Customer Success Manager

JOB PURPOSE:

The Customer Success Manager is responsible for leading and developing the Customer Success and Sales Support teams while driving operational excellence, customer experience, cross-functional collaboration, and continuous improvement initiatives across the organization.

This role serves as a strategic partner to Sales, Operations, Logistics, Quality, Finance, and customer stakeholders to ensure successful customer onboarding, effective account execution, and exceptional service throughout the customer lifecycle. The Customer Success Manager oversees daily team operations while leading process improvement efforts, systems optimization, performance measurement, and organizational alignment initiatives that support scalable growth, operational efficiency, and long-term customer success .

ESSENTIAL JOB DUTIES:

• Team leadership and development - lead, coach, and develop Customer Success and Sales Support team members to support company goals and customer expectations.
• Customer success - oversee strategic customer onboarding initiatives for new and existing accounts, ensuring the coordination of cross-functional onboarding efforts between multiple departments.
• Sales support operations - oversee accuracy and efficiency of quotes, orders, bid packages, and customer account support while supporting team members in resolving customer, production, inventory, and operational issues.
• Process improvement and systems optimization - lead continuous improvement initiatives focused on operational efficiency, communication, scalability, and customer experience.
• Cross-functional leadership - serve as a key liaison between multiple departments while facilitating alignment and communication to ensure customer commitments and operational priorities are executed successfully.
• Reporting, metrics, and business insights - develop and maintain operational and customer performance reporting, KPIs, dashboards, and visibility tools. Analyze and present trends related to workload, customer onboarding, delivery performance, and operational execution, utilizing data to identify improvement opportunities and support strategic decision-making.

JOB QUALIFICATIONS:

Education & Experience Minimum Requirements:

• Bachelor's degree in Business or related field Or a combination of equivalent experience and education.
• 5+ years of experience in customer operations, sales support, customer success, business operations, or related field, with at least 2+ years of experience leading a team.
• Experience leading cross-functional projects and process improvement initiatives preferred, as well as advanced Microsoft Office proficiency. CRM and MS database (HubSpot) experience is a plus.

SKILLS AND COMPETENCIES:

• Strong leadership, coaching, and team development skills
• Exceptional communication and relationship-building abilities
• Strategic thinker with strong operational execution skills
• Ability to manage multiple priorities and shifting business demands
• Strong process improvement and organizational skills
• Data-driven mindset with analytical and problem-solving capabilities
• Ability to influence and drive alignment across departments
• Customer-focused with strong sense of urgency and accountability
• Comfortable leading change and navigating ambiguity
• High attention to detail and commitment to operational excellence
• Demonstrates professionalism, sound judgment, confidentiality, and discretion
• Positive, collaborative, proactive approach with strong follow-through

Occasional national or international travel may be required.


Bell Lumber & Pole is an equal opportunity employer.

Bell Lumber & Pole is proud to be an equal opportunity workplace and is an affirmative action employer. We are committed to equal employment opportunity regardless of race, color, ancestry, religion, sex, national origin, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements.

This applies to all employment practices within our organization, including hiring, recruiting, promotion, termination, layoff, recall, leave of absence, compensation, benefits, training, and apprenticeship. Bell makes hiring decisions based solely on qualifications, merit, and business needs at the time.

Bell is committed to working with and providing reasonable accommodations to individuals with disabilities. If you need a reasonable accommodation because of a disability for any part of the employment process, please call View phone number on click.appcast.io or send an e-mail to View email address on click.appcast.io and let us know the nature of your request and your contact information.

For additional detail, you can read through our EEO Policy.

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