Customer Success Manager

Ralliant•Plainville, CT

4d•Onsite

About The Position

The North America Customer Success Manager leads the regional customer success organization, including Customer Success Specialists responsible for day-to-day customer support and Strategic Customer Success Representatives focused on key account engagement. This role is accountable for improving daily service execution while building a more proactive customer engagement model that strengthens key account satisfaction, retention, and the overall customer experience.

Requirements

7+ years of experience in customer success, customer service leadership, commercial operations, or related B2B support functions.
Experience leading teams, setting priorities, coaching employees, and delivering measurable operational results.
Strong problem-solving and analytical capability with experience using KPIs to improve performance.
Ability to influence across functions and resolve customer or operational issues in a matrixed environment.
Familiarity with CRM, ERP, case management, or reporting systems.

Nice To Haves

Bachelor's degree in related field
Experience leading both high-volume service teams and strategic customer-facing support roles.
Experience in industrial, manufacturing, technical products, or complex B2B environments.
Working knowledge of continuous improvement, daily management, root cause problem solving, or lean operating practices.
Salesforce & Oracle (JDE) experience preferred.

Responsibilities

Lead a unified customer success model across tactical support and strategic account teams.
Establish clear roles, service standards, escalation paths, and engagement expectations.
Shift the team from reactive issue resolution toward proactive customer management.
Coach, develop, and support a high-performing Customer Success team.
Set priorities, allocate resources, and reinforce accountability through regular performance cadence.
Build team capability and leadership bench strength through development planning and standard work.
Own key service metrics such as response time, resolution time, backlog health, customer satisfaction, and escalation responsiveness.
Lead root cause problem solving and continuous improvement efforts to reduce recurring issues and improve consistency.
Use customer feedback and data to identify trends, prioritize improvements, and strengthen the customer journey.
Oversee proactive engagement plans for key customers to improve satisfaction, responsiveness, and retention.
Partner with Sales and Commercial teams to align customer support with account priorities and business needs.
Ensure strategic customer issues are identified early and addressed through strong cross-functional follow-through.
Partner with Sales, Operations, Technical Support, Marketing, Finance, and Product teams to improve end-to-end customer outcomes.
Drive adoption of CRM, ERP, case management, reporting, automation, and digital tools that improve customer success execution.
Communicate customer priorities, risks, and performance trends clearly to leadership and business partners.