Customer Success Manager
About Green Horizons Lawn Care
Green Horizons Lawn Care is a full-service lawn and landscape company that has been serving residential clients across the Twin Cities metro for 37 years. We are part of Arc Outdoor, a Minnesota -based holding company built to grow outstanding local outdoor services businesses.
Our mission: Deliver a wow customer experience powered by todays technology to automate ordinary tasks and empower extraordinary people to better serve their customers.
Mission of the Role
"Make every Green Horizons customer feel taken care of and increase lifetime value."
The Customer Success Manager will communicate with Customers daily to solve problems, ensure service satisfaction, generate reviews, and identify opportunities to add services that improve the customer's property and experience. This role is a blend of customer service and light sales, with the primary focus on customer satisfaction, retention, and relationship building. It is a year-round position peak season responsibilities shift in winter to internal contribution, retention strategy, and pre-season preparation, ensuring this role adds value to the business in every month of the year.
Compensation
Base Salary: $75,000 + 5% commission on all additional services sold to existing customers or new services added to accounts
Commission applies to any upsell or new service added, excluding payments for services the customer has already purchased
Reporting Structure: This role reports to the Head of Sales & Marketing.
Work Schedule: Typical schedule: 10:00 AM 6:00 PM. Schedule may vary depending on seasonal business needs, particularly during snow season when earlier hours may be required to assist with
customer communication.
Work Arrangement
Training Period First 90 days in-office
Post-Training Hybrid option available
Up to 3 days remote / 2 days in office (to be evaluated after 90 days)
Tools & Systems
The Customer Success Manager will use the following systems daily:
Aspire Customer management and service platform
CallRail Call tracking and communication system
Internal communication with the operations team
A company computer and necessary equipment will be provided.
Core Responsibilities
Customer Communication
Answer inbound calls from customers regarding services, scheduling, billing, or concerns
Respond promptly to ensure excellent customer service and fast response times Maintain a calm, professional, and solutions-oriented tone
Problem Resolution
Solve customer issues quickly and professionally
Issue service credits or refunds up to $100 without approval
Coordinate with operations to reschedule services when necessary
Ensure the customer feels heard and taken care of
Proactive Customer Outreach & Review Generation
Conduct 1020 proactive customer calls per day to check in with customers about service quality
Identify concerns before they become complaints
Request customer reviews following positive service experiences
Responsible for generating a minimum of 10 customer reviews per month
Service Upsells
Identify opportunities where additional services would benefit the customer
Offer relevant services such as lawn care treatments, aeration, overseeding, irrigation services, and seasonal services
Add services directly within the Aspire system
Off-Season Responsibilities
Conduct structured retention and renewal calls to all active accounts, and warm re-engagement outreach to lapsed customers\
Support snow season customer communication scheduling updates, service confirmations, and issue resolution with adjusted availability during snow events
Synthesize the season's customer feedback into a voice of the customer debrief for leadership
Develop training content for field and ops staff based on customer conversations
Bring structured, customer-informed input to the annual pricing and package review
Key Performance Indicators (KPIs)
KPIs
The Customer Success Manager will be evaluated based on:
Customer Experience
Customer satisfaction
Positive customer feedback
Minimum 10 new reviews per month
Responsiveness
Fast call response time
Timely problem resolution
Sales Contribution
$200,000 per year in additional service sales ($10,000 incentive)
Customer Retention
Helping maintain long-term relationships with Green Horizons clients
Decision-Making Authority
This role is empowered to solve problems and take action to ensure customer satisfaction.
Authority includes:
Issuing service credits up to $100
Issuing refunds up to $100
Rescheduling services in coordination with operations
Ideal Candidate Profile
This role is best suited for someone who is:
Highly empathetic and service-oriented
Organized and detail-focused
Comfortable speaking with customers all day
Calm under pressure when solving problems
Able to balance service with identifying opportunities for additional services
This position requires approximately 70% customer service and 30% sales mindset.
Core Values Alignment
People First We prioritize the customer experience in every interaction. Our goal is to ensure every client feels valued, respected, and taken care of.
Extreme Ownership We take responsibility for solving problems and making things right for our customers.
Action Taker We respond quickly and proactively to customer needs.
Growth Mindset We continuously improve how we serve customers and strengthen relationships.
Employment Details
Employment is at if -will in the State of Minnesota
Benefits available
Equipment will be provided to support both office and remote work environments
Offered compensation: $70,000/yr - $75,000/yr
- Customer Service 1 year
- Customer Service Sales 1+ years
