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Salary: USD 90,000 - 130,000 / annual
Treehouse is building the operating system for home electrification, partnering with major automotive and energy brands (Toyota, GM, Rivian, ChargePoint) to deliver end-to-end EV charger and battery backup installations. The company handles everything from project scoping and permitting to installation, using proprietary technology to design projects virtually at scale.
The Customer Experience Manager will design, implement, and oversee customer service strategies ensuring a positive, seamless experience throughout the customer lifecycle. This is a cross-functional role working closely with Sales, Field Operations, and Engineering to enhance customer engagement and satisfaction.
Key responsibilities include:
- Developing and optimizing the customer journey, identifying critical touchpoints and project milestones to improve the experience from initial contact through post-installation support
- Creating and implementing customer service strategies aligned with company goals and industry best practices
- Establishing Voice of the Customer processes and serving as the primary internal advocate for customer needs, preferences, and feedback
- Gathering, analyzing, and acting on customer feedback through surveys, reviews, and direct interactions to identify trends and improvement opportunities
- Using data-driven approaches to present findings and recommendations to stakeholders
- Overseeing installation and inspection scheduling coordination across Field Operations, building departments, and customers
- Managing complex customer issues, change orders, and escalations while maintaining customer focus
- Developing and monitoring customer experience KPIs that drive continuous improvement
- Integrating customer insights into product development, service delivery, and business strategy
- Designing and delivering training programs for Customer Service Associates
Requirements:
- Bachelor's degree (or four years relevant work experience in lieu of degree)
- Four or more years of experience in customer success or customer experience management, preferably in residential construction, with at least two years leading teams
- Experience with CRM tools and related software/platforms
Preferred qualifications:
- Customer-facing experience in home renovation or electrification industry
- Passion for electrification and/or energy sustainability
- Exceptional verbal and written communication skills with emphasis on interpersonal collaboration
- Comfort with independence, bias for action, quick learning, context-switching, and iteration
- Ability to work cross-functionally and drive multiple teams toward common goals
- Strong analytical and problem-solving skills with data-driven decision-making
- Ability to thrive in fast-paced, early-stage company environment
