Sales & Customer Success Manager
1 day ago
Beltsville
Job Description About Us BN Commercial Cleaning and Fire Protection is a family-owned company specializing in comprehensive commercial kitchen solutions. Founded in a small garage in 2016, we’ve grown rapidly through dedication, expertise, and a commitment to excellence. With over 40 years of combined industry experience, we provide a full range of services, including: • Kitchen hood cleaning, • Equipment and full kitchen deep cleaning, • Ceiling cleaning and restoration, • Grease containment systems, • Restaurant fire suppression systems, • Thousands of customers across the DMV, • High-profile clients including:, • Smithsonian Institution, • DC and MD area stadiums, • Burger King, • Costco, • Michelin-starred restaurants, • 14 skilled technicians and 3 full-time office executives, • ~99% customer satisfaction rate, • We’ve handled challenging, time-sensitive projects for:, • Gordon Ramsay’s shows, • Historic sites like the Guinness Brewery in Baltimore Our vision is to become the most trusted partner helping commercial kitchens operate safely, efficiently, and in full compliance—nationwide. We aspire to be so renowned for our excellence that our logo becomes a badge of honor, displayed at the entrance of every restaurant we serve, like a Zagat or Michelin symbol, but for cleanliness, safety, and compliance. Our mission is to achieve this by becoming the #1 commercial kitchen solutions company in the country, and we’re looking for driven, entrepreneurial people to help us get there. If you’re motivated, enjoy solving problems independently, and want to be part of a fast-growing, family-owned business, we’d love to talk. Job Summary We are seeking a self-motivated Sales & Customer Success Manager to drive our growth through strategic sales, marketing oversight, and exceptional customer service. You will be the primary driver of new revenue and customer retention for our direct (non-subcontracted) customers. This role is pivotal in: • Expanding our client base, • Securing long-term, annual contracts, • Cross-selling required fire protection services, • Our external marketing partner (Scorpion), • The CEO, • Thrive in a dynamic, family-oriented environment, • Are comfortable working alone and with other team members, • Are passionate about helping businesses maintain safe, compliant, and efficient commercial kitchens, • Handle inbound estimates and leads, • Currently ~2+ estimates per day (with more available as you prove you can handle more), • Respond quickly to incoming leads via phone, email, and web inquiries, • Conduct estimates & close deals, • Run on-site estimates for new and existing customers, • Prepare clear, detailed estimates emphasizing annual service agreements that bundle multiple services (hood cleaning, deep cleaning, fire extinguisher servicing, and suppression systems), • Promote contract-based relationships over a-la-carte options (which are intentionally priced higher), • Sell required fire protection services, • Upsell fire suppression inspections and fire extinguisher inspections to existing hood cleaning customers, • Treat these add-ons as new revenue when brought onto existing accounts, • Cross-sell and upsell additional services, • Identify and sell additional cleanings and specialty services throughout the year, • Develop and customize membership/service agreements tailored to client needs, • Follow-up & pipeline management, • Proactively follow up on open quotes and missed opportunities, • Make sure no qualified lead “dies” because of lack of follow-through 2. Customer Success & Retention • Own a book of business, • Over time, manage a book of ~750–1,000+ direct customers (excluding subcontracted work managed by the office), • Start with the most valuable and complex accounts and expand from there, • Ensure service quality & satisfaction, • Ensure service is performed as sold and on schedule (scheduling is handled by operations, but you own the relationship), • Address issues quickly and coordinate with office operations/technicians as needed, • Generate Courtesy After Service Reports (CASR), inspection reports, and document key findings, • Maintain extremely high renewal rates, • Target 95–100% annual renewal rate, • Use renewals as a quality bar: you’re not just selling once; you’re keeping customers for the long term, • Customer feedback & satisfaction, • Implement simple, trackable customer satisfaction practices over time (beyond just Google reviews), • Gather feedback and share it with the team to improve processes and service quality 3. Marketing Oversight & Collaboration • Work directly with our marketing agency (Scorpion) to:, • Provide ideas and feedback based on what you see in the field, • Monitor marketing performance and budgets, • Request updates to website content, ad copy, landing pages, and physical marketing materials, • Suggest when to increase ad spend as you demonstrate you can close more than 2 leads per day, • Collaborate internally to ensure:, • Marketing, sales, and operations are aligned on messaging and offers, • You’re getting the right kind of leads—and enough of them—to hit your targets 4. Coordination with Operations & Technicians • Communicate clearly with technicians to ensure they:, • Have the tools, chemicals, and resources needed for the jobs you’ve sold, • Understand any special customer expectations or unique site conditions, • Help refine and improve internal processes as we grow, so we can:, • Deliver on what we sell, • Maintain high satisfaction at scale 5. Growth & Team Building • Monitor workload and performance and tell us when it’s time to hire additional sales or support staff, • Help shape:, • How the sales function grows, • How customer success is structured as we scale nationwide, • Work directly with the CEO and leadership team on:, • Sales strategy, • Pricing and packaging of services Qualifications & Skills • Proven experience in sales, ideally in service industries (commercial kitchens, fire protection, facilities, HVAC, etc.) or another field with recurring contracts/services, • Strong communication and relationship-building skills; very organized and detail oriented, • Self-starter who enjoys problem-solving independently and working backwards from goals, • Nice to have (not required): kitchen/fire compliance knowledge; CRM tools; Microsoft Office; basic digital marketing; ClickUp We designed this plan so that your base pay is stable, your upside is big if you perform, and it’s simple to understand and track. • Ramp Period (First 3 Months): Higher base, minimal commission, • Post-Ramp: You Choose Your Plan, • Option 1: Higher base, lower commission, • Option 2: Lower base, higher commission, • Performance-based compensation with real upside (base + commission), • OTE realistically $90,000–$150,000+ for strong performers (more as we grow), • Growth opportunities in a rapidly expanding, family-owned business, • Supportive, tight-knit team + comprehensive training Please submit: • Resume, • 3 references, • Introduction (who you are, why BN + this role), • Sales Win You’re Proud Of (situation, actions, outcome), • Customer Experience You’re Proud Of (above-and-beyond story + result)