Customer Success Manager
About the role
When a customer calls Hydrolec, they should never have to wonder who owns their experience. This role is the answer to that question — every time, for every account. Hydrolec has been building precision-engineered hydraulic power units since 1985. Our customers don't think of us as a vendor. They think of us as part of their team. That trust was built over four decades by people who took every order and every problem personally. We are building the infrastructure to scale that trust to 2–3x our current account base without letting any of it slip. The Customer Success Manager is the person who makes sure it doesn't. This is not a sales role. It is the role that makes every other customer-facing function work — by owning the day-to-day experience so completely that the customer never has to think about logistics, status, or follow-up.
Responsibilities
- The daily customer experience — portal monitoring, order tracking, proactive ship-date communication, same-day response
- Order lifecycle management — from placement to shipment, every stakeholder knows where things stand
- Standard-tier quoting and logistics — making it easy for standard accounts to do business with Hydrolec
- Portal accuracy and integrity — order history, pricing, status flags kept current and correct
- Internal coordination — connective tissue between the customer and Production, Engineering, and leadership
Qualifications
- 2–4 years in customer success, account coordination, or order management in B2B or manufacturing
- Demonstrated ability to manage 30+ accounts without letting anything slip
- Proficient in ERP systems, CRM tools, or customer portal platforms
- Exceptional communication across a wide range of audiences
- Genuine comfort in a physical, industrial environment
Skills
- Ownership instinct — every customer question is your personal responsibility
- Proactive communication — you tell the customer before they have to ask
- Precision and follow-through — nothing slips, accuracy doesn't degrade under volume
- Calm under pressure — you get more focused, not more reactive
- Genuine curiosity about the customer's business — understanding, not just processing
- Range across personalities — trusted by production veterans and customer executives alike
- Empathy without permissiveness — you hold both the customer and the internal team to a high standard
Benefits
- Health, dental & vision
- 401(k) match
- Maternity & paternity leave
- Accident insurance & life insurance
- Daily employee lunch
- On-site fitness room
Pay
$75K–$95K
Schedule
On-site | Full-time