Customer Success Manager

Textron Inc.; Augusta (GA); On-site; USD 70,000 - 100,000; Full time

Job summary

Textron Specialized Vehicles Inc. is seeking a Customer Success Manager to be the primary contact for escalated technical issues and to ensure end-user satisfaction across our golf cars, turf-care, and specialty equipment lines.

You will perform onsite troubleshooting, provide hands-on software support, and coordinate with product development, field service, and dealers. Travel to customer sites will be required to support installations and follow-up.

Qualifications

• Bachelor's degree in Engineering, CS, IT, Business, or related field.
• 3 years in customer support or technical roles.
• Strong communication and problem-solving skills.
• Ability to travel to customer sites.

Responsibilities

• Serve as primary contact for escalated technical issues with end-user customers.
• Perform onsite troubleshooting to restore operations.
• Provide hands-on software support, including configuration and updates.
• Coordinate with engineering, field service and dealers for issue resolution.
• Document issues and actions in support systems.
• Test and provide field feedback on software releases and product enhancements.
• Train customers and dealers on software functionality and best practices.
• Analyze trends to recommend product and process improvements.
• Travel to customer sites as needed for installations and follow-ups.

Skills

Customer support

Troubleshooting

Cross-functional collaboration

Documentation

Remote support

Education

Bachelor's degree

Tools

Microsoft Office

CRM / ticketing systems

Diagnostic tools

Software configuration tools

Remote support platforms

Proprietary product software

Job description

Customer Success Manager

Description

Textron Specialized Vehicles Inc. is a leading global manufacturer of golf cars, utility and personal transportation vehicles, professional turf-care equipment, and ground support equipment. Textron Specialized Vehicles markets products under several different brands. Its vehicles are found in environments ranging from golf courses to factories, airports to planned communities, and theme parks to hunting preserves.

Responsibilities

• Serve as the primary customer care contact for escalated technical issues, providing timely, professional, and solutions-focused support to end-user customers.
• Perform onsite troubleshooting of vehicle, equipment, software, connectivity, and system integration concerns to identify root cause and restore customer operations.
• Provide hands-on software support, including system configuration, diagnostic testing, issue replication, user guidance, and coordination of software updates or corrective actions.
• Act as a liaison between product support, product development, engineering, field service, dealers, and end-user customers to communicate technical issues, customer needs, and resolution status.
• Document customer issues, troubleshooting steps, field observations, software behavior, corrective actions, and recommended product improvements in appropriate support systems.
• Partner with engineering and product development teams to test, validate, and provide field feedback on software releases, product enhancements, and service solutions.
• Train and support customers, dealers, and internal teams on software functionality, diagnostic processes, troubleshooting procedures, and best practices for product operation.
• Analyze recurring customer concerns and field trends to recommend improvements to product design, software performance, service procedures, and customer support processes.
• Travel to customer sites as needed to support installations, issue resolution, product evaluations, field investigations, and post-resolution follow-up.

Qualifications

• Education: Bachelor's degree in Engineering, Computer Science, Information Technology, Business, or a related field required; an equivalent combination of technical education and relevant experience may be considered in lieu of degree.
• Years of Experience: 3 years of experience in customer support, field service, technical troubleshooting, software support, or a related technical customer-facing role.
• Software Knowledge: Proficiency with Microsoft Office applications, customer relationship management or ticketing systems, diagnostic tools, software configuration tools, remote support platforms, and the ability to learn proprietary product software and connected-vehicle or equipment systems.
• Additional Requirements: Strong customer communication, problem-solving, documentation, and cross-functional collaboration skills required. Must be able to troubleshoot complex technical issues in the field, translate customer feedback into actionable technical information, manage multiple priorities, and travel to customer locations as business needs require.

AI Readiness

Textron expects employees to use AI-enabled tools responsibly and effectively. Candidates should be comfortable learning and applying these tools, evaluating AI-generated output with sound judgment, and using AI in line with company policy and ethical standards. Prior experience with specific tools is not required — we value curiosity, adaptability, and good judgment.

EEO Statement

Textron is committed to providing Equal Opportunity in Employment, to all applicants and employees regardless of race, color, religion, age, national origin, military status, veteran status, disability, sex (including pregnancy and sexual orientation), genetic information or any other characteristic protected by law.

Recruiting Company: Textron Specialized Vehicles
Primary Location: US-Georgia-Augusta
Job Function: Product Support
Schedule: Full-time
Job Level: Individual Contributor
Job Type: Standard
Shift: First Shift
Travel: Yes, 25 % of the Time
Job Posting: 10/20/2026, 11:25:43 AM
Job Number: 344936