Customer Success Manager

Client Development & Relationship Management:

• Serve as the primary point of contact for assigned house accounts and key customers.
• Build and maintain strong, trust-based relationships with customer stakeholders.
• Understand customer goals, priorities, and recurring fabrication needs.
• Conduct regular check-ins, follow-ups, and site visits to maintain engagement.
• Act as the customer advocate internally.

Account Coordination & Support:

• Coordinate with Estimating, Production, Procurement, Project Management, and Sales teams.
• Communicate customer expectations, priorities, and schedules clearly to internal stakeholders.
• Ensure smooth handoff from estimating/sales to execution teams.
• Proactively identify and resolve customer concerns before escalation.
• Assist customers with change orders, schedule adjustments, and scope clarification.

Customer Retention & Growth:

• Identify opportunities for repeat work and long-term account growth.
• Support cross-functional opportunities aligned with customer needs.
• Monitor account health, satisfaction, and feedback trends.
• Provide customer insights and improvement recommendations to leadership.

Market Intelligence & Strategy:

• Monitor industry trends, market conditions, competitor offerings, and emerging sectors.
• Identify new customer segments or fabrication opportunities that align with organizational capabilities.
• Communicate meaningful market insights to leadership and help drive long-term strategy.
• Participate in networking events, industry trade shows, and professional associations to better understand our customers’ challenges.

Documentation & Reporting:

• Maintain accurate records of customer interactions, bid history, opportunities, and contacts.
• Provide weekly or monthly sales forecasts, revenue summaries, and pipeline updates to management.
• Ensure CRM usage is up to date, clear, and maintained as the central source of truth.
• Prepare sales-related documentation, reports, and customer communication as needed.

Cross-Functional Collaboration:

• Work with Estimating, Operations, Project Management, and leadership to ensure alignment on delivery commitments.
• Communicate customer priorities, schedule risks, project conditions, and potential barriers proactively.
• Support internal teams during kickoff, additional scope changes, or contract negotiations when required.
• Promote teamwork, transparency, and accountability across all departments.

Preferred:

• Bachelor’s degree in Business, Marketing, Communications, Engineering, or related field.
• Experience in customer success, account management, or client-facing roles.
• Understanding of fabrication processes, industry standards, and shop workflow.
• Familiarity with CRM platforms and sales pipeline management.
• Proficiency in relevant software applications, including MS Office Suite.
• Ability to present professionally to customers, leadership groups, and technical stakeholders.

Required:

• Minimum (5) years of experience in customer-facing, account management, or coordination roles.
• Strong communication and interpersonal skills to collaborate effectively with internal teams and customers.
• Ability to manage multiple accounts or opportunities in a fast-paced environment.
• Ability to prioritize tasks, meet deadlines, and maintain strong organizational discipline.
• Self-motivated, capable of working independently while representing company values.
• Customer-focused mindset with a solutions-oriented approach.