Customer Success Manager
About The Position
Customer Success Manager (CSM) Location: Buffalo, NY (On-Site) Department Operations / Program Management Reports To: Business Unit Director Employment Type: Full-Time | Exempt About GTI Energy GTI Energy, a division of GTI Fabrication, designs and manufactures industrial modular systems, containerized energy solutions, and structural enclosures serving energy, defense, and heavy-industrial customers. As GTI continues to scale production and customer programs across Arizona and New York, we are building a customer success function focused on day-to-day execution, communication, and delivery reliability. This role supports that mission by ensuring customers are informed, aligned, and supported throughout the lifecycle of their programs. Position Overview The Customer Success Manager (CSM) is a customer-facing, execution-focused role responsible for supporting assigned customer programs once contracts are in place. This role acts as the primary point of contact for customers on active projects, coordinating internally with Engineering, Operations, Quality, and Supply Chain to ensure commitments are met on scope, schedule, and quality. This position focuses on operational follow-through, customer communication, and issue resolution within defined programs.
Requirements
- Bachelor’s degree in business, Engineering, Operations, or a related field (or equivalent experience).
- 3–6 years of experience in: Customer success Program coordination Project management Operations or manufacturing support roles
- Experience working in a manufacturing, industrial, or technical environment.
- Strong organizational and communication skills.
- Ability to manage multiple programs or customers simultaneously.
- Comfortable working on-site in a fast-paced production environment.
- Proficiency with Microsoft Office (Excel, PowerPoint) and basic project tracking tools.
Nice To Haves
- Experience in manufacturing, fabrication, or industrial operations.
- Prior customer-facing role supporting technical or operational programs.
- Familiarity with production workflows, scheduling, or quality processes.
- Exposure to Lean, continuous improvement, or ISO-based environments.
- Entry-level project management certification or training (PMP not required).
Responsibilities
- Serve as the primary day-to-day customer contact for assigned programs.
- Communicate project status, schedules, and deliverables clearly and consistently.
- Coordinate customer requests, changes, and clarifications with internal teams.
- Ensure customer expectations remain aligned with approved scope and timelines.
- Support customer meetings, check-ins, and routine status updates.
- Partner with Engineering, Operations, Quality, and Supply Chain to track progress against program milestones.
- Help translate customer requirements into clear internal action items.
- Track schedules, risks, and dependencies and escalate issues when needed.
- Support documentation, reporting, and change tracking for assigned programs.
- Ensure handoffs between teams are clear and documented.
- Identify execution issues early and escalate appropriately.
- Support root-cause analysis and corrective actions for delivery or quality issues.
- Capture lessons learned and help improve standard program workflows.
- Assist in maintaining consistent customer experience across programs.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
51-100 employees
