Senior Manager / Director of Customer Success

Mantle; San Francisco (CA); On-site; USD 120,000 - 150,000; Full time

Benefits offered by this job

Complete benefits

Competitive compensation

Job summary

A disruptive technology company in San Francisco is seeking a Senior Manager / Director of Customer Success to lead its Customer Success and Field Service organization. You will build and manage a team, oversee budgets, and maintain relationships with major accounts across various industries. With at least 3 years of relevant experience and strong communication skills, you will implement data-driven strategies to enhance customer satisfaction. This full-time role offers competitive compensation and benefits.

Qualifications

• Minimum 3 years experience as Customer Success Manager.
• Proven performance in project management and small team leadership.
• Strong communication skills and ability to engage with customer executives.

Responsibilities

• Build and manage the Customer Success team for scalability.
• Manage budgets and service packages for customer success.
• Oversee delivery, installation, and onboarding at customer locations.
• Manage ongoing operations of technology at current customer sites.
• Implement data-led strategies to drive value for customer relationships.
• Create a data-led model of the customer journey for critical metrics.
• Increase product adoption and retention among diverse customers.
• Collaborate across departments to deliver top tier product and service.

Skills

Customer Success Management

Project Management

Team Leadership

Business Development

Communication Skills

Job description

Senior Manager / Director of Customer Success

Mantle is a disruptive technology company that is helping manufacturers bring millions of new products to life faster, cheaper, and more easily than ever before with its patented TrueShape™ metal 3D printing technology. By combining hardware, software, and materials, Mantle is creating a new category of metal additive manufacturing that is being rapidly adopted by major global OEMs, molders, and toolmakers. Mantle’s employees thrive in an environment where multiple fields of study come together to solve challenging and important problems. You will be joining a diverse, cross‑functional team that is revolutionizing the $45 billion tooling market with the most advanced precision metal 3D printing technology on the planet.

Your Role:

As a Senior Manager / Director of Customer Success, you will be a critical leader, integral in building and directing the day‑to‑day operations of Mantle’s Customer Success and Field Service organization from the ground up. You will not only become an expert in Mantle’s technology but will also set up efficient, scalable processes and infrastructure to service and support Mantle’s growing fleet of industrial 3D printers. This is a hands‑on role where you will manage the customer success team, align customer goals with business growth objectives, including managing the full P&L for the service organization, and maintain close relationships with our most noteworthy accounts across the medical, consumer, and industrial industries.

• Building and managing the Customer Success team, developing the department for scalability and sustained growth with customer‑first people, processes, and strategies.
• Managing budgets, service packages and making smart business decisions as part of owning the P&L for customer success and service.
• Overseeing the delivery, installation and onboarding at new customer locations.
• Managing ongoing operations of Mantle’s technology at current customer sites, including deploying regular technology updates, field service and preventative maintenance visits.
• Implementing proven, data‑led strategies to maintain, improve and drive value for customer relationships with a systematic approach for the CS team.
• Creating an optimized and data‑led model of the customer journey; determining critical metrics, health scores, and KPIs relevant to individual accounts and the CS team.
• Increasing product adoption and retention amongst diverse customers; collaborating with sales, marketing, and development teams to execute strategies to increase ROI.
• Representing the customer voice while collaborating across manufacturing, engineering, materials, process departments to deliver top tier product and service.

Your Qualifications:

• Minimum 3 years of experience as a Customer Success Manager, with proven performance in project management, small team leadership, and achieving revenue goals.
• Strong communication skills and the ability to engage with customer executives.
• Business development experience, ideally in a fast‑paced, entrepreneurial environment.
• Understanding of enterprise business models, including subscription and renewal, with a preference for experience with hardware products and services.

Mantle is an equal opportunity employer. We provide complete benefits and competitive compensation. You do not need to match every listed expectation to apply for this position. Here at Mantle, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Seniority level

• Director

Employment type

• Full‑time