Senior Customer Success Manager

Protolabs•Maple Plain, MN

31d•$114,000 - $156,000•Hybrid

About The Position

The Senior Manager of Customer Success provides strategic leadership for the customer success function, translating company objectives into scalable service strategies, operational plans, and team execution. This role is responsible for leading managers, individual contributors, and teams to deliver an exceptional customer experience, strengthen customer relationships, improve retention, and achieve business performance goals. The Senior Manager balances service excellence with operational discipline, proactive risk management, and on-time delivery, while partnering cross-functionally to elevate the voice of the customer, improve processes and systems, and support enterprise priorities.

Requirements

Bachelor’s Degree in Business Administration, Management, or related field with relevant work experience (Business, Leadership, or Management)
Minimum 5 years of successful leadership experience managing customer-facing teams, including people leadership, performance management, and cross-functional collaboration.
Strong experience using analytics, forecasting, and labor capacity modeling to assess performance, identify trends, and plan for future business needs.
Experience using CRM and Microsoft Office Products
Demonstrated experience leading projects or change initiatives, with the ability to manage priorities, stakeholders, timelines, and implementation effectively.
Proven ability to lead high-performing teams and drive accountability through clear expectations, coaching, and performance management.
Strong verbal and written communication skills, with the ability to influence stakeholders across functions and levels of the organization.
Strong interpersonal and relationship-building skills, with the ability to establish trust and credibility internally and with customers.
Ability to serve as a strong customer advocate and translate customer feedback, service trends, and business needs into actionable improvements.
Ability to quickly understand company operations, customer needs, and business processes in order to make sound decisions and lead effectively.
Strong analytical, problem-solving, and decision-making skills, with the ability to translate data into action and proactively identify risks and opportunities.
Experience improving systems, workflows, or service processes to support operational efficiency, scalability, and customer satisfaction.
Strong project management and prioritization skills, with the ability to lead multiple initiatives, balance competing demands, and deliver results in a fast-paced environment.
High degree of urgency, attention to detail, and responsiveness in addressing customer and business needs.
Self-motivated and adaptable, with the ability to work independently and collaboratively across teams.
Receptive to feedback and committed to continuous improvement for self, team, and customer outcomes.
Must be a U.S. Citizen, lawful permanent resident (green card holder), or foreign national granted refugee or asylee status.

Responsibilities

Define and execute the customer success strategy in alignment with business objectives, translating priorities into operational plans, service standards, and measurable outcomes.
Lead, coach, and develop managers and team members across both in-person and remote environments to build a high-performing, customer-centric organization with strong accountability, engagement, and continuous development.
Represent the voice of the customer across the organization by identifying themes, gathering feedback, and partnering with internal stakeholders to improve the customer experience, processes, and business outcomes.
Support customer retention and long-term relationship health by ensuring service delivery meets expectations, strengthening customer trust, and proactively addressing risks that may impact satisfaction or loyalty.
Establish and improve policies, procedures, and service expectations that increase consistency, efficiency, quality, and responsiveness across the customer success function.
Lead cross-functional initiatives and service improvement projects, managing priorities, timelines, stakeholders, and execution to support organizational goals.
Serve as the senior point of escalation for complex customer issues, while proactively identifying risks, monitoring customer health indicators, and resolving concerns with sound judgment and professionalism.
Monitor service metrics, labor capacity, customer trends, and performance indicators to drive continuous improvement, support forecasting, and ensure appropriate staffing and resource planning.
Identify opportunities to enhance customer success tools, reporting, workflows, and processes in order to improve visibility, efficiency, scalability, and the overall customer experience.
Partner with Sales, Manufacturing, Product, and other internal stakeholders to align customer success strategies, improve service delivery, and support business readiness.
Support business planning through effective budgeting, staffing, and resource allocation to meet service demands and operational objectives.