Customer Experience Success Manager

The Customer Experience Success Manager leads continuous improvement of the end-to-end customer experience journey across the customer lifecycle. This role identifies friction points uses customer and business insights to drive meaningful improvements and partners cross-functionally to create a more seamless and proactive customer experience.  The role also leads the Customer Experience team building capability accountability and service excellence while ensuring daily execution supports broader customer experience goals. Success in this role requires a balance of customer journey thinking problem solving people leadership and operational discipline.

The ideal candidate for a Customer Experience Success Manager would be able to do the following:

Customer Experience Success Leadership

• Own and improve the end-to-end customer journey by identifying friction points service gaps and opportunities to create a more seamless and proactive customer experience.
• Use customer feedback recurring issues service trends and business insights to identify root causes and lead sustainable improvements that reduce repeat customer pain points.
• Partner closely with Sales Operations Shipping Planning and other cross-functional teams to ensure customer needs are reflected in decisions processes and priorities.
• Lead initiatives that improve responsiveness simplify the customer experience and strengthen long-term customer loyalty and trust.
• Establish track and communicate meaningful customer experience metrics to measure service quality responsiveness friction points and improvement opportunities across the customer lifecycle.
• Help shape the future customer journey by recommending improvements to tools workflows communication touchpoints and team capabilities.

Team Leadership & Capability Building

• Lead coach and develop the Customer Experience team to deliver a high-quality customer-centered experience aligned with company values.
• Foster a culture of accountability collaboration problem solving and continuous improvement.
• Partner with Human Resources on staffing onboarding training and development initiatives that strengthen team performance and engagement.

Operational Excellence

• Oversee consistent accurate execution across customer support and order management processes.
• Maintain strong data integrity and process discipline to support a reliable customer experience.
• Act as an escalation point for complex customer issues and drive root-cause resolution.
• Track key performance metric trends and communicate insights risks and improvement opportunities.

Qualifications :

For a candidate to be successful as a Customer Experience Success Manager they must have:

• Bachelors or 5 years of customer service-related experience in B2B; preferred manufacturing.
• Experience improving customer journeys reducing friction and translating customer needs into action.
• Strong cross-functional leadership team development and analytical problem-solving skills.
• Operational fluency in Order to Cash processes ERP systems (e.g. Oracle SAP) and data accuracy.

Additional Information :

For more information about our benefits job duties and company values go to

Work :

No

Employment Type :

Full-time