Manager, Customer Success

About the role

Reporting to the Chief Commercial Officer, the Manager, Customer Success – North America will build and lead a proactive customer success organization that makes it easy for customers to get answers, resolve issues quickly, and do business with HPS. This role will drive the evolution of customer service from a reactive support model to a customer-centric operation focused on accountability, service excellence, continuous improvement, and long-term customer loyalty. The successful candidate will bring strong leadership, operational expertise, and a passion for creating seamless customer experiences while partnering closely with Sales, Engineering, Operations, Marketing, and other key stakeholders across the organization.

Responsibilities

• Design, implement, and continuously improve a scalable North American Customer Success operating model.
• Establish clear ownership, service standards, escalation paths, routing processes, and service levels.
• Lead the transition from reactive customer support to proactive customer advocacy and issue resolution.
• Drive initiatives that improve customer satisfaction, retention, and business performance.
• Analyze customer, service, and operational data to identify trends, bottlenecks, and improvement opportunities.
• Develop and maintain standard operating procedures, performance metrics, and governance routines.
• Partner with Sales, Quoting, Engineering, Operations, and Marketing to improve the end-to-end customer journey.
• Lead the resolution of complex customer issues and service recovery situations