Customer Success Manager

Overview

Element has an opportunity for a Customer Success Manager at our Rancho Dominguez facility. This is a key operational support role that is responsible for establishing and driving exceptional customer experience. This position serves as the primary point of contact for key customers and oversees service delivery ensuring timeliness and accuracy while leveraging data-driven insights to improve performance.

 

Salary: $115,000 - $150,000/year (Depending of Experience)

Eligible for the Sales Commission Plan 

 

Responsibilities

• Collaborate effectively with cross-functional teams including Sales to consult with customers on testing solutions, alternative approaches, identify upselling opportunities, and deliver expert guidance based on the organization’s capabilities and service offerings
• Serve as main point of contact for key customers, ensuring timely resolution of issues, maintaining proactive communication, and facilitating effective coordination among customers, internal teams, and leadership
• Develop and execute comprehensive customer experience strategies aimed at enhancing customer satisfaction, strengthening relationships and driving continuous improvement based on customer feedback and service performance trends
• Analyze, interpret, and clearly communicate operational and customer service data, providing insightful recommendations that guide decision-making and operational adjustments
• Manage timelines, deliverables, and stakeholder communications, ensuring consistent transparency, alignment, and effective execution of key programs and projects
• Lead customer-focused initiatives and operational improvement programs, ensuring they support strategic business objectives, enhance the customer experience, and strengthen operational efficiency
• Ensure excellence across all customer-facing processes, while providing mentoring and guidance to team members on best practices for customer engagement, communication, and operational excellence

Skills / Qualifications

• 5+ years of experience in business operations, customer service, or program management roles within a high-volume, customer-facing environment

• Bachelor’s degree in Business Administration, Operations Management, or a related field preferred; equivalent experience will be considered

• Strong problem-solving skills, with the ability to interpret data, identify trends, and influence operational efficiency and service outcomes

• Demonstrated ability to collaborate effectively across teams, build strong working relationships, and influence without authority to drive results

• Exceptional professionalism, communication, and interpersonal skills, with a calm, solutions-oriented approach to resolving issues

• Proven ability to manage multiple priorities and deliver consistent results in a fast-paced, operational setting

• A commitment to maintaining a positive, focused work environment while prioritizing accountability, teamwork, and customer experience excellence

Work Environment & Safety Requirements

This position is based in a laboratory and aerospace testing facility environment and will work in close proximity to testing operations, technical teams, and customer-facing service areas, and is expected to comply with all site-specific safety and regulatory requirements.

• Required to wear personal protective equipment (PPE) as appropriate for the work area, which may include safety glasses, hearing protection, protective footwear, lab coats, or other protective gear

• Exposure to a laboratory and aerospace testing environment, including specialized equipment, mechanical systems, and elevated noise levels

• Ability to safely lift, carry, and move materials or equipment weighing up to 20 pounds

• Regular standing, walking, and sitting, with movement between office, laboratory, and operational areas throughout the workday

• Adherence to all Element safety policies, procedures, and training requirements to maintain a safe and compliant work environment

Company Overview

Element is one of the fastest growing testing, inspection and certification businesses in the world. Globally we have more than 9,000 brilliant minds operating from 270 sites across 30 countries. Together we share an ambitious purpose to ‘Make tomorrow safer than today’.

 

When failure in use is not an option, we help customers make certain that their products, materials, processes and services are safe, compliant and fit for purpose. From early R&D, through complex regulatory approvals and into production, our global laboratory network of scientists, engineers, and technologists support customers