Customer Success Manager

Customer Success Manager

Matrix designs, manufactures, and sells innovative technological products that help keep people safe. Originally focused on the underground coal mining industry, Matrix has expanded into new industrial markets in the United States and globally.

We are currently seeking a Customer Success Manager to lead the repair and RMA function from receipt of customer product through evaluation, repair, and return. This role establishes clear priorities, ownership, and performance expectations so customer property is accurately tracked, and work is completed in a timely manner. The manager also ensures failure data is promptly captured, analyzed, and communicated to Engineering to support product improvements and ongoing product health monitoring. Customer contact is focused primarily on repair status, exceptions, escalations, and payment-related holds. This position works in a team environment at our home office in Newburgh, IN. This is not a remote position.

This position reports to the VP of Manufacturing.

Duties and Responsibilities

• Leadership, Management, and Accountability
  • Lead, coach, and develop the Customer Success and repair operations team, including Customer Success, order processing, repair, logistics, and RMA support roles.
  • Set daily and weekly priorities; assign clear ownership; establish service expectations; and hold team members accountable for quality, responsiveness, documentation, and completion.
  • Monitor workload, staffing coverage, aging work, and process bottlenecks; intervene promptly when commitments or performance expectations are at risk.
  • Establish standard work, maintain procedures and work instructions, and ensure team compliance with approved processes.
  • Serve as the escalation point for complex, overdue, high-priority, or cross-functional repair matters.
• RMA and Repair Operations
  • Own the end-to-end flow of customer property, including receipt, identification, evaluation, repair disposition, repair, final documentation, and return.
  • Ensure customer property remains traceable, and its status, location, priority, and next action are visible throughout the process.
  • Drive timely evaluations and repairs by coordinating with Operations, Engineering, Warehouse, Manufacturing, Quality, Field Service, Industrial Installations, Sales, and Supply Chain.
  • Ensure repair findings, actions, warranty considerations, and resolutions are accurately documented before items are closed or returned.
  • Manage exceptions involving unclear ownership, missing information, parts constraints, technical review, customer authorization, or other barriers to completion.
• Failure Data and Product Health
  • Ensure failure information is collected promptly and consistently, including suspected failure mode, operating context, evaluation results, repair findings, and corrective action.
  • Review data quality and completeness; identify recurring failures, emerging trends, and gaps that require additional investigation.
  • Provide Engineering and Quality with timely, actionable failure data and repair feedback to support root-cause analysis and product improvement.
  • Maintain reporting that measures and monitors overall product health, including repair volume, failure trends, repeat issues, turnaround time, aging, and closure status.
  • Confirm that significant findings, trends, and recommended actions are communicated to appropriate leaders and cross-functional partners.
• Customer, Credit, and Cross-Functional Coordination
  • Provide clear repair-status communication and coordinate responses for escalated or high-priority matters.
  • Partner with Field Service and Sales on customer-facing issues that extend beyond the repair process, including field performance, troubleshooting, installation, or application concerns.
  • Support Accounting and Accounts Receivable when repaired items are subject to payment, credit, or release holds, including communication and coordination as assigned.
  • Balance customer needs, business requirements, technical input, and operational capacity when setting priorities and commitments.

Qualifications & Competencies

Employment Eligibility & Verification

All applicants must be able to provide proof of eligibility to work in the United States. Employment is contingent upon the successful completion of the I-9 form, as required by federal law. Additionally, candidates will be required to undergo an employment verification process before beginning work. Please note that we do not offer sponsorship for work authorization (e.g., H-1B, TN, or other visas) at this time.

• High school diploma or equivalent required; post-secondary education preferred.
• Significant experience in repair operations, RMA, customer support, customer success, technical operations, or a related field.
• Demonstrated leadership or supervisory experience, including managing priorities, workflows, and team accountability.
• Experience with industrial, mining, or technical products is highly desirable.
• Experience using operational and failure data to identify trends, improve processes, or support product decisions is preferred.
• Strong people leadership, coaching, accountability, and decision-making skills.
• Ability to manage complex operational workflows and maintain urgency without sacrificing quality or documentation.
• Strong analytical skills with the ability to convert repair and failure information into clear trends, risks, and actions.
• Clear, concise communication with employees, leaders, customers, and cross-functional partners.
• Strong organization, follow-through, problem-solving, and conflict-resolution skills.
• Ability to balance customer needs with technical, operational, financial, and business requirements.
• Comfort handling urgent issues and providing support outside standard business hours when required.

Working Conditions

• Primarily office-based in a climate-controlled office setting or lab. Regular interaction across departments. Extended availability may be required for urgent repair or customer matters, and occasional travel to customer sites or company facilities may be required.

Physical Requirements

The employee is occasionally required to stand, walk and stoop, or crouch. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. #LI-Onsite

Benefits

• First day coverage of all benefits - no waiting period
• Premium free medical, dental and vision insurance – working spouse must take major medical at their place of employment if offered
• On-site health clinic
• Basic Life (2x annual base salary at no cost)
• Optional Life and Accidental Death and Dismemberment (AD&D) insurance
• Short-Term and Long-Term Disability insurance (no cost)
• 401(k) Plan with up to an 8% company match
• FSA for Health Care and Dependent Care
• 10 Paid annual holidays plus vacation time
• Educational Reimbursement Program
• Scholarship Program
• Optional Gym Membership
• Esports Room