Customer Success Partner

About the role

This role has a five day/week on-site expectation through training. After training it is a fixed hybrid role (Tues-Thurs in office in Maple Plain, MN; Mon, Fri remote). The Customer Success Partner is at the heart of the Protolabs customer experience, ensuring every interaction is effortless, informed, and value-driven. This role supports customers and internal stakeholders by delivering timely, high-quality service through phone and email while proactively completing operational tasks that keep our teams aligned and our processes running smoothly. Customer Success Partners are empowered problem-solvers who help customers move from idea to production with confidence.

Schedule: Monday-Friday, 9:30am-5:30pm

Responsibilities

• Ensure a seamless customer experience by reviewing and validating customer purchase orders for accuracy and completeness
• Enter and manage customer orders while developing a strong understanding of order workflows, systems, and downstream impacts
• Reconcile and verify customer payments, proactively resolving discrepancies to keep orders moving forward
• Act as a central liaison across departments, ensuring customer needs, questions, and issues are clearly communicated and escalated when needed
• Maintain accurate and up-to-date customer records in collaboration with the Customer Service Coordinator to support data integrity and reporting
• Manage incoming customer inquiries, assessing urgency and routing requests efficiently to the appropriate internal teams
• Deliver responsive, professional support via phone and email, partnering with customers to answer questions and resolve concerns effectively
• Contribute to team performance by supporting and tracking key service metrics
• Take on additional responsibilities as needed to support team initiatives and continuous improvement efforts

Requirements

• High school diploma or equivalent; additional education or training is a plus
• 1–2 years of customer service, client support, or related experience, with a passion for helping customers succeed
• Strong attention to detail and pride in delivering accurate, high-quality work
• Customer-focused mindset with a genuine interest in building positive, professional relationships
• Sound judgment and decision-making skills, with the ability to navigate situations thoughtfully and confidently
• Clear, open communication style with a commitment to transparency and teamwork
• Comfortable using Microsoft Office tools and learning new technologies quickly
• Professional, friendly phone presence with the ability to speak clearly and confidently with customers
• Ability to multitask effectively in a fast-paced environment while maintaining a high level of accuracy
• Comfortable adapting to new systems, processes, and programs as the business grows
• Strong problem-solving skills, with the ability to troubleshoot issues and think creatively to reach solutions
• Resourceful and collaborative—knowing how to leverage tools, documentation, and teammates to resolve customer needs
• Proficient in computer usage with accurate typing skills (40+ wpm) to support efficient customer interactions

Qualifications

• College degree
• Customer Service experience in a manufacturing environment
• Experience working in a fast-paced, dynamic environment
• Experience working in a team-centric, pool concept environment

Pay

$18.41 - $24.57 an hour

Benefits

• Competitive salary and annual bonus opportunity
• Health Insurance: Traditional OR High Deductible plan
• Flexible Spending Accounts
• Health Savings Account (including employer contributions)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid caregiver leave
• 3 weeks of PTO + Wellness Hours + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vesting
• Employee Stock Purchase Program at a 15% discounted rate
• Matching grants through Protolabs foundation