Customer Success Manager, Implementation & Growth
About the Role
EDEN is transforming how HVAC contractors sell by bringing true online pricing and purchasing to their websites. We’re looking for a Customer Success Manager to own contractor onboarding, drive product adoption, and help customers unlock measurable revenue impact with Instant Quote. This is a highly cross-functional, detail-oriented role that blends implementation, customer success, and growth consulting. You will work directly with contractors to get them live quickly, ensure ongoing success with defined playbooks, and identify opportunities to expand value. What You'll Own Onboarding & Implementation:
- Lead customer onboarding and implementation of Instant Quote
- Ensure accurate setup in partnership with Ops and customer vendors
- Drive customers to a successful and timely go-live
Customer Success & Adoption:
- Serve as the primary point of contact for inbound customer needs
- Run customer syncs and ensure consistent follow through
- Drive product adoption and educate customers to operationalize Instant Quote internally with CSR, Service, Sales, etc.
Performance & Growth:
- Provide performance insights and success proof points to customers
- Proactively recommend optimizations to improve traffic, conversion, and close rates
- Identify and support expansion opportunities (Buy Now, financing, experiments)
- Ensure accurate tracking and campaign enablement (UTMs, QR/NFC, email)
Retention:
- Execute renewals, retention playbooks, and save efforts for at-risk customers
- Proactively execute retention and save playbooks for at-risk customers
- Support renewals conversations and ensure continued value realization
Who You Are
- Highly detail-oriented and operationally strong
- Customer-first mindset with strong communication skills
- Proactive and organized — you don’t let things stall
- Able to translate technical setup into clear customer value
- Excited to work in a fast-moving, early-stage environment
Nice to Have
- Experience working with home services or HVAC contractors
- Familiarity with UTMs, marketing attribution, or funnel metrics
- Experience with pricing configuration or product QA
Success in this Role Looks Like
- Contractors launch quickly and accurately
- Customers clearly understand the value of Instant Quote
- High retention and strong expansion pipeline
- Clean, reliable implementations with minimal rework
- Contractors actively using IQ in their sales process
How You’ll Be Measured
- Time to go-live
- % of customers successfully launched
- Contractor Perceived Value
- Retention rate and renewal success
- Expansion revenue (Online Purchasing etc.)
EDEN is committed to building a culture of diversity and inclusion for all. We believe the best products and companies are built by strong teams that include a diversity of backgrounds, ideas, and experiences. We are also committed to equal employment opportunity. Employment is determined without discrimination on the basis of race, color, religion, sex, gender identification and expression, marital status, military status, pregnancy (including potential pregnancy, pregnancy-related conditions, and childbearing), sexual orientation, age, physical, mental, or sensory disability, or any other protected class.