Customer Success and Support Manager

Exciting news! We're looking for a Customer Success and Support Manager to join our Customer Service Department.

Working Schedule: Monday - Friday | 8AM - 5PM | Hybrid

Salary Range

$100,000 - $120,000

Requirements

Position Summary

The Manager, Customer Success & Support is a leadership role responsible for guiding and developing a team to ensure customers realize their goals and maximum value from the company's products and services. This role oversees the post-sales customer experience, including onboarding, ongoing support, and proactive engagement.

The Manager fosters a customer-centric culture, drives customer retention, and identifies opportunities for growth and service improvement. Through cross-functional collaboration, this role ensures alignment between customer needs and organizational objectives, delivering consistent, high-quality customer outcomes.

Key Responsibilities

Customer Relationship Management

• Develop and maintain strong, long-term customer relationships, ensuring customers derive measurable value from products and services.
• Understand customer goals, challenges, and business needs, aligning solutions to support their success.

Onboarding & Customer Engagement Management

• Oversee the transition from sales to post-sales support, ensuring a seamless onboarding experience.
• Ensure customers are effectively trained and supported to maximize product adoption and utilization.

Customer Retention & Growth

• Monitor customer health and proactively identify and mitigate risks to customer retention.
• Identify opportunities for account growth, including expansion of services or solutions.
• Conduct regular customer reviews to assess satisfaction, address concerns, and strengthen long-term partnerships.

Customer Support, Feedback, and Performance Management

• Ensure customer inquiries and concerns are addressed in a timely and professional manner, escalating issues as appropriate.
• Collaborate with internal teams to resolve challenges and improve the overall customer experience.
• Oversee the tracking and analysis of customer interactions, feedback, and support trends.
• Monitor key performance indicators such as customer satisfaction (CSAT), Net Promoter Score (NPS), product adoption, and retention.
• Provide regular reporting and insights to leadership to support data-driven decision-making and continuous improvement.

Collaboration & Cross-Functional Engagement

• Partner with Sales, Product, and Support teams to align efforts and ensure customer expectations are consistently met or exceeded.
• Support revenue-generating activities by providing customer insights for renewals, expansions, and new opportunities.
• Participate in customer-facing engagements, including meetings, presentations, and events, to strengthen relationships and promote value.
• Perform other duties as assigned.

Supervisory Responsibilities

• Lead, mentor, and develop a team of Customer Success professionals, fostering a high-performance and customer-focused environment.
• Establish clear performance expectations and provide ongoing coaching and feedback.
• Conduct performance evaluations and support professional development initiatives.
• Oversee daily team operations to ensure efficiency, responsiveness, and consistent service delivery.
• Collaborate with cross-functional leaders to align team priorities with organizational goals.

Competency

Leadership & Team Management

• Ability to lead, mentor, and inspire a customer success team to meet and exceed goals.
• Strong coaching and development skills to foster a high-performance culture.

Customer-Centric Mindset

• Focus on building and maintaining positive, long-term customer relationships.
• Ability to understand customer needs and effectively align solutions to ensure success.

Communication Skills

• Excellent verbal and written communication skills, with the ability to convey complex ideas clearly.
• Active listening and empathetic communication to build trust with customers and internal teams.

Problem-Solving & Critical Thinking

• Ability to proactively identify issues and resolve them efficiently while maintaining a positive customer experience.
• Analytical skills to assess customer needs and develop strategic solutions.

Collaboration & Cross-Functional Coordination

• Ability to work collaboratively with sales, marketing, products, and support teams to drive customer success.
• Building strong relationships across departments to deliver seamless customer experience.

Data-Driven Decision Making

• Proficient in using metrics, KPIs, and customer feedback to guide decisions and measure success.
• Experience with customer success tools and CRM platforms to track performance and trends.

Conflict Resolution

• Ability to handle and resolve conflicts with customers or within the team in a professional and effective manner.
• Focus on maintaining positive relationships while addressing issues constructively.

Guiding Principles

• Upholding the company's core values and ethical standards in all customer interactions and team leadership.
• Acting with integrity, accountability, and transparency to build trust with customers and colleagues.

Qualifications

To perform this role successfully, the individual must be capable of executing the essential duties to a satisfactory level. The qualifications outlined below reflect the knowledge, skills, and abilities necessary for success in the position. Reasonable accommodation may be provided to enable individuals with disabilities to perform the essential functions of the job.

Education

• A bachelor's degree in business, marketing, or a related field is required.

Experience

• 5+ years of experience in customer success, account management, or a related customer-facing role required.
• Prior leadership or team lead experience is required.
• Experience in service-based, technical, or industrial environments is a plus.
• Proven ability to manage customer relationships and drive customer satisfaction.

Skills

• Strong communication skills with the ability to build rapport and trust with clients.
• Problem-solving abilities to address customer concerns and resolve issues.
• Excellent organizational skills and the ability to manage multiple customer accounts simultaneously.
• Strong understanding of customer success metrics and experience using CRM tools (e.g., Salesforce, HubSpot).

Knowledge

• Knowledge of project management, customer journey mapping, or customer satisfaction techniques is a plus.
• Ability to learn new software quickly and troubleshoot basic customer issues.

Language Skills

Strong ability to read, analyze, and interpret a variety of materials, including business publications, professional journals, technical documentation, and regulatory guidelines. Proficient in writing clear, concise reports, business correspondence, and procedural manuals.

Capable of effectively presenting information and addressing questions from diverse audiences, including managers, clients, customers, and production teams.

Mathematical Skills

Ability to add, subtract, multiply, and divide; knowledge of Business math.

Reasoning Ability

Demonstrates the ability to apply sound judgment and analytical thinking to effectively execute complex, multi-step processes. Skilled at navigating standardized situations while adapting to frequent changes and dynamic customer needs.

Computer Skills

Mid-level computer skills required; use of Microsoft Office (Word, Excel, PowerPoint), ERP (BOM structure), email.

Certificates, Licenses, Registrations

N/A

Physical Demands

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is regularly required to stand; walk; sit; use hands to finger, handle, or feel; reach with hands and arms and talk and hear. The employee is occasionally required to bend at waist and climb or balance. The employee is occasionally required to stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 25 pounds.

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.

While performing the duties of this Job, the employee is occasionally exposed to moving mechanical parts (while out in the shop). The noise level in the work environment is usually quiet.

TRAVEL

Up to 25% domestically and 10% internationally as needed.

Salary Description

$100,000 - $120,106