Customer Success Manager

Distributor Wire & Cable; Aurora (IL); On-site; USD 75,000 - 92,000; Full time

Job summary

Join a fast-growing and innovative firm as a Customer Success Manager, where you will play a pivotal role in enhancing customer experiences and driving satisfaction. You'll collaborate closely with sales and marketing teams to ensure alignment and maximize value for clients. This dynamic position involves leading onboarding processes, gathering customer feedback, and developing strategies for customer growth. If you're passionate about building relationships and creating exceptional experiences, this opportunity is perfect for you.

Benefits

Voluntary life insurance

Short- and long-term disability

401k

Excellent time off options

Supportive company culture

Qualifications

• 3-5 years in customer success or account management roles.
• Experience with CRM tools and customer engagement strategies.

Responsibilities

• Build and maintain relationships with key distributor accounts.
• Lead onboarding and implement customer feedback systems.
• Collaborate with marketing and sales for customer engagement.

Skills

Customer Relationship Management

Communication Skills

Data Analysis

Problem Solving

Customer Engagement

Education

Bachelor's Degree

Tools

HubSpot

Salesforce

Job description

Are you looking for a fast growing, innovative, and data driven company? You've come to the right place! We're looking for a Customer Success Manager to join our marketing team, dedicated to cultivating long-term client relationships and driving satisfaction beyond the point of purchase. This role is centered on creating meaningful customer experiences by leading event strategy and execution, while working hand-in-hand with the sales team to ensure alignment and maximize customer value. In addition to championing the voice of the customer, the Customer Success Manager also plays a role in marketing to and supporting internal customers—our employees—by fostering engagement, sharing insights, and ensuring alignment across teams to drive both employee and client success.

What you will be doing:

• Building Relationships: Own strategy around customer relationships by collaborating with Sales Managers to drive customer engagement and satisfaction. Support key distributor accounts through onboarding, customer experience programs, and retention initiatives, strengthening long-term customer loyalty.
• Onboarding and Implementation: Lead onboarding for new customers, ensuring they understand DWC’s tools (FastQuote, digital catalogs, etc.) and value-added services.
• Gathering Feedback and Addressing Customer Needs: Design and implement feedback systems, turning customer insights into strategic actions that strengthen relationships and retention. Maintain regular check-ins with customers to gather insights and provide solutions that improve satisfaction.
• Collaboration and Communication: Work closely with marketing to create educational materials, how-to content, and customer engagement campaigns. Collaborate with sales teams and others to ensure a cohesive and customer-centric approach.
• Customer Growth Strategy: Identify opportunities for upselling, cross-selling, or re-engaging inactive accounts in collaboration with the sales team.
• Measuring success and Tracking Progress: Build and maintain a scalable, CRM-driven customer health scoring model to ensure visibility into distributor activities, support proactive account growth, establish retention baselines, and track key performance indicators to drive and report measurable gains in loyalty and engagement.
• Perform other duties as assigned

Requirements:

• 3-5 years of experience in a customer success, account management, or B2B customer support role.
• Experience using CRM tools (HubSpot, Salesforce, or similar) to manage customer data and outreach.
• Experience in distribution, electrical, or industrial industry is preferred.
• Familiarity with email marketing, onboarding journeys, or customer training is preferred.
• Strong communication and relationship-building skills—you enjoy working with people and solving problems.
• Comfortable interpreting data and turning it into actionable insights.
• A proactive, solution-oriented mindset with the ability to work independently and collaboratively.

Physical Requirements:

• Must be willing to travel up to 20% annually
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to occasionally lift, push or pull 25 pounds, occasional bending and reaching
• Must be able to pass a background check and drug screen

Salary Range: $75,000 - $92,000

Some reasons you want to work at DWC

• Voluntary life, short- and long-term disability
• 401k
• Excellent time off options
• Caring family
• The work that you do matters

Distributor Wire & Cable is an equal opportunity employer

Do your salary requirements match the posted salary range?*

How do you define exceptional experience?*

Are you currently authorized to work in the United States without requiring employer sponsorship? **

Are you able to travel up to 20% annually?*