Customer Success Manager

Full-Time | On-Site | Winnebago, IL

Position Overview

Silo Communications is seeking a highly motivated Customer Success Manager to serve as the bridge between customers, sales, operations, and community growth initiatives.

This role is ideal for someone who enjoys building relationships, solving problems, improving processes, and creating opportunities for growth. The Customer Success Manager will own the customer experience from initial inquiry through installation and ongoing service while helping ensure projects stay on track and customers remain informed every step of the way.

The successful candidate will take ownership of business development and strategic growth for Silo. They will thrive on advancing customer relationships, installation coordination, lead follow-up, community engagement, and local business development while contributing to Silo’s continued growth across northern Illinois.

As Silo continues to expand, this position offers a clear opportunity for advancement into a future leadership role with increased strategic responsibilities, team leadership opportunities, and expanded compensation potential.

Key Responsibilities

Customer Success & Customer Experience

• Serve as the primary point of contact throughout the customer journey.

• Follow up on all residential and commercial inquiries to ensure opportunities are not missed.

• Maintain regular communication with prospective and existing customers.

• Address customer concerns and coordinate issue resolution with internal teams.

• Build long-term relationships that support customer satisfaction and retention.

• Ensure customers receive a high-quality experience from initial inquiry through installation and beyond.

Project Coordination

• Track customer orders and installations from start to finish.

• Coordinate with construction, operations, and installation teams to ensure projects progress smoothly.

• Monitor installation schedules, lateral construction, drop burials, and related project milestones.

• Keep customers informed regarding timelines and project updates.

• Help identify and address bottlenecks that may delay customer installations.

Sales & Business Development

• Drive residential sales and increase cumulative take rate.

• Develop relationships with local businesses throughout Silo’s service territory.

• Serve as a primary contact for commercial sales opportunities.

• Support customer acquisition initiatives in new and existing service areas.

• Follow up consistently on sales opportunities and referral leads.

• Help drive adoption of fiber services in expansion markets.

• Contribute to company growth through performance-based incentive programs.

Marketing & Community Engagement

• Support local marketing initiatives designed to increase awareness and customer adoption.

• Attend village, township, economic development, and community meetings.

• Represent Silo at local events and outreach activities.

• Build relationships with community leaders, business owners, and local organizations.

• Assist with gathering customer testimonials, success stories, and local content for marketing efforts.

• Serve as an ambassador for the Silo brand throughout the communities we serve.

Process Improvement & Future Leadership

• Identify opportunities to improve internal processes and customer communication.

• Recommend solutions that improve customer satisfaction and operational efficiency.

• Help shape the future customer experience as the company grows.

• Contribute ideas that support market expansion and long-term growth initiatives.

• Demonstrate leadership capability that may lead to future advancement opportunities.

Who Will Thrive in This Role

The ideal candidate:

• Takes ownership and follows through on commitments.

• Is motivated by performance-based incentives and growth opportunities.

• Enjoys helping customers and solving problems.

• Is highly organized and detail-oriented.

• Communicates effectively with customers, contractors, business owners, and community leaders.

• Is comfortable balancing customer service, sales, marketing, and project coordination responsibilities.

• Enjoys networking and building relationships in the communities they serve.

• Sees a long-term career path and leadership opportunity within a growing company.