Customer Success Manager
About The Position
The Customer Success Manager is responsible for leading and developing the Customer Success and Sales Support teams while driving operational excellence, customer experience, cross-functional collaboration, and continuous improvement initiatives across the organization. This role serves as a strategic partner to Sales, Operations, Logistics, Quality, Finance, and customer stakeholders to ensure successful customer onboarding, effective account execution, and exceptional service throughout the customer lifecycle. The Customer Success Manager oversees daily team operations while leading process improvement efforts, systems optimization, performance measurement, and organizational alignment initiatives that support scalable growth, operational efficiency, and long-term customer success.
Requirements
- Bachelor’s degree in Business or related field Or a combination of equivalent experience and education.
- 5+ years of experience in customer operations, sales support, customer success, business operations, or related field, with at least 2+ years of experience leading a team.
- Advanced Microsoft Office proficiency.
Nice To Haves
- Experience leading cross-functional projects and process improvement initiatives.
- CRM and MS database (HubSpot) experience is a plus.
Responsibilities
- Lead, coach, and develop Customer Success and Sales Support team members to support company goals and customer expectations.
- Oversee strategic customer onboarding initiatives for new and existing accounts, ensuring the coordination of cross-functional onboarding efforts between multiple departments.
- Oversee accuracy and efficiency of quotes, orders, bid packages, and customer account support while supporting team members in resolving customer, production, inventory, and operational issues.
- Lead continuous improvement initiatives focused on operational efficiency, communication, scalability, and customer experience.
- Serve as a key liaison between multiple departments while facilitating alignment and communication to ensure customer commitments and operational priorities are executed successfully.
- Develop and maintain operational and customer performance reporting, KPIs, dashboards, and visibility tools. Analyze and present trends related to workload, customer onboarding, delivery performance, and operational execution, utilizing data to identify improvement opportunities and support strategic decision-making.
Benefits
- Equal opportunity employer
- Affirmative action employer
- Reasonable accommodations for individuals with disabilities
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
