Manager, Customer & Dealer Success
About The Position
The Customer & Dealer Success Manager is responsible for leading and developing the customer support function to deliver exceptional customer experience. This role oversees daily support operations, drives continuous improvement, and ensures alignment between customer support and product teams. The team is available 24/7/365 for our customers which is uncommon for a company of our size. The ideal candidate is both customer-focused and operationally strong, with the ability to build scalable processes and lead high-performing teams. If you are a hands-on individual who likes the mix of a player-coach style leadership, then this role is for you!
Requirements
- Bachelor’s degree in Business, Operations, or related field (or equivalent experience)
- 5+ years of experience in customer support, customer success, or service operations
- 2+ years in a leadership or management role
- Experience with CRM and support tools (e.g., Salesforce, Zendesk, etc.)
- Strong analytical, organizational, and problem-solving skills
- Excellent communication and interpersonal skills
- Willingness to occasionally travel to support field operations and customer engagements.
Nice To Haves
- Experience supporting technical products or equipment (e.g., industrial, construction, HDD, etc.)
- Experience working with dealer or distributor networks.
- Background in field support, training, or product demonstrations.
Responsibilities
- Lead, mentor, and develop the customer support team to provide world-class service to our customers.
- Establish performance expectations, KPIs, and ongoing training programs
- Foster a customer-first culture focused on responsiveness, ownership, and resolution
- Develop good thought leadership on customer service strategy
- Ensure timely and effective resolution of customer inquiries, issues, and escalations
- Monitor customer satisfaction metrics and implement improvement plans
- Act as the escalation point for critical or high-impact customer issues
- Develop and optimize support processes, workflows, and tools to improve efficiency
- Manage ticketing systems, CRM usage, and support documentation
- Analyze support data to identify trends, root causes, and opportunities for improvement
- Track and report on key performance metrics
- Support projects for lead conversion, demos, and dealer/customer relationships
- Collaborate with Product, Manufacturing and Engineering to communicate customer feedback and influence product improvements
- Support dealer networks with training, troubleshooting, and escalation management
- Ensure consistent support standards across all channel partners
- Drive accountability and performance within the dealer support ecosystem
Benefits
- Unparalleled health benefits (PPO plan with no deductibles, no co-pays, DCI covers 99% of costs)
- Quarterly bonuses
- Professional development
- 401k match (3% match from DCI regardless of participation, 5% maximum match, 100% vested immediately)
- 22 days PTO
- Parental leave
- Company covers 100% of payroll taxes for state family medical leave
- 11 annual paid holidays plus 1 floating holiday
- Winter break (we are closed the last week of each year)
- Competitive base pay
- Discretionary quarterly profit sharing bonuses
- Fully stocked snack area
- Sporting tickets
- Wellness competitions
- Monthly catered lunches
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What This Job Offers
Job Type
Full-time
Career Level
Manager
