Customer Success and Support Manager

ESPEC North America Inc•Hudsonville, MI

7d•$100,000 - $120,106•Hybrid

About The Position

ESPEC North America (ENA) is seeking a Customer Success and Support Manager to join their Customer Service Department. This role is a leadership position responsible for guiding and developing a team to ensure customers achieve their goals and gain maximum value from the company’s products and services. The Manager oversees the entire post-sales customer experience, including onboarding, ongoing support, and proactive engagement. The role aims to foster a customer-centric culture, drive customer retention, and identify opportunities for growth and service improvement. Through cross-functional collaboration, this role ensures alignment between customer needs and organizational objectives, delivering consistent, high-quality customer outcomes.

Requirements

A bachelor’s degree in business, marketing, or a related field is required.
5+ years of experience in customer success, account management, or a related customer-facing role required.
Prior leadership or team lead experience is required.
Proven ability to manage customer relationships and drive customer satisfaction.
Strong communication skills with the ability to build rapport and trust with clients.
Problem-solving abilities to address customer concerns and resolve issues.
Excellent organizational skills and the ability to manage multiple customer accounts simultaneously.
Strong understanding of customer success metrics and experience using CRM tools (e.g., Salesforce, HubSpot).
Ability to learn new software quickly and troubleshoot basic customer issues.
Strong ability to read, analyze, and interpret a variety of materials, including business publications, professional journals, technical documentation, and regulatory guidelines.
Proficient in writing clear, concise reports, business correspondence, and procedural manuals.
Capable of effectively presenting information and addressing questions from diverse audiences, including managers, clients, customers, and production teams.
Ability to add, subtract, multiply, and divide; knowledge of Business math.
Demonstrates the ability to apply sound judgment and analytical thinking to effectively execute complex, multi-step processes.
Skilled at navigating standardized situations while adapting to frequent changes and dynamic customer needs.
Mid-level computer skills required; use of Microsoft Office (Word, Excel, PowerPoint), ERP (BOM structure), email.

Nice To Haves

Experience in service-based, technical, or industrial environments is a plus.
Knowledge of project management, customer journey mapping, or customer satisfaction techniques is a plus.

Responsibilities

Develop and maintain strong, long-term customer relationships, ensuring customers derive measurable value from products and services.
Understand customer goals, challenges, and business needs, aligning solutions to support their success.
Oversee the transition from sales to post-sales support, ensuring a seamless onboarding experience.
Ensure customers are effectively trained and supported to maximize product adoption and utilization.
Monitor customer health and proactively identify and mitigate risks to customer retention.
Identify opportunities for account growth, including expansion of services or solutions.
Conduct regular customer reviews to assess satisfaction, address concerns, and strengthen long-term partnerships.
Ensure customer inquiries and concerns are addressed in a timely and professional manner, escalating issues as appropriate.
Collaborate with internal teams to resolve challenges and improve the overall customer experience.
Oversee the tracking and analysis of customer interactions, feedback, and support trends.
Monitor key performance indicators such as customer satisfaction (CSAT), Net Promoter Score (NPS), product adoption, and retention.
Provide regular reporting and insights to leadership to support data-driven decision-making and continuous improvement.
Partner with Sales, Product, and Support teams to align efforts and ensure customer expectations are consistently met or exceeded.
Support revenue-generating activities by providing customer insights for renewals, expansions, and new opportunities.
Participate in customer-facing engagements, including meetings, presentations, and events, to strengthen relationships and promote value.
Perform other duties as assigned.
Lead, mentor, and develop a team of Customer Success professionals, fostering a high-performance and customer-focused environment.
Establish clear performance expectations and provide ongoing coaching and feedback.
Conduct performance evaluations and support professional development initiatives.
Oversee daily team operations to ensure efficiency, responsiveness, and consistent service delivery.
Collaborate with cross-functional leaders to align team priorities with organizational goals.