Customer Success Manager

What you’ll do

• Manage and maintain relationships with PMT’s top customer accounts
• Serve as the primary escalation point for customer concerns and complex account issues
• Act as the lead support resource and subject matter expert for the CSR team
• Assist in mentoring, coaching, and developing Customer Service Representatives
• Help standardize customer communication processes and service expectations
• Partner cross-functionally with Sales, Engineering, Quality, Planning, Shipping, and Production teams
• Lead customer communication regarding schedules, launches, production updates, quality concerns, and delivery expectations
• Monitor customer trends, scorecards, KPIs, forecasts, and service performance
• Support new product launches and customer onboarding activities
• Drive proactive communication and problem resolution to improve customer satisfaction
• Aid leadership with account strategy, customer retention, and service improvement initiatives
• Help identify operational gaps and process improvement opportunities impacting customers
• Support business reviews, customer meetings, audits, and plant visits as needed
• Maintain accurate ERP and customer system data
• Perform other duties as assigned

What we’re looking for

• 7–10 years of experience in Customer Service, Customer Success, Account Management, or Manufacturing Support
• Prior experience supporting strategic or high-level customer accounts required
• Manufacturing, plastics, automotive, industrial, or production experience strongly preferred
• Demonstrated leadership ability with experience mentoring, coaching, or guiding team members
• Strong communication, relationship management, and conflict resolution skills
• Ability to manage multiple priorities in a fast-paced manufacturing environment
• Strong organizational, analytical, and problem-solving abilities
• Experience working with ERP systems and Microsoft Office Suite required
• Experience with IQMS/DELMIAWorks preferred but not required
• Ability to communicate professionally with customers, suppliers, and executive leadership