Customer Success Manager

The Richmond Group USA; Buffalo (NY); On-site; USD 90,000 - 135,000; Full time

Job summary

The Richmond Group USA is partnering with a leading manufacturing organization to recruit a Customer Operations Manager who will oversee customer care, order management, and operational support teams, ensuring an outstanding end-to-end customer experience across multiple channels.

This leadership role requires a people-first approach, strong cross-functional collaboration with Sales, Operations, and Engineering, and a track record of building high-performing teams while driving continuous

Qualifications

• 5+ years of leadership experience managing customer care, customer service, order management, or similar teams in manufacturing.
• Experience using metrics to drive improvements in customer care and order processing.
• Proven ability to develop teams and partner cross-functionally with Sales, Operations, and Engineering.

Responsibilities

• Lead customer care, order management, and fulfillment coordination teams.
• Oversee end-to-end customer experience and cross-functional collaboration.
• Drive continuous improvement through process optimization, automation, and AI-enabled solutions.
• Coach and develop high-performing teams and foster accountability and collaboration.

Skills

Leadership

Cross-functional collaboration

Operational excellence

Education

Bachelor's Degree

Job description

Customer Operations Manager

Customer Success Manager | Manufacturing Leadership | Customer Experience

The TRG Growth Practice is partnering with a leading manufacturer of engineered building products to identify a Customer Operations Manager to lead customer care and operational support within a growing manufacturing organization. This is a high‑impact leadership role overseeing customer care, order management, and operational support teams responsible for the end-to-end customer experience. You'll lead multiple customer‑facing teams supporting technical product inquiries, application support, order management, change orders, fulfillment execution, and issue resolution while ensuring customers receive timely, accurate, and consistent service.

Partnering closely with Sales, Operations, Supply Chain, Engineering, and regional leadership, you'll lead standing up a new team within the department, drive continuous improvement through process optimization, automation, and AI‑enabled solutions. Just as importantly, you'll coach and develop high‑performing teams while fostering a culture built around accountability, collaboration, and customer focus.

This is an excellent opportunity for a people‑first leader who enjoys solving operational challenges, improving the customer experience, and influencing the future of a growing organization.

What We Are Looking For:

• Bachelor's Degree required
• 5+ years of leadership experience managing customer care, customer service, order management, sales operations, or customer support teams within a manufacturing environment
• Demonstrated success leading high-volume order management, change orders, backlog management, and fulfillment coordination
• Proven ability to develop high-performing teams and partner cross-functionally with Sales, Operations, Supply Chain, and Engineering
• Experience using customer-facing KPIs, continuous improvement, automation, or AI to improve operational performance and the customer experience

All applicants must be authorized to work in the U.S. All qualified applicants will receive consideration for employment without regard to the individual's race, color, sex, national origin,