Manager, Customer Success

About Hammond Power Solutions

Role overview

Key responsibilities

• Design, implement, and improve a scalable North American Customer Success operating model.
• Establish service ownership, standards, escalation paths, routing processes, and service levels.
• Shift from reactive support to proactive customer advocacy and issue resolution.
• Improve customer satisfaction, retention, and business performance.
• Analyze customer, service, and operational data to identify trends, bottlenecks, and opportunities.
• Develop SOPs, performance metrics, and governance routines.
• Partner across Sales, Quoting, Engineering, Operations, and Marketing to improve the customer journey.
• Lead complex customer issue resolution and service recovery; balance customer needs, business priorities, profitability, and long-term relationships.
• Advise on customer experience strategy and execution.
• Support customer success tools, CRM, reporting platforms, knowledge management systems, and AI-enabled capabilities.
• Lead, coach, and develop the North American Customer Success team; manage performance, succession, talent development, and workforce planning.

Knowledge and skills

• Customer Success strategy and operating model design; customer experience and service recovery management.
• Data analytics, performance management, process improvement, and operational excellence.
• Cross-functional leadership, change management, and organizational transformation.
• CRM and customer technology platforms; knowledge management and AI-enabled service solutions.
• Manufacturing, industrial, engineered products, electrical, or technical solutions experience is strongly preferred.
• Familiarity with ISO 9001, ISO 14000, Lean principles, and continuous improvement methodologies.
• Ability to travel throughout North America as required.

Qualifications

• Bachelor's degree in Business Administration, Operations Management, Engineering, Supply Chain, Customer Experience, or a related field.
• Minimum 10 years of progressive leadership experience in Customer Success, Customer Experience, Customer Operations, Customer Service, or a related function.
• Experience leading customer-facing teams in a complex B2B manufacturing environment.
• Proven success leading service transformation that improved customer experience and operational performance.
• Experience managing customer interactions involving orders, quotations, technical inquiries, and cross-functional coordination.
• Demonstrated success leading and developing high-performing teams.

Compensation

• Base salary range is $112,400–$140,000; final offers depend on experience, qualifications, and role complexity.
• The position is eligible for performance-based incentives.

Benefits

• Benefits include equitable pay practices, variable pay programs, an Employee Stock Ownership Program, wellness and mental health support, flexible work schedules, paid time off, leaves, and an Employee and Family Assistance Program.