Customer Experience Success Manager

Alto-Shaam•Menomonee Falls, WI

About The Position

The Customer Experience Success Manager leads continuous improvement of the end-to-end customer experience journey across the customer lifecycle. This role identifies friction points, uses customer and business insights to drive meaningful improvements, and partners cross-functionally to create a more seamless and proactive customer experience. The role also leads the Customer Experience team, building capability, accountability, and service excellence while ensuring daily execution supports broader customer experience goals. Success in this role requires a balance of customer journey thinking, problem solving, people leadership, and operational discipline. The ideal candidate for a Customer Experience Success Manager would be able to do the following:

Requirements

Bachelor’s or 5+ years of customer service-related experience in B2B; preferred manufacturing.
Experience improving customer journeys, reducing friction, and translating customer needs into action.
Strong cross-functional leadership, team development, and analytical problem-solving skills.
Operational fluency in Order to Cash processes, ERP systems (e.g., Oracle, SAP), and data accuracy.

Responsibilities

Own and improve the end-to-end customer journey by identifying friction points, service gaps, and opportunities to create a more seamless and proactive customer experience.
Use customer feedback, recurring issues, service trends, and business insights to identify root causes and lead sustainable improvements that reduce repeat customer pain points.
Partner closely with Sales, Operations, Shipping, Planning, and other cross-functional teams to ensure customer needs are reflected in decisions, processes, and priorities.
Lead initiatives that improve responsiveness, simplify the customer experience, and strengthen long-term customer loyalty and trust.
Establish, track, and communicate meaningful customer experience metrics to measure service quality, responsiveness, friction points, and improvement opportunities across the customer lifecycle.
Help shape the future customer journey by recommending improvements to tools, workflows, communication touchpoints, and team capabilities.
Lead, coach, and develop the Customer Experience team to deliver a high-quality, customer-centered experience aligned with company values.
Foster a culture of accountability, collaboration, problem solving, and continuous improvement.
Partner with Human Resources on staffing, onboarding, training, and development initiatives that strengthen team performance and engagement.
Oversee consistent, accurate execution across customer support and order management processes.
Maintain strong data integrity and process discipline to support a reliable customer experience.
Act as an escalation point for complex customer issues and drive root-cause resolution.
Track key performance metric trends and communicate insights, risks, and improvement opportunities.