Customer Success Manager

Kaizen Lab Inc.; Fort Macleod; On-site; CAD 70,000 - 100,000; Full time

Job summary

Forma Steel in Fort Macleod, AB, is seeking a Customer Success Manager to lead a team and drive best-in-class customer experiences in steel roofing and cladding.

You will oversee quoting, takeoffs, pricing accuracy, and collaborate with Sales, Production, Logistics; willing to work non-traditional hours and travel to customer sites.

Qualifications

• 3+ years of leadership in customer success or account management.
• 3+ years of leadership in customer success or account management.
• Experience in steel/building products or construction preferred.
• Strong communication and organizational skills.

Responsibilities

• Lead and develop a team of CS reps, estimators, and support staff.
• Oversee the customer journey from inquiry to post-sale support.
• Ensure accuracy of takeoffs, material estimates and pricing before quotes.
• Refine workflows and response times, quotes, and issue resolution.
• Act as escalation point for high-value accounts.
• Coordinate with Sales, Production, Logistics on estimates and capacity.
• Monitor KPIs and report trends to leadership.

Skills

Leadership

CRM management

Communication

Time management

Problem solving

Tools

HubSpot

CAD Estimating

Excel

Job description

Forma Steel specializes in manufacturing high-quality steel roofing,siding, trim, and custom panels in a wide range of gauges, colors, andfinishes. We manufacture our product in Fort Macleod, AB, approximately 25minutes West of Lethbridge.

We are currently looking to fill thefollowing position in our Fort Macleod Facility

Customer Success Manager

Scope

This role drives the customer experienceand ensures customer retention and satisfaction is top of mind. It keeps theteam accountable, coaches for accuracy and speed, and builds processes thatscale with the business. This is a hands-on leadership role that blends peoplemanagement, process improvement, and direct customer relationship building.

At Forma Steel, ourCore Values are at the heart of everything we do. To be successful in thisrole, the ideal Candidate will:

• Be Passionate,Positive & Productive
• Be Respectful,Helpful & Caring
• Be Responsible& Reliable
• BeSolution-Focused
• Do The RightThing

Key Responsibilities

• Lead,coach, and develop a team of Customer Success Representatives, Estimators, andSupport team members, setting clear expectations and performance goals
• Overseethe customer journey — from initial inquiry and quoting through orderfulfillment and post-sale support
• Review andensure accuracy of steel cladding takeoffs, material estimates, and pricingbefore quotes go to customers
• Build andrefine workflows and department procedures for response times, quoteturnaround, and issue resolution
• Act as anescalation point for complex or high-value accounts and resolve customerconcerns quickly and professionally
• Partnerwith Sales, Production, and Logistics to ensure estimates align with capacity,lead times, and material availability
• Track teamKPIs (quote turnaround time, win rate, customer satisfaction, order accuracy)and report on trends to leadership
• Identifytraining gaps and implement onboarding/ongoing training for estimatingsoftware, product knowledge, and customer communication
• Support hiring, onboarding, and performance reviews for the customer success team

Key Requirements

• 3+ yearsof experience in a customer success, estimating, or account managementleadership role, ideally in steel, metal building products, cladding, roofing,or a related construction/manufacturing industry
• Workingknowledge of steel cladding products, takeoffs, and estimating processes (orstrong aptitude to learn quickly)
• Provenexperience managing or supervising a team, with a track record of coachingpeople to hit performance targets
• Excellentcommunication skills — comfortable talking with contractors, architects, andinternal stakeholders alike
• Exceptionaltime management and organizational skills, with a proven track record ofmanaging multiple projects, people and deadlines at once
• Proficiencywith CRM and CAD based estimating software (e.g. Hubspot) Excel skills a plus
• Problem-solverwho stays calm under pressure and can de-escalate tense customer situations

Ability to work non traditional hours basedon surge customer need and occasional travel to customer sites may be required.