsell relevant services when appropriate - Promote and sell the membership program during eligible calls - Consistently work toward membership sales and booking targets Process, Documentation & Accuracy - Log all calls, bookings, and customer details accurately in the CRM - Follow call scripts, workflows, and scheduling guidelines - Contribute ideas to improve call handling, conversion rates, and customer experience Customer Experience & Team Collaboration - Handle escalated or sensitive customer situations calmly and professionally - Maintain a customer-first mindset on every call - Collaborate with team members to ensure consistent service quality What Makes You a Perfect Fit - You have experience handling HVAC or plumbing customer calls - You are confident on the phone and know how to guide conversations toward bookings - You enjoy sales but genuinely care about helping customers solve problems - You take ownership of your results and conversion performance - You are dependable, disciplined, and comfortable working U.S. hours - You adapt quickly in a fast-paced, high-call-volume environment Required Experience & Skills - Prior experience in HVAC or plumbing customer service or sales (must-have) - Proven ability to convert inbound calls into booked service appointments - Strong phone presence with excellent listening and communication skills - Experience working with CRMs or scheduling systems - Solid upselling and objection-handling skills - High attention to detail when documenting calls and bookings - Accountability for performance, call quality, and customer satisfaction What Does a Typical Day Look Like ? Your day is focused on helping customers get the service they need while keeping schedules full. You will: - Handle inbound HVAC and plumbing calls throughout your shift - Understand customer issues and recommend the right service solution - Book appointments and present membership options when applicable - Accurately document all interactions in the CRM - Handle escalations professionally and follow established processes In short: You turn incoming calls into booked jobs and long-term customer relationships through clear communication, empathy, and execution. Key Metrics for Success (KPIs) - Call-to-booking conversion rate - Membership close rate - Number of memberships sold - CRM accuracy and documentation quality - Customer satisfaction and call quality scores Interview Process - Initial Screening Call - Interview with Pavago Recruiter - Client Interview - Offer & Onboarding #LI-AG1

Job Title: Customer Success Manager – HVAC & Plumbing Position Type: Full-Time, Remote Working Hours: U.S. Hours About the Role We’re hiring a Customer Success Manager who thrives on fast-paced phone conversations and knows how to turn HVAC and plumbing inquiries into booked jobs. This role is perfect for someone who enjoys helping customers, closing opportunities, and being a key driver of daily revenue. You’ll be the first point of contact for customers calling in with urgent service needs. Your ability to listen, guide the conversation, and confidently book the right service will directly impact customer satisfaction, technician utilization, and overall business growth. Responsibilities Inbound Sales & Call Handling - Answer high-volume inbound HVAC and plumbing calls with professionalism, empathy, and confidence - Convert customer inquiries into booked service appointments, targeting a high call-to-booking rate - Ask the right questions to understand the issue and recommend the most appropriate service Scheduling, Upselling & Membership Sales - Schedule HVAC and plumbing appointments accurately and efficiently - Identify opportunities to upsell relevant services when appropriate - Promote and sell the membership program during eligible calls - Consistently work toward membership sales and booking targets Process, Documentation & Accuracy - Log all calls, bookings, and customer details accurately in the CRM - Follow call scripts, workflows, and scheduling guidelines - Contribute ideas to improve call handling, conversion rates, and customer experience Customer Experience & Team Collaboration - Handle escalated or sensitive customer situations calmly and professionally - Maintain a customer-first mindset on every call - Collaborate with team members to ensure consistent service quality What Makes You a Perfect Fit - You have experience handling HVAC or plumbing customer calls - You are confident on the phone and know how to guide conversations toward bookings - You enjoy sales but genuinely care about helping customers solve problems - You take ownership of your results and conversion performance - You are dependable, disciplined, and comfortable working U.S. hours - You adapt quickly in a fast-paced, high-call-volume environment Required Experience & Skills - Prior experience in HVAC or plumbing customer service or sales (must-have) - Proven ability to convert inbound calls into booked service appointments - Strong phone presence with excellent listening and communication skills - Experience working with CRMs or scheduling systems - Solid upselling and objection-handling skills - High attention to detail when documenting calls and bookings - Accountability for performance, call quality, and customer satisfaction What Does a Typical Day Look Like ? Your day is focused on helping customers get the service they need while keeping schedules full. You will: - Handle inbound HVAC and plumbing calls throughout your shift - Understand customer issues and recommend the right service solution - Book appointments and present membership options when applicable - Accurately document all interactions in the CRM - Handle escalations professionally and follow established processes In short: You turn incoming calls into booked jobs and long-term customer relationships through clear communication, empathy, and execution. Key Metrics for Success (KPIs) - Call-to-booking conversion rate - Membership close rate - Number of memberships sold - CRM accuracy and documentation quality - Customer satisfaction and call quality scores Interview Process - Initial Screening Call - Interview with Pavago Recruiter - Client Interview - Offer & Onboarding #LI-AG1

About Kindsight: Kindsight builds technology that helps fundraisers make a difference. For decades, Kindsight has supported the education, healthcare, and nonprofit sectors with fundraising tools and the largest charitable giving database on the market. And as the giving sector evolves, so does Kindsight. As the leader in fundraising intelligence, Kindsight leverages real-time data and AI to help thousands of organizations around the world identify, manage, and engage with donors - at any scale. With purpose-built CRMs that corral all of that donor information and campaign tracking into one place, donor prospect research tools that offer proactive insights and real-time donor intel, and generative AI that creates personalized, meaningful content drafts at scale, Kindsight’s product suite is truly changing the game for donor fundraising. Position Summary: As the strategic anchor of the client relationship and a key driver of revenue growth, the Client Manager (CM) maintains a deep understanding of the client’s goals, challenges, and long-term vision. The CM is the consistent thread throughout the client’s lifecycle and is responsible for strengthening trust, fostering engagement, and identifying opportunities for expansion of Kindsight’s products and services. This role plays a critical part in driving customer satisfaction, retention, and revenue growth through proactive engagements, strategic planning, and a deep understanding of client business needs. With every interaction, the CM works to ensure each touchpoint supports retention, satisfaction, and growth. The CM works closely with assigned clients to understand their unique needs, provide ongoing strategic and technical guidance, and drive the breadth and depth of Salesforce CRM adoption to achieve organizational goals through Kindsight products and services. This role is a relationship-driven professional with a strong sales mindset, exceptional communication skills, and the ability to translate client objectives into actionable growth opportunities. They are comfortable executing upsell strategies, presenting value-driven recommendations, and collaborating with cross-functional teams to deliver an exceptional client experience. Applications for this role will close April 9th. Please note the working hours for this position is in PST. What You’ll Do: - Own a portfolio of clients, serving as the primary point of contact to ensure satisfaction, retention, product adoption, and revenue growth. - Build and maintain strong, long-term, trusted client relationships, advocating for their success and coordinating with Client Support to resolve technical issues. - Develop and execute account growth strategies to identify and secure upsell, cross-sell, and renewal opportunities aligned with client goals and business needs. - Deliver recommendations, showcasing how additional products, services, or features can drive measurable ROI for the client. - Proactively prospect within existing accounts to identify new business needs, product gaps, and expansion opportunities. - Provide technical insights and leading practices to clients for optimizing Salesforce-native Advancement RM products. - Supports CRM clients with advancement ecosystem products, including Salesforce AppExchange and integrated solutions - Maintain accurate pipeline and forecasting through CRM tools, tracking all account activity and revenue opportunities. - Translate client feedback into actionable requirements for Product Management. - Keep clients informed of Salesforce and Kindsight product updates, new features, and technical best practices. - Drive renewals and expansion opportunities by demonstrating the technical and business value of our solutions. What We’re Looking For: - 3+ years of client management, account management, or technical customer success experience in a revenue-carrying role. - Demonstrated success in negotiating contracts, pricing, and expansions for mid-market or enterprise clients. - Experience in uncovering leads, developing opportunities, and closing expansion sales. - Exceptional ability to communicate technical solutions to both technical and non-technical audiences. - Strong organizational skills with the ability to manage multiple clients and deliverables. - Consultative selling skills - comfortable conducting discovery, identifying needs, and positioning solutions with ROI. - 3–5 years of Salesforce CRM hands-on experience (configuration, reporting, data management, workflows/automation, and user support required). - Positive, collaborative team player who thrives in a cross-functional environment. - Excellent communicator, both written and verbal. - Strong organizational and time management skills, able to juggle multiple accounts, deadlines, and priorities. - Bachelor’s degree in Business, Communications, or related field preferred. - Experience with common advancement/fundraising related tools and products, including but not limited to Marketing Cloud, Blackthorn Events, iWave, GiveCampus, DonorSearch, etc. - Knowledge of Advancement/fundraising business processes and terminology strongly preferred. Compensation Range: $120,000 - $170,000USD OTE annually, based on experience, market benchmarks and role complexity. We aim to offer fair, competitive pay that reflects your skills and the market. This advertised position is for an existing vacancy at Kindsight. At Kindsight, we’re proud to be a place where everyone belongs and has an equal opportunity to contribute, thrive and grow. We hire based on skills, potential, and impact, and we believe our differences fuel innovation. We welcome all individuals and do not discriminate on the basis of gender identity and expression, race, ethnicity, disability, sexual orientation, colour, religion, creed, gender, national origin, age, marital status, pregnancy, sex, citizenship, education, languages spoken or veteran status. We’re building a workplace where everyone has the opportunity to do meaningful work and make a difference. We leverage artificial intelligence (AI) tools to support certain aspects of our recruitment process. These tools may help with resume screening, drafting job descriptions, creating interview questions and occasionally identifying potential candidates. All hiring decisions are made by our people, not AI. Our intent is to use AI thoughtfully to streamline administrative tasks, improve the candidate experience and support fair, unbiased hiring practices consistent with industry standards.