North America Customer Success Leader

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

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.