CRM Manager

Canopy is an integrated tree care service company on a mission to build the leading tree care platform in North America. By acquiring high-performing local brands and accelerating their growth through proven best practices, scalable playbooks, and centralized services, Canopy empowers local leaders to focus on delivering exceptional service and building lasting customer relationships. Backed by Alpine Investors, Canopy is redefining partnership in the arboriculture industry with a people-first approach, operational excellence, and a commitment to sustainable growth. The CRM Manager will play a pivotal role in ensuring the effective use and continuous improvement of Canopy’s core CRM and Field Service Management (FSM) platforms, supporting the company’s rapid expansion and operational consistency across its growing portfolio.

Responsibilities

• Serve as the business owner and day-to-day manager of Canopy’s core CRM and FSM platforms, including ArboStar, ArborGold, and related systems.
• Develop, document, and maintain standard operating procedures (SOPs) for CRM and FSM platforms, ensuring alignment with company policies and operational standards.
• Establish and enforce system standards, workflows, stage definitions, tagging conventions, and required data fields.
• Ensure data integrity, reporting accuracy, and operational consistency across all partner brands.
• Audit partner offices for compliance with system standards and escalate non-adoption or process deviations as needed.
• Manage platform administration activities, including user setup, permissions, configuration governance, and support triage.
• Design and deliver structured training programs for office teams, regional leadership, and new users.
• Create and maintain training guides, playbooks, process documentation, and knowledge-base resources.
• Support onboarding and system transitions for newly acquired partner companies, ensuring smooth data migration and process adoption.
• Coordinate with CRM/FSM vendors on support issues, enhancement requests, and system improvements.
• Collect and synthesize end-user feedback to inform process improvements and feature requests.
• Lead cross-functional teams to set process standards and drive system-driven process improvements.
• Monitor platform performance and identify opportunities to improve usability, adoption, and data quality.
• Communicate system updates, workflow changes, and new feature rollouts to stakeholders.
• Travel up to 15% as required to support partner brands and system rollouts.

Qualifications

• 3–5+ years of experience in CRM administration, CRM/FSM management, or operational systems management, preferably in a multi-location, private-equity backed, or home services environment.
• Expertise in ArboStar, ArborGold, or comparable Field Service Management systems.
• Proven experience developing SOPs, training programs, and scalable system documentation.
• Strong understanding of data integrity, reporting structures, and workflow design.
• Experience supporting system onboarding, transitions, or multi-brand standardization is preferred.
• Demonstrated ability to enforce standards while maintaining strong cross-functional relationships.
• Highly organized, process-driven, and comfortable leading cross-functional training, documentation, and governance efforts.
• Excellent communication skills with the ability to translate technical system functionality into practical operational guidance.
• Ability to travel up to 15% as required.

Benefits

• 401(k) match
• Comprehensive medical, dental, and vision insurance
• Long-term and short-term disability coverage
• Generous paid time off (PTO)
• Opportunities for professional growth and advancement as the company scales
• Mission-driven, people-first culture focused on sustainable growth and exceptional service