Senior Customer Success Manager

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.  We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace.  So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply!  You can help make our company even better.  We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself.  We strongly believe diversity makes for more successful teams. 

 

We are the leaders 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. 

Job Purpose: The Senior Manager of Customer Success provides strategic leadership for the customer success function, translating company objectives into scalable service strategies, operational plans, and team execution. This role is responsible for leading managers, individual contributors, and teams to deliver an exceptional customer experience, strengthen customer relationships, improve retention, and achieve business performance goals. The Senior Manager balances service excellence with operational discipline, proactive risk management, and on-time delivery, while partnering cross-functionally to elevate the voice of the customer, improve processes and systems, and support enterprise priorities.

General Duties and Responsibilities:

• Strategic Leadership: Define and execute the customer success strategy in alignment with business objectives, translating priorities into operational plans, service standards, and measurable outcomes.
• Team Leadership & Development: Lead, coach, and develop managers and team members across both in-person and remote environments to build a high-performing, customer-centric organization with strong accountability, engagement, and continuous development. 
• Customer Advocacy & Voice of the Customer: Represent the voice of the customer across the organization by identifying themes, gathering feedback, and partnering with internal stakeholders to improve the customer experience, processes, and business outcomes.
• Customer Retention & Relationship Health: Support customer retention and long-term relationship health by ensuring service delivery meets expectations, strengthening customer trust, and proactively addressing risks that may impact satisfaction or loyalty.
• Operational Excellence: Establish and improve policies, procedures, and service expectations that increase consistency, efficiency, quality, and responsiveness across the customer success function.
• Project & Change Management: Lead cross-functional initiatives and service improvement projects, managing priorities, timelines, stakeholders, and execution to support organizational goals.
• Customer Escalation & Risk Management: Serve as the senior point of escalation for complex customer issues, while proactively identifying risks, monitoring customer health indicators, and resolving concerns with sound judgment and professionalism.
• Performance, Workforce Planning & Analytics: Monitor service metrics, labor capacity, customer trends, and performance indicators to drive continuous improvement, support forecasting, and ensure appropriate staffing and resource planning.
• Systems & Process Improvement: Identify opportunities to enhance customer success tools, reporting, workflows, and processes in order to improve visibility, efficiency, scalability, and the overall customer experience.
• Cross-Functional Collaboration: Partner with Sales, Manufacturing, Product, and other internal stakeholders to align customer success strategies, improve service delivery, and support business readiness.
• Budget & Resource Management: Support business planning through effective budgeting, staffing, and resource allocation to meet service demands and operational objectives.

Required Qualifications: Minimal qualifications required to be considered for entry into the job

 

Education and Experience:

• Bachelor’s Degree in Business Administration, Management, or related field with relevant work experience (Business, Leadership, or Management) 
• Minimum 5 years of successful leadership experience managing customer-facing teams, including people leadership, performance management, and cross-functional collaboration.
• Strong experience using analytics, forecasting, and labor capacity modeling to assess performance, identify trends, and plan for future business needs.
• Experience using CRM and Microsoft Office Products
• Demonstrated experience leading projects or change initiatives, with the ability to manage priorities, stakeholders, timelines, and implementation effectively.

Knowledge, Skills, and Abilities:

• Proven ability to lead high-performing teams and drive accountability through clear expectations, coaching, and performance management.
• Strong verbal and written communication skills, with the ability to influence stakeholders across functions and levels of the organization.
• Strong interpersonal and relationship-building skills, with the ability to establish trust and credibility internally and with customers.
• Ability to serve as a strong customer advocate and translate customer feedback, service trends, and business needs into actionable improvements.
• Ability to quickly understand company operations, customer needs, and business processes in order to make sound decisions and lead effectively.
• Strong analytical, problem-solving, and decision-making skills, with the ability to translate data into action and proactively identify risks and opportunities.
• Experience improving systems, workflows, or service processes to support operational efficiency, scalability, and customer satisfaction.
• Strong project management and prioritization skills, with the ability to lead multiple initiatives, balance competing demands, and deliver results in a fast-paced environment.
• High degree of urgency, attention to detail, and responsiveness in addressing customer and business needs.
• Self-motivated and adaptable, with the ability to work independently and collaboratively across teams.
• Receptive to feedback and committed to continuous improvement for self, team, and customer outcomes.

• 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 at least 3 weeks of PTO + Holiday Pay + Wellness Hours + 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!

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.

 

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.

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.