Customer Success Manager

JOB PURPOSE:

The Customer Success Manager is responsible for leading and developing the Customer Success and Sales Support teams while driving operational excellence, customer experience, cross-functional collaboration, and continuous improvement initiatives across the organization.

This role serves as a strategic partner to Sales, Operations, Logistics, Quality, Finance, and customer stakeholders to ensure successful customer onboarding, effective account execution, and exceptional service throughout the customer lifecycle. The Customer Success Manager oversees daily team operations while leading process improvement efforts, systems optimization, performance measurement, and organizational alignment initiatives that support scalable growth, operational efficiency, and long-term customer success.

ESSENTIAL JOB DUTIES:

• Team leadership and development - lead, coach, and develop Customer Success and Sales Support team members to support company goals and customer expectations.
• Customer success - oversee strategic customer onboarding initiatives for new and existing accounts, ensuring the coordination of cross-functional onboarding efforts between multiple departments.
• Sales support operations - oversee accuracy and efficiency of quotes, orders, bid packages, and customer account support while supporting team members in resolving customer, production, inventory, and operational issues.
• Process improvement and systems optimization - lead continuous improvement initiatives focused on operational efficiency, communication, scalability, and customer experience.
• Cross-functional leadership - serve as a key liaison between multiple departments while facilitating alignment and communication to ensure customer commitments and operational priorities are executed successfully.
• Reporting, metrics, and business insights - develop and maintain operational and customer performance reporting, KPIs, dashboards, and visibility tools. Analyze and present trends related to workload, customer onboarding, delivery performance, and operational execution, utilizing data to identify improvement opportunities and support strategic decision-making.