Location: Houston, TX (preferred) | Remote (with initial onsite weeks in Houston) Department: Customer Success Reports To: Director of Customer Success
Built to transform how HVAC is experienced. SmartAC is an HVAC growth engine designed to help contractors capture more customers, convert them into members, and retain them for life. We combine purpose-built technology, data intelligence, and proven programs to drive measurable growth without adding overhead.
The onboarding phase is make-or-break for customer success. As an Onboarding Specialist, you'll own the experience that takes each contractor from contract signature to driving measurable member growth.
You'll manage the entire launch processfrom initial kickoff through strategic planning and team trainingensuring contractors understand how our platform works and how to use it to acquire customers, convert them to members, and retain them for life. You'll be the guide who translates business opportunity into operational reality, helping contractor teams see the value and know exactly how to execute.
This role requires genuine passion for enabling contractor success, strong instructional and strategic thinking skills, and the ability to help contractors see how SmartAC's platform drives real business growth.
Contractor Success & Enablement
Lead comprehensive onboarding from contract signature to "ready-to-launch" with each contractor
Design and deliver role-based training for contractor owners, managers, customer service reps, and technicians
Conduct product training and strategic planning sessions via Zoom and on-site visits
Create clear, accessible learning materials that make our platform and strategy approachable
Growth Strategy & Implementation Planning
Work with contractors to understand their baseline (current customer acquisition, retention, member conversion rates)
Help contractors develop a realistic strategy for using SmartAC to acquire more customers and convert them to members
Provide guidance on messaging, marketing approaches, and deployment strategy that aligns with their market
Guide contractors through the change management process as they shift to a membership-based model
Ensure successful platform setup and integration with contractor systems
Ongoing Partnership & Optimization
Conduct regular follow-up training and support for contractors post-launch
Help contractors understand their member growth metrics and optimize for better results
Gather feedback on the onboarding experience and contractor pain points
Work closely with Account Managers and Product teams to support contractor success
Continuously improve onboarding processes based on what you learn in the field
Required:
3+ years of experience in training, implementation, customer enablement, or consulting roles
Excellent presentation, communication, and interpersonal skills
Ability to explain technology and business strategy in clear, accessible language
Hard-working, self-driven, and proactive mindset
Highly organized with ability to manage multiple priorities and contractors simultaneously
Strong computer literacy and ability to learn new software quickly
Ability to work effectively with business owners and management teams
Patience, active listening, and genuine passion for helping others succeed
Preferred:
Experience working with trade industries (HVAC, plumbing, electrical, etc.)
Understanding of service business models, membership programs, or recurring revenue
Experience with field service software or contractor management tools
Bachelor's degree in Communications, Business, Marketing, or related field
See direct impact as contractors use SmartAC to grow their member base and business
Work with entrepreneurs who are genuinely excited to modernize their service delivery
Join a team that understands the field (our founder built a $50M+ contracting business)
Help transform how HVAC contractors think about customer acquisition and retention
Competitive salary
Health, dental, and vision insurance
401(k) with company match
Equity options
Paid time off
Remote flexibility with periodic Houston trips
Professional development and opportunities for career growth in customer success leadership
Expect to travel 30-50% of the time to deliver on-site training to key contractors and support our broader Customer Success team. Remote work is available between travel periods.
Join SmartAC and help contractors transform their business model and build lasting customer relationships.