Customer Success Manager

North America Customer Success Manager

Gems Setra | On-Site - Plainville, CT | Reports to: Head of Sales Operations & Marketing

The North America Customer Success Manager leads the regional customer success organization, including Customer Success Specialists responsible for day-to-day customer support and Strategic Customer Success Representatives focused on key account engagement. This role is accountable for improving daily service execution while building a more proactive customer engagement model that strengthens key account satisfaction, retention, and the overall customer experience.

Key Responsibilities:

Customer Success Strategy & Operating Model

• Lead a unified customer success model across tactical support and strategic account teams.
• Establish clear roles, service standards, escalation paths, and engagement expectations.
• Shift the team from reactive issue resolution toward proactive customer management.

Team Leadership & Development

• Coach, develop, and support a high-performing Customer Success team.
• Set priorities, allocate resources, and reinforce accountability through regular performance cadence.
• Build team capability and leadership bench strength through development planning and standard work.

Operational Excellence & Customer Experience

• Own key service metrics such as response time, resolution time, backlog health, customer satisfaction, and escalation responsiveness.
• Lead root cause problem solving and continuous improvement efforts to reduce recurring issues and improve consistency.
• Use customer feedback and data to identify trends, prioritize improvements, and strengthen the customer journey.

Strategic Account Support

• Oversee proactive engagement plans for key customers to improve satisfaction, responsiveness, and retention.
• Partner with Sales and Commercial teams to align customer support with account priorities and business needs.
• Ensure strategic customer issues are identified early and addressed through strong cross-functional follow-through.

Cross-Functional Collaboration & Systems Adoption

• Partner with Sales, Operations, Technical Support, Marketing, Finance, and Product teams to improve end-to-end customer outcomes.
• Drive adoption of CRM, ERP, case management, reporting, automation, and digital tools that improve customer success execution.
• Communicate customer priorities, risks, and performance trends clearly to leadership and business partners.

Qualifications:

Required

• 7+ years of experience in customer success, customer service leadership, commercial operations, or related B2B support functions.
• Experience leading teams, setting priorities, coaching employees, and delivering measurable operational results.
• Strong problem-solving and analytical capability with experience using KPIs to improve performance.
• Ability to influence across functions and resolve customer or operational issues in a matrixed environment.
• Familiarity with CRM, ERP, case management, or reporting systems.

Preferred

• Bachelor's degree in related field
• Experience leading both high-volume service teams and strategic customer-facing support roles.
• Experience in industrial, manufacturing, technical products, or complex B2B environments.
• Working knowledge of continuous improvement, daily management, root cause problem solving, or lean operating practices.
• Salesforce & Oracle (JDE) experience preferred.

Why This Role Matters:

This role is critical to elevating North America Customer Success from a reactive support function to a disciplined, proactive operating model that improves customer satisfaction, strengthens key account relationships, and scales with future business needs.