Head of Field Service & Customer Success

Jorgensen Conveyors, Inc.; Mequon (WI); On-site; USD 110,000 - 150,000; Full time

Job summary

Jorgensen Conveyors, Inc. is expanding its customer service team and seeking an experienced Field Service Operations Manager to lead and scale a new Lifecycle Support and Customer Success organization in Mequon, WI.

You will design the team structure, create scalable processes, and drive proactive support to enhance customer journeys. You will partner with sales, engineering, and operations to optimize performance metrics, reduce churn, and deliver long-term value through data-driven strategies

Qualifications

• Minimum 5 years of experience leading customer success teams or equivalent.
• Bachelor’s degree preferred; technical degree or CS certifications are a plus, hands‑on experience valued.
• Exceptional communication with C-level executives and stakeholders; strong negotiation skills.

Responsibilities

• Build and lead the Customer Success Organization with scalable processes and roles.
• Define the service and support portfolio including break-fix, parts, installs, and contract services.
• Set pricing, margins, and service policies; develop proactive customer support strategies.
• Drive customer success outcomes through high-level engagement and guidance on best practices.
• Develop data-driven customer journey models; ensure data accuracy and cross-functional alignment.
• Define KPIs and health scores for accounts, team performance, and business impact.
• Lead efforts to increase product adoption, reduce churn, and grow customer value.
• Foster cross-functional collaboration with sales and marketing on upsell/cross-sell strategies.
• Create performance-based compensation plans and align teams with business goals.
• Build relationships across the organization to support customer success initiatives.

Skills

Leadership

Customer success

Strategic planning

Data analysis

Cross-functional collab

Education

Bachelor's degree preferred

Job description

Jorgensen Conveyors, Inc. is expanding its customer service team and seeking an experienced Field Service Operations Manager to lead and scale a new Lifecycle Support and Customer Success organization in Mequon, WI.

You will design the team structure, create scalable processes, and drive proactive support to enhance customer journeys. You will partner with sales, engineering, and operations to optimize performance metrics, reduce churn, and deliver long-term value through data-driven strategies