Customer Success Manager

Gems Setra; Plainville (CT); On-site; USD 100,870 - 187,110; Full time

Job summary

Gems Setra in Plainville, CT is seeking a North America Customer Success Manager to lead the regional customer success organization and drive proactive engagement with key accounts. You will oversee tactical support teams and strategic account managers to improve satisfaction and retention.

The role emphasizes establishing service standards, cross-functional collaboration, and data-driven improvements in customer journeys, with a focus on scalability and operational excellence.

Qualifications

• 7+ years of experience in customer success, customer service leadership, commercial operations, or related B2B support functions.
• Experience leading teams, setting priorities, coaching employees, and delivering measurable operational results.
• Strong problem-solving and analytical capability with experience using KPIs to improve performance.
• Ability to influence across functions and resolve customer or operational issues in a matrixed environment.
• Familiarity with CRM, ERP, case management, or reporting systems.

Responsibilities

• Lead a unified customer success model across tactical support and strategic account teams.
• Establish clear roles, service standards, escalation paths, and engagement expectations.
• Shift the team from reactive issue resolution toward proactive customer management.
• Coach, develop, and support a high-performing Customer Success team.
• Set priorities, allocate resources, and reinforce accountability through regular performance cadence.
• Build team capability and leadership bench strength through development planning and standard work.
• Own key service metrics such as response time, resolution time, backlog health, customer satisfaction, and escalation responsiveness.
• Lead root cause problem solving and continuous improvement efforts to reduce recurring issues and improve consistency.
• Use customer feedback and data to identify trends, prioritize improvements, and strengthen the customer journey.
• Oversee proactive engagement plans for key customers to improve satisfaction, responsiveness, and retention.
• Partner with Sales and Commercial teams to align customer support with account priorities and business needs.
• Ensure strategic customer issues are identified early and addressed through strong cross-functional follow-through.
• Partner with Sales, Operations, Technical Support, Marketing, Finance, and Product teams to improve end-to-end customer outcomes.
• Drive adoption of CRM, ERP, case management, reporting, automation, and digital tools that improve customer success execution.
• Communicate customer priorities, risks, and performance trends clearly to leadership and business partners.

Skills

Leadership

Analytical thinking

Problem-solving

Cross-functional collaboration

KPI-driven performance

Education

Bachelor's degree

Tools

CRM software

ERP systems

Reporting tools

Case management systems

Salesforce

Job description

North America Customer Success Manager

Gems Setra | On-Site - Plainville, CT | Reports to: Head of Sales Operations & Marketing

The North America Customer Success Manager leads the regional customer success organization, including Customer Success Specialists responsible for day-to-day customer support and Strategic Customer Success Representatives focused on key account engagement. This role is accountable for improving daily service execution while building a more proactive customer engagement model that strengthens key account satisfaction, retention, and the overall customer experience.

Key Responsibilities

Customer Success Strategy & Operating Model

• Lead a unified customer success model across tactical support and strategic account teams.
• Establish clear roles, service standards, escalation paths, and engagement expectations.
• Shift the team from reactive issue resolution toward proactive customer management.

Team Leadership & Development

• Coach, develop, and support a high-performing Customer Success team.
• Set priorities, allocate resources, and reinforce accountability through regular performance cadence.
• Build team capability and leadership bench strength through development planning and standard work.

Operational Excellence & Customer Experience

• Own key service metrics such as response time, resolution time, backlog health, customer satisfaction, and escalation responsiveness.
• Lead root cause problem solving and continuous improvement efforts to reduce recurring issues and improve consistency.
• Use customer feedback and data to identify trends, prioritize improvements, and strengthen the customer journey.

Strategic Account Support

• Oversee proactive engagement plans for key customers to improve satisfaction, responsiveness, and retention.
• Partner with Sales and Commercial teams to align customer support with account priorities and business needs.
• Ensure strategic customer issues are identified early and addressed through strong cross-functional follow-through.

Cross-Functional Collaboration & Systems Adoption

• Partner with Sales, Operations, Technical Support, Marketing, Finance, and Product teams to improve end-to-end customer outcomes.
• Drive adoption of CRM, ERP, case management, reporting, automation, and digital tools that improve customer success execution.
• Communicate customer priorities, risks, and performance trends clearly to leadership and business partners.

Required Qualifications

• 7+ years of experience in customer success, customer service leadership, commercial operations, or related B2B support functions.
• Experience leading teams, setting priorities, coaching employees, and delivering measurable operational results.
• Strong problem-solving and analytical capability with experience using KPIs to improve performance.
• Ability to influence across functions and resolve customer or operational issues in a matrixed environment.
• Familiarity with CRM, ERP, case management, or reporting systems.

Preferred Qualifications

• Bachelor's degree in related field
• Experience leading both high-volume service teams and strategic customer-facing support roles.
• Experience in industrial, manufacturing, technical products, or complex B2B environments.
• Working knowledge of continuous improvement, daily management, root cause problem solving, or lean operating practices.
• Salesforce & Oracle (JDE) experience preferred.

Why This Role Matters

This role is critical to elevating North America Customer Success from a reactive support function to a disciplined, proactive operating model that improves customer satisfaction, strengthens key account relationships, and scales with future business needs.

Bonus or Equity

This position is also eligible for bonus as part of the total compensation package.

Pay Range

The salary range for this position (in local currency) is 100870.00-187110.00

We Are an Equal Opportunity Employer. Ralliant Corporation and all Ralliant Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Ralliant and all Ralliant Companies are also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment application process, please contact us at [e-mail].