Customer Success Manager

Role Overview

The Customer Success Manager will own the entire experience after the sale, including orders, shipments, issues, renewals, and customer retention. They will be responsible for tracking every active order, identifying issues before customers feel them, and running customer business reviews.

What You Will Do

The Customer Success Manager will own the customer experience end to end, track every active order, and be the customer’s first call when something is good, bad, urgent, or confusing. They will also own customer-facing tech support, surface issues before customers feel them, and coordinate across operations, supply chain, quality, and shipping to keep every commitment.

Why It Might Be a Fit

The ideal candidate will be a proven owner of retention and expansion with a track record of hitting KPIs, skilled at building relationships across buyers, ops leaders, and engineering contacts, and fluent with AI tools, CRMs, and customer portals.

Requirements

• 3 to 5+ years in customer success, account management, or post-sale roles, ideally in metals, manufacturing, logistics, or B2B SaaS
• A proven owner of retention and expansion with a track record of hitting KPIs
• Skilled at building relationships across buyers, ops leaders, and engineering contacts
• Fluent with AI tools, CRMs, and customer portals
• Sharp with numbers, detail-oriented, and organized enough to run dozens of accounts without dropping one
• Customer-obsessed, precise under pressure, and low-ego enough to do the unglamorous work