Customer Success Advisor

Compensation: $60,000/year draw + commission potential 

Reports to:   Head of Sales and Business Development 

Summary 

The Customer Success Advisor (CSM) is responsible for managing and growing long-term relationships with KRI customers. This role serves as the primary point of contact for assigned accounts, ensuring customers receive proactive support, clear communication, and value from inspections, service work, and multi-year roofing programs. The CSA partners closely with administration, service operations, and estimating teams to drive customer retention, expansion, and satisfaction while meeting defined revenue and performance KPIs. 

Essential Functions 

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. 

• Customer Account Management 

• Serve as the primary relationship owner for assigned KRI accounts 

• Conduct regular customer meetings to review account status, inspection results, service history, and future needs 

• Establish and maintain recurring communication cadences with key accounts through proactive check-ins and account reviews 

• Build trusted advisor relationships with decision-makers and stakeholders 

• Meet with building owners from GC projects and develop relationships and enroll new customers in Preventative Maintenance Programs 

• Inspections & Technical Review 

• Directly review all inspection findings with customers, clearly explaining roof conditions, risks, and recommended actions 

• Translate inspection data into actionable recommendations and long-term maintenance or capital planning discussions 

• Coordinate with internal teams to ensure inspection findings are accurately documented and communicated 

• Customer Support & Escalations 

• Act as the escalation point for customer support issues, ensuring timely resolution and clear communication 

• Advocate for customers internally while balancing operational feasibility and company standards 

• Track and resolve support cases to completion, maintaining high customer satisfaction 

• Revenue Growth & Sales Support 

• Drive customer sales for roof inspections, quoted service work, and repairs 

• Identify, present, and close multi-year service and maintenance contracts 

• Grow Annual Contract Value (ACV) through renewals, expansions, and upsell opportunities 

• Collaborate with sales and estimating teams to scope, price, and present service proposals 

• Performance & Reporting 

• Meet or exceed KPIs tied to:  

• Annual Contract Value (ACV) 

• Number of multi-year contracts signed 

• Maintain accurate CRM records, including account notes, opportunities, and activity tracking 

• Provide regular updates and reporting on sales activity, account health, and market insights. 

• Support leadership with accurate forecasting and performance metrics. 

Competencies 

• Customer-first mindset with strong relationship-building skills 

• Proactive, organized, and detail-oriented 

• Problem-solver who can manage escalations calmly and effectively 

• Comfortable balancing customer advocacy with business objectives 

Work Environment 

This position operates some of the time in a typical office environment, spending time at a desk, typing at a computer, talking with people in person and on the phone, taking notes, and using standard office equipment. The job also requires job site visits. 

Physical Demands 

Frequent visits to job sites; must be able to work in outdoor conditions including heat, cold, and varying weather. 

Prolonged periods of sitting at a desk and working on a computer when in the office. 

Must be able to lift up to 25 pounds occasionally. 

Position Type/Expected Hours of Work 

This is a full-time position, and business hours are Monday through Friday. Longer hours, evenings, and weekend work as necessary.   

Travel 
Travel to events, customer and general contractor offices, and job sites in the region is required. 

Education/Requirements: 

• Commercial roofing, construction, facilities management, or building services industry experience 

• Experience selling service contracts or recurring revenue offerings 

• Knowledge of roof inspections, maintenance programs, or capital planning concepts 

• 3+ years of experience in customer success, account management, or B2B customer-facing roles (construction, roofing, or facilities preferred) 

• Strong communication skills with the ability to explain technical roofing information to non-technical customers 

• Proven experience managing multiple accounts and priorities simultaneously 

• Comfort with revenue responsibility and performance-based KPIs 

• Experience working with CRM systems and customer tracking tools 

AAP/EEO Statement 

Kato Roofing provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, sexual preference, or status as a veteran or disabled veteran in accordance with applicable federal laws. In addition, Kato Roofing complies with applicable state and local laws governing nondiscrimination in employment in every location in which Kato Roofing has facilities and/or jobsites. This policy applies to all terms and conditions of employment, including, but not limited to, hiring, placement, promotion, termination, layoff, recall, transfer, leave of absence, compensation, and training. 

Other Duties 
Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities, and activities may change at any time with or without notice.