Customer Success Manager

Morins Exteriors

Location: Duluth, Minnesota

Employment Type: Full-time, W2 position

Schedule: Monday-Friday, 8:00 AM-5:00 PM. Up to 45 hours per week during designated busy seasons.

Compensation: $60,000 - $70,000 annual base salary, plus performance-based incentives

About Morins Exteriors

Morins Exteriors is a family-owned exterior renovation company serving homeowners throughout Wisconsin and Minnesota. Since 1986, we have provided siding, replacement windows, gutter systems, roofing, exterior trim, carpentry, and other home improvement services.

Our reputation has been built on skilled workmanship, reliable communication, and treating every customer's home with care and respect. We believe an exceptional customer experience depends on keeping homeowners informed, following through on commitments, and making the renovation process as organized and straightforward as possible.

We are seeking a Customer Success Manager who can take ownership of that experience while helping strengthen the systems, processes, and communication that support our continued growth.

Our POWER Values

Five core values guide the way we work:

Professionalism - We demonstrate honesty, accountability, and respect in every project and interaction.

Opportunity - We see challenges as opportunities to learn, improve, and grow.

Workmanship - We take pride in delivering accurate, durable, and high-quality craftsmanship.

Excellence in Relationships - We prioritize trust, teamwork, and clear communication with both customers and coworkers.

Respect through Gratitude - We value our employees, our customers, and the opportunity to serve every homeowner.

Position Overview

Morins Exteriors is seeking a Customer Success Manager to lead customer communication, project coordination, and customer-experience systems from our Duluth office.

You will serve as a primary point of contact for customers throughout the project lifecycle, from initial inquiry through project completion and post-project follow-up. You will coordinate closely with sales, production, installation crews, and office staff to keep customers informed, resolve issues, and ensure important details do not fall through the cracks.

The role also includes oversight of day-to-day Duluth office operations and the opportunity to help build and eventually manage a Customer Service Representative function.

The ideal candidate is highly organized, proactive, comfortable managing multiple priorities, and genuinely enjoys helping customers. Experience in construction, remodeling, home services, customer success, or project coordination would be particularly valuable.

Key Responsibilities

• Serve as a primary customer contact from initial inquiry through project completion and follow-up.
• Respond promptly to customer questions, schedule appointments, and maintain accurate records in Builder Prime.
• Coordinate communication between customers, sales, production teams, installation crews, and subcontractors.
• Provide proactive updates regarding schedules, weather delays, materials, permits, and project changes.
• Monitor customer satisfaction and resolve or escalate concerns quickly and professionally.
• Coordinate warranty requests, service calls, punch-list items, and final walkthroughs through completion.
• Follow up with customers after project completion and help generate reviews, referrals, repeat business, and appropriate upsell opportunities.
• Track change orders, customer documents, material deliveries, permits, and other project information.
• Build and document customer-experience procedures, workflows, and automations using Builder Prime and Basecamp.
• Support front-desk coverage, incoming calls, office supplies, mail, filing, vendors, and general Duluth office organization.
• Help recruit, onboard, train, and eventually manage a Customer Service Representative as the department grows.

Required Qualifications

• Experience in customer success, customer service, project coordination, office management, construction administration, or a related field.
• Strong communication skills and the ability to build trust with homeowners.
• Excellent organization, follow-through, and attention to detail.
• Ability to manage multiple active customers, projects, deadlines, and priorities simultaneously.
• Comfortable resolving customer concerns and coordinating solutions across multiple departments.
• Strong computer skills and the ability to learn platforms such as Builder Prime and Basecamp.
• Professional, dependable, proactive, and able to work effectively with both office and field teams.
• Experience with residential remodeling, exterior construction, or home services is an advantage.

Compensation and Benefits

• Annual base salary of $60,00 - $70,000.
• Performance-based incentives tied to customer reviews, referrals, self-generated leads, customer satisfaction, upsell opportunities, and system-building milestones.
• Eligibility for an annual performance bonus based on results and company impact.
• Full-time employment with a standard Monday-Friday schedule.
• Paid time off and company-designated paid holidays.
• Medical, dental, and other benefits as offered under the company's benefits plan.
• Company-provided phone and laptop or tablet.
• Mileage reimbursement for occasional required field visits.
• Opportunity to build the company's customer-success systems and grow into leadership of the Customer Service Representative function.
• A supportive, family-oriented workplace where strong performance, initiative, and customer care are valued.

Equal Employment Opportunity

Morins Exteriors is an equal opportunity employer committed to diversity and an inclusive work environment. Employment decisions are made without discrimination based on race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, marital status, genetic information, military status, or any other classification protected by applicable federal, state, or local law.