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.