[Hiring] East Regional Energy Savings Customer Success Manager @Armstrong World Industries

Role Description

Reporting to the Sr. Manager of Energy Savings Ceilings, we're seeking an East Regional Energy Savings Customer Success Manager who will support the execution of Energy Saving Ceilings (ESC) growth within a defined geography. This role serves as the regional concierge for customers and sales teams, driving customers through the decision funnel and ensuring a smooth, informed path to “yes.” This role combines customer advocacy, market intelligence, and commercial execution.

This is a hands-on execution role, focused on working with Architects & Designers (A&D), contractors, subcontractors, and distributors. The role partners closely with regional sales to identify opportunities, monitor active opportunities, remove barriers, and help convert interest into orders.

The ideal candidate is proactive, organized, and persistent - someone who enjoys working directly with customers, coordinating across teams, and keeping projects moving.

What You’ll Do

• Customer & Project Execution:
  • Serve as the regional customer concierge — identify what customers need to move forward and coordinate internal resources to deliver it.
  • Support existing customer groups (A&D, contractors, subcontractors, distributors) throughout design and project development.
  • Monitor key regional projects and opportunity progress to ensure timely follow-up and engagement.
  • Help remove obstacles that may delay customer decisions or project advancement.
  • Maintain accurate and up-to-date records in Salesforce (SFDC) and support sales enablement efforts.
  • Collaborate cross-functionally to improve the customer journey and drive measurable conversion outcomes.
• Sales Partnership:
  • Partner closely with regional sales teams to identify opportunities, align on priorities, project status, and next actions.
  • Support customer meetings, follow-ups, and information requests that help move projects toward specification and order.
  • Maintain accurate and up-to-date project and customer activity in Salesforce (SFDC).
• Customer Insight & Feedback:
  • Capture and share Voice of Customer (VOC) insights, including common questions, barriers, and competitive dynamics.
  • Identify patterns in regional activity and elevate insights to the broader ESC team.
• Coordination & Cross-Functional Support:
  • Coordinate with technical, product, incentives, and operations teams to ensure customers receive timely and accurate information.
  • Support regional training, events, or customer engagement activities as needed.
  • Help improve execution processes that enhance the overall customer experience.

Qualifications

• 5-10 years of experience in customer success, sales support, project coordination, or related field.
• 3-5 years of outside sales experience working with architects, distributors, or owners.
• Bachelor’s degree or equivalent experience.
• High school diploma/GED required.

Requirements

• Working knowledge and experience in construction, contracting, distribution, specification sales, commercial building products, and knowledge of market segments, customers, and distribution channels.
• Experience working in or supporting the design and construction ecosystem (A&D, contractor, distributor, or building products environment) preferred.
• Familiarity with Salesforce (SFDC) or similar CRM tools.
• Strong organizational skills with the ability to manage multiple projects and priorities.
• Excellent communication and follow-through.
• Ability to work collaboratively with field sales and cross-functional teams.

Benefits

• A benefits package including: medical, dental, prescription drug, life insurance, 401k match, long-term disability coverage, vacation and sick time, product discount programs and many more.
• Personal development to grow your career with us based on your strengths and interests.
• A working culture that balances individual achievement with teamwork and collaboration.