Customer Success Team Manager

Great customer experiences dont happen by accident - theyre built through leadership energy and accountability.

At Plastic Printers weve spent nearly 30 years helping businesses around the world stand out with custom products that wow. But what truly sets us apart is how we serve our customers - and the team behind that experience.

Were looking for a Customer Success Manager to lead our Customer Success Team - driving performance developing talent and ensuring every customer journey is seamless from first conversation to final delivery.

This role sits at the center of it all - people process and performance. Youll lead the team elevate the experience and help drive both customer success and company growth.

What Youll Do

Lead Develop & Energize the Team

• Coach and support Impressions Specialists and Client Engagement Team members
• Ensure the team is trained confident and continuously developing new skills
• Create an engaging high-energy environment (friendly competition growth and team wins)
• Reinforce accountability to performance expectations and measurable outcomes
• Support hiring efforts to build a strong collaborative high-performing team

Own Performance & Customer Experience

• Drive key success metrics including:
• Customer interactions and responsiveness
• Jobs initiated and follow-through
• Projects in progress and completed
• Orders shipped and customer satisfaction
• Ensure a smooth consistent experience across every stage of the customer journey
• Balance customer satisfaction with operational efficiency and profitability
• Support revenue targets through strong execution and customer retention

Manage Complex & High-Impact Work

• Oversee large complex or high-visibility customer projects
• Ensure timelines are met and expectations are aligned across teams
• Act as a key decision-maker in time-sensitive or high-priority situations
• Partner with Customer Satisfaction to resolve escalations quickly and effectively

Collaborate Across the Business

Work closely with:

• Graphic Design
• Production
• QC / Fulfillment
• Partnerships Team
• Leadership Team
• Act as a liaison to support new business opportunities and partnerships
• Align internal teams to deliver on customer expectations and brand standards

Improve Systems Processes & Flow

• Identify opportunities to improve workflows communication and efficiency - elevate these when needed
• Help implement better systems and processes to support team success
• Ensure consistency and clarity across how work is executed

Youll Thrive in This Role If You

• Love leading people and building strong motivated teams
• Hold high standards and drive accountability
• Are energized by fast-paced ever-changing environments
• Think in terms of both people and process
• Communicate clearly confidently and professionally
• Stay calm focused and solution-oriented under pressure
• Enjoy making work more efficient effective and even fun

Systems Youll Work With

• HubSpot
• Internal CRM
• Airtable
• Company Form Systems
• Slack
• Other operational tools

(Experience is helpful but we provide training.)

What Youll Need

• Leadership or team management experience
• Strong customer service or client-facing background
• Ability to manage multiple priorities and deadlines
• Excellent communication and problem-solving skills
• Experience in customer success account management operations or project management

What We Offer

• Paid Training
• Medical Dental Vision & Life Insurance
• Short-Term Disability Insurance
• 401(k) with up to 4% company match
• Health Savings Account (HSA)
• Paid Time Off Holiday Pay
• Employee Assistance Program

Plus a fun energetic culture with team events celebrations wellness initiatives and real opportunities to grow.

Ready to Lead the Experience

If youre passionate about leading teams driving performance and creating exceptional customer experiences - wed love to meet you.

Apply today and help us elevate the Plastic Printers customer journey.

Required Experience:

Manager