What are the responsibilities and job description for the Customer Success & Account Manager position at Thermal Research and Development?
About Us
Thermal R&D Performance is a fast-growing manufacturer of premium aftermarket exhaust systems and automotive parts for performance vehicles. We design and build high-quality components for Cars, Trucks, SUV and other enthusiast-driven vehicles.
We are at an exciting stage of growth—modernizing our sales and marketing systems, expanding our wholesale network, and investing heavily in brand and content.
We’re looking for someone who wants to grow with the company and play a key role in building a best-in-class customer and account management function.
About the Role
This is a hybrid role combining customer success, account management, and light sales/business development.
You will be the front line for our customers—ensuring they have a great experience—while also working to grow relationships with existing dealers and identify new opportunities.
This is not a passive customer service role. We’re looking for someone who takes ownership, builds relationships, and proactively drives growth.
Key Responsibilities:
Customer Success & Support
- Respond to customer inquiries via email and phone (fitment, orders, product questions)
- Resolve order issues, shipping questions, and technical support needs
- Ensure a high-quality, professional customer experience at all times
Account Management (Wholesale & Branded Customers)
- Build relationships with existing wholesale and dealer accounts
- Follow up regularly to drive repeat orders and increase account value
- Identify opportunities to expand product adoption within accounts
Sales & Business Development Support
- Reach out to inactive or underutilized accounts
- Identify and engage new potential wholesale customers
- Support inbound leads generated from marketing efforts
Systems & Process
- Maintain accurate activity and customer data in CRM
- Work with Shopify, ShipStation, and internal systems to manage orders and customer communication
- Help improve customer service processes and documentation over time
What Success Looks Like
- Fast, professional responses to customer inquiries
- Increased repeat business from existing accounts
- Growth in wholesale and dealer relationships
- Consistent outbound activity supporting new business development
Qualifications
Required
- 2–5 years of experience in:
- Customer service, account management, or inside sales
- Strong communication skills (written and verbal)
- Organized and detail-oriented
- Comfortable managing multiple priorities in a fast-paced environment
Preferred
- Experience in automotive aftermarket, manufacturing, or B2B distribution
- Experience with CRM systems (HubSpot, Salesforce, etc.)
- Familiarity with e-commerce platforms (Shopify) or shipping tools
- Sales or account growth experience
Compensation & Benefits
- Base Salary: $60,000 – $65,000 (depending on experience)
- Performance Bonus: 10-15% of Base
- Paid Time Off
- Opportunity for growth in the organization
Work Environment
- Hybrid role (initial in-person training, on-site meetings and training in Lancaster, CA. Must be local to Greater LA area and able to commute reliably as needed.)
- Long-term flexibility for partial remote work
- Collaborative team environment with direct exposure to leadership
Why Join Us
- Be part of a growing brand in the automotive performance space
- Opportunity to grow into a larger sales or account management role
- Work closely with leadership and have a real impact on the business
- Help build the foundation for a modern sales and customer experience system
Salary : $60,000 - $65,000