Customer Success Management Leader- Smart Services (Remote)

Be a part of our mission! As a world leader in creating comfortable, sustainable, and efficient climate solutions for buildings, homes and transportation, it's our responsibility to put the planet first. For us at Trane Technologies , and through our businesses including Trane®  and  Thermo King ,  sustainability is not just how we do business—it is our business.  Do you dare to look at the world's challenges and see impactful possibilities?  Do you want to contribute to making a better future?  If the answer is yes, we invite you to consider joining us in boldly challenging what's possible for a sustainable world. Learn about our benefits designed for you to Thrive at work and at home.  We boldly go. 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.

(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