Where is the work:
Virtual

Job Summary:

The Customer Success Management Leader - Smart Services will be focused on strategic programs, processes, and initiatives to support adoption, engagement, and conversion of Trane Cloud trial customers in North America. This leader will be responsible for developing a robust customer success model, building out the team, and establishing the operating system needed to convert connectivity and trial activity into reoccurring subscription revenue, service agreement growth, repair opportunities, and stronger customer relationships.

This role requires a leader who can create clarity and structure in an ambiguous environment where no prior company model currently exists, while ensuring the approach is simple, practical, and easy for the organization to adopt. The leader will be expected to create a practical, scalable, and commercially effective model that works across regional offices that builds digital SaaS revenue while supporting broader service agreement growth. This role will support a broader team focused on modernization of Trane's service business and expansion of digital capabilities in the market.

What you will do (Essential Functions):

• Build and lead a customer success management team to support Trane Cloud digital trials across North America, fostering strong team commitment, engagement, and ownership.
• Develop the team structure, processes, tools, and success metrics required to manage and scale customer engagement throughout the trial lifecycle.
• Track equipment and systems with enabled cellular connectivity and determine the appropriate end-user and/or owner contacts to engage.
• Lead customer onboarding and engagement efforts to help users understand Trane Cloud capabilities, platform value, and relevant use cases.
• Sustain trial customer engagement through ongoing follow-up, monitoring of site activity, customer support, and resolution of questions throughout the trial period.
• Increase customer satisfaction and platform engagement by ensuring customers are actively using and realizing value from the platform.
• Establish and execute end-of-trial pathways, including continuation of paid subscription, transition to local sales offices for service discussions, repair support through digital triage, or structured follow-up for future engagement.
• Partner with local and regional sales offices to provide sales opportunities, including summary context, customer interests, and recommended next steps to support service growth.
• Create processes to close out customers not ready to move forward while maintaining opportunity tracking for re-engagement at a later date.
• Maximize revenue output from the customer trial funnel through subscription continuance, service agreement attachment, and repair/service tether opportunities.
• Collaborate with product, digital, service, and commercial teams to gather early customer feedback and translate insights into continuous improvement and investment opportunities.
• Lower the barrier of entry to customer acquisition for service sales teams by creating a simple, repeatable, and effective engagement model.
• Work with key stakeholders across the business to ensure alignment with customer coverage strategies, field initiatives, support models, and broader service modernization efforts.
• Evaluate organizational, process, and change management barriers associated with launching this new model and recommend practical solutions that make the approach easy to understand and adopt including in environments where change may be met with resistance.
• Support business cases, staffing strategies, and growth plans for scaling capabilities over time.
• Lead through influence, negotiation, and strong cross-functional communication to build alignment at all levels of the organization.
• Operate effectively in a remote environment, using strong virtual collaboration and time management skills, while supporting travel for in-person meetings, events, and training as needed.

What you will bring:

• Bachelor's degree or relevant industry experience required. MBA or equivalent preferred.

• 7+ years of combined experience in sales, marketing, P&L leadership and/or product management roles required.

• HVAC experience, knowledge of building systems operation, service, and selling required.

• Strong business acumen with ability to connect customer engagement activity to revenue generation and service growth required.

• Previous SaaS sales experience and/or customer success management leadership experience highly preferred.

• Excellent written and verbal communication skills required.

• Demonstrated ability to lead through influence required.

• Strong quantitative and analytical skills required.

• Demonstrated ability to work cross-functionally as a highly effective team player and build alignment across regions, functions, and stakeholder groups required.

• Strong understanding of service business needs, customer engagement cycles, and the tradeoffs required to support growth across regions and functions required.

• Proven ability to initiate, lead, and problem solve in both in-person and virtual environments preferred.

Annual Base Salary Range or Hourly Base Pay Range:
$105,228.33 - $168,700.00
Compensation Type:
Salary
Incentive Eligible:
Yes
Sales Commission Eligible:
No

Disclaimer: We strive to provide competitive compensation for this position, tailored to a variety of factors. The actual compensation will depend on elements such as seniority, merit, geographic location, education, experience, travel requirements, and union designation. Our compensation range is generally based on the national average for the country. Additionally, benefits may vary depending on the region, business alignment, union involvement, and employee status.

Thrive at work and at home:

• Benefits kick in on DAY ONE for you and your family, including health insurance and holistic wellness programs that include generous incentives - WE DARE TO CARE!
• Family building benefits include fertility coverage and adoption/surrogacy assistance.
• Paid time off includes up to 15 vacation days, paid holidays, sick leave, and additional options to support volunteer and parental leave.
• 401K match up, educational and training opportunities through company programs along with tuition assistance and student debt support.

Disclaimer: Benefit offerings may vary by site as well as Collective Bargaining Agreements and local/state regulations

Safety Sensitive Role:
No
The company designates certain roles as Safety Sensitive. Safety Sensitive roles may require that you pass additional drug screening.