Customer Success Partner

Join Our Team as a Customer Success Partner

Protolabs is the leader in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It's our people who fuel our creativity and make our culture feel like home.

This role has a five day/week on-site expectation through training. After training it is a fixed hybrid role (Tues-Thurs in office in Maple Plain, MN; Mon, Fri remote).

The Customer Success Partner is at the heart of the Protolabs customer experience, ensuring every interaction is effortless, informed, and value-driven. This role supports customers and internal stakeholders by delivering timely, high-quality service through phone and email while proactively completing operational tasks that keep our teams aligned and our processes running smoothly. Customer Success Partners are empowered problem-solvers who help customers move from idea to production with confidence.

Monday-Friday: 9:30am-5:30pm

What you'll do:

• Ensure a seamless customer experience by reviewing and validating customer purchase orders for accuracy and completeness
• Enter and manage customer orders while developing a strong understanding of order workflows, systems, and downstream impacts
• Reconcile and verify customer payments, proactively resolving discrepancies to keep orders moving forward
• Act as a central liaison across departments, ensuring customer needs, questions, and issues are clearly communicated and escalated when needed
• Maintain accurate and up-to-date customer records in collaboration with the Customer Service Coordinator to support data integrity and reporting
• Manage incoming customer inquiries, assessing urgency and routing requests efficiently to the appropriate internal teams
• Deliver responsive, professional support via phone and email, partnering with customers to answer questions and resolve concerns effectively
• Contribute to team performance by supporting and tracking key service metrics
• Take on additional responsibilities as needed to support team initiatives and continuous improvement efforts

What it takes:

• High school diploma or equivalent; additional education or training is a plus
• 12 years of customer service, client support, or related experience, with a passion for helping customers succeed
• Strong attention to detail and pride in delivering accurate, high-quality work
• Customer-focused mindset with a genuine interest in building positive, professional relationships
• Sound judgment and decision-making skills, with the ability to navigate situations thoughtfully and confidently
• Clear, open communication style with a commitment to transparency and teamwork
• Comfortable using Microsoft Office tools and learning new technologies quickly
• Professional, friendly phone presence with the ability to speak clearly and confidently with customers
• Ability to multitask effectively in a fast-paced environment while maintaining a high level of accuracy
• Comfortable adapting to new systems, processes, and programs as the business grows
• Strong problem-solving skills, with the ability to troubleshoot issues and think creatively to reach solutions
• Resourceful and collaborativeknowing how to leverage tools, documentation, and teammates to resolve customer needs
• Proficient in computer usage with accurate typing skills (40+ wpm) to support efficient customer interactions

Bonus points:

• College degree
• Customer Service experience in a manufacturing environment
• Experience working in a fast-paced, dynamic environment
• Experience working in a team-centric, pool concept environment

What's in it for you?

• We offer a competitive salary and annual bonus opportunity
• In addition, we offer amazing benefits including but not limited to:
• Health Insurance: Traditional OR High Deductible plan
• Flexible Spending Accounts
• Health Savings Account (including employer contributions)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid caregiver leave
• You will receive 3 weeks of PTO + Wellness Hours + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program at a 15% discounted rate
• Matching grants through Protolabs foundation
• And More!

$18.41 - $24.57 an hour Protolabs offers a competitive total rewards package, and compensation mix vary based on position, such as base wage, as well as other earnings including incentives and commissions. Actual pay offered will vary depending on multiple factors which may include, without limitation, job function, work experience, specialized skills, training, education, and certifications.

Proto Labs maintains ITAR-compliant operations in all of our United States based facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.

Proto Labs, Inc. is an Equal Opportunity Employer

Physical Demands:

While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds.

Work Environment:

Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.