CUSTOMER SUCCESS TEAM MANAGER

Essential Functions

• Responsible for demonstrating commitment to and leadership of environmental health and safety principles, policies and procedures.
• Build, develop, and coach a high-performing Customer Success team responsible for a portfolio of commercial clients.
• Participate in the development and implementation of customer success metrics that will drive business decisions.
• Represent the voice of the customer in all Daniel Defense business practices.
• Engage with and guide other departments in implementing strategies that bring value to our customers.
• Lead the customer success, customer service, and warranty teams.
• Establish a strong team culture focused on continuous learning, collaboration, and excellence.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Partner with assigned customers to understand their unique needs and business goals.
• Develop and implement customer success plans that drive adoption, usage, and value realization.
• Proactively identify and address customer challenges and roadblocks.
• Measure and track key customer success metrics, including Net Promoter Score (NPS) and churn rate.
• Analyze customer data and feedback to identify opportunities for improvement in the customer journey.
• Develop and implement customer success best practices, processes, and methodologies.
• Collaborate with cross-functional teams (Sales, Product, Marketing) to ensure a seamless customer experience.
• Participate in the development and execution of the overall customer success strategy.
• Maintain clear and consistent communication with customers, internal stakeholders, and executive leadership.
• Present customer success insights and recommendations to various audiences.
• Foster a collaborative environment with other departments to ensure customer success.

Knowledge, Skills, And Abilities

• Bachelor’s Degree in Business or related field with 4-7 years of prior experience in a Customer Success leadership role, or a combination of related experience, education and/or training to sufficiently and successfully perform the essential functions of the job.
• Proven track record of building and leading high-performing teams.
• Deep understanding of customer success principles and methodologies.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Experience working with commercial sales accounts a plus.
• Demonstrated ability to work in accordance with our Company Values.

Physical Requirements

• Must be able to lift and carry awkward items weighing up to 50 pounds.
• Requires intermittent standing, walking, sitting and bending throughout the workday.
• Must be able to work in a manufacturing environment, to include working in and around machinery, exposure to noise and chemicals, lights/lasers, etc.
• Must be able to wear appropriate Personal Protection Equipment as required by your position and/or Company policy.