Senior Customer Success Manager

Role Overview

• 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.

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.

Benefits

• Health Insurance: Traditional OR High Deductible plan
• Flexible Spending Accounts
• Health Savings Account (including employer contributions)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid caregiver leave
• You will receive at least 3 weeks of PTO + Holiday Pay + Wellness Hours + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program at a 15% discounted rate
• Matching grants through Protolabs foundation
• And More!