Manager, Customer Success

Hammond Power Solutions•Guelph, ON

6d•CA$112,400 - CA$140,000•Hybrid

About The Position

Hammond Power Solutions Inc. is a global manufacturer headquartered in Guelph, Ontario, Canada. HPS has grown to become the leader in North America in the custom design and manufacture of dry type transformers. For the past century, HPS has grown to deliver electrical power solutions to global markets and provides solutions for complex applications like, mining, rectifier, drives, traction, wind, solar and many other electrical power applications. The world relies on HPS to continually conceive and produce state-of-the-art transformer technology. We currently have an opening for a Manager, Customer Success, come grow with us! Reporting to the Chief Commercial Officer, the Manager, Customer Success – North America will build and lead a proactive customer success organization that makes it easy for customers to get answers, resolve issues quickly, and do business with HPS. This role will drive the evolution of customer service from a reactive support model to a customer-centric operation focused on accountability, service excellence, continuous improvement, and long-term customer loyalty. The successful candidate will bring strong leadership, operational expertise, and a passion for creating seamless customer experiences while partnering closely with Sales, Engineering, Operations, Marketing, and other key stakeholders across the organization.

Requirements

Customer Success strategy and operating model design
Customer experience and service recovery management
Data analytics and performance management
Process improvement and operational excellence
Cross-functional leadership and influence
Change management and organizational transformation
CRM and customer technology platforms
Knowledge management and AI-enabled service solutions
Experience within manufacturing, industrial, engineered products, electrical, or technical solutions environments is strongly preferred.
Familiarity with ISO 9001, ISO 14000, Lean principles, and continuous improvement methodologies.
Ability to travel throughout North America as required.
Bachelor's degree in Business Administration, Operations Management, Engineering, Supply Chain, Customer Experience, or a related field.
Minimum 10 years of progressive leadership experience in Customer Success, Customer Experience, Customer Operations, Customer Service, or a related function.
Experience leading customer-facing teams within a complex B2B manufacturing environment.
Proven success leading service transformation initiatives that improved customer experience and operational performance.
Experience managing customer interactions involving orders, quotations, technical inquiries, and cross-functional coordination.
Demonstrated success leading and developing high-performing teams.

Responsibilities

Design, implement, and continuously improve a scalable North American Customer Success operating model.
Establish clear ownership, service standards, escalation paths, routing processes, and service levels.
Lead the transition from reactive customer support to proactive customer advocacy and issue resolution.
Drive initiatives that improve customer satisfaction, retention, and business performance.
Analyze customer, service, and operational data to identify trends, bottlenecks, and improvement opportunities.
Develop and maintain standard operating procedures, performance metrics, and governance routines.
Partner with Sales, Quoting, Engineering, Operations, and Marketing to improve the end-to-end customer journey.
Lead the resolution of complex customer issues and service recovery situations.
Balance customer expectations, business priorities, profitability, and long-term relationship management.
Serve as a trusted advisor for customer experience strategy and execution.
Support the implementation and optimization of customer success tools, CRM solutions, reporting platforms, knowledge management systems, and AI-enabled capabilities.
Lead, coach, and develop a high-performing Customer Success team across North America.
Foster a culture of accountability, collaboration, problem-solving, and customer focus.
Manage performance, succession planning, talent development, and workforce planning activities.

Benefits

Market-competitive compensation that reflects performance, skills, and current market conditions.
Comprehensive benefits package.
Eligibility for performance-based incentives.
Equitable pay, benefits, and practices prioritize security, health, and well-being.
Variable pay programs.
Employee Stock Ownership Program.
Core benefits focus on wellness, mental health, and financial security.
Support for work-life balance through flexible work schedules, paid time off, and leaves of absence.
Confidential, best-in-class Employee and Family Assistance Program (EFAP).
Opportunities to support communities through Hammond Giving Strategy.