Customer Success Manager

Jacksonville, FL | On-site | Full-time | $75K-$95K | Reports to: VP of Customer Experience When a customer calls Hydrolec, they should never have to wonder who owns their experience. This role is the answer to that question - every time, for every account. Hydrolec has been building precision-engineered hydraulic power units since 1985. Our customers don't think of us as a vendor. They think of us as part of their team. That trust was built over four decades by people who took every order and every problem personally. We are building the infrastructure to scale that trust to 2-3x our current account base without letting any of it slip. The Customer Success Manager is the person who makes sure it doesn't. This is not a sales role. It is the role that makes every other customer-facing function work - by owning the day-to-day experience so completely that the customer never has to think about logistics, status, or follow-up. Our Core Values Family First - Genuine care and honest communication. When a ship date is at risk, you tell the customer first. That is not bad news. That is trust. Sky's the Limit - There is always a way to solve a customer's problem. Finding it is the job. All Hands on Deck - When a customer has an urgent need, you own it. No task is beneath you. No situation is someone else's problem. How This Role Is Structured You report to the VP of Customer Experience as their first direct report. Three peer functions sit under the VP: Technical Support, Customer Success (you), and Account Management - parallel lanes, not a hierarchy. You serve 50+ accounts across three tiers and own the daily monitoring of a customer portal with order tracking, pricing, technical documentation, and active quotes. What Success Looks Like After 12 Months No customer ever follows up twice on the same question - same-day response, 24-hour resolution path Portal data is accurate and current - you catch discrepancies before the customer does Ship date risks are communicated proactively - the customer hears from you first, with context Every Standard-tier account knows exactly who to call you and the relationship feels personal Internal teams trust you as a reliable, organized partner who keeps the customer engine running Zero customer losses from poor communication, missed follow-ups, or service gaps What You Will Own The daily customer experience - portal monitoring, order tracking, proactive ship-date communication, same-day response Order lifecycle management - from placement to shipment, every stakeholder knows where things stand Standard-tier quoting and logistics - making it easy for standard accounts to do business with Hydrolec Portal accuracy and integrity - order history, pricing, status flags kept current and correct Internal coordination - connective tissue between the customer and Production, Engineering, and leadership Competencies We Cannot Teach Ownership instinct - every customer question is your personal responsibility Proactive communication - you tell the customer before they have to ask Precision and follow-through - nothing slips, accuracy doesn't degrade under volume Calm under pressure - you get more focused, not more reactive Genuine curiosity about the customer's business - understanding, not just processing Range across personalities - trusted by production veterans and customer executives alike Empathy without permissiveness - you hold both the customer and the internal team to a high standard Threshold Qualifications 2-4 years in customer success, account coordination, or order management in B2B or manufacturing Demonstrated ability to manage 30+ accounts without letting anything slip Proficient in ERP systems, CRM tools, or customer portal platforms Exceptional communication across a wide range of audiences Genuine comfort in a physical, industrial environment What This Role Becomes For the right person, this is not a ceiling. As Hydrolec scales, the Customer Success function will grow - and the person who built it from the ground up will have a genuine opportunity to lead the team that follows. Health, dental & vision | 401(k) match | Maternity & paternity leave | Accident insurance & life insurance | Monthly employee lunch | On-site fitness room #J-18808-Ljbffr Hydrolec Inc.