Customer Success and Support Manager

Description

Who we are
ESPEC North America (ENA) is partner in environmental and accelerated reliability test chambers and solutions with a long history and deep expertise in making the world a better place through better quality, higher reliability products.

Mission
We continually aim to grow and evolve by building mutually responsive, innovative partnerships with our customers, vendors, and strategic allies, and creating opportunities for our team members. Our cornerstone is to be the most reliable and accessible supplier of testing solutions.

Exciting news! We're looking for a Customer Success and Support Manager to join our Customer Service Department.

Working Schedule:  Monday - Friday | 8AM - 5PM | Hybrid 

Salary Range: $100,000 - $120,000

Requirements

Position Summary

The Manager, Customer Success & Support is a leadership role responsible for guiding and developing a team to ensure customers realize their goals and maximum value from the company’s products and services. This role oversees the post-sales customer experience, including onboarding, ongoing support, and proactive engagement.

The Manager fosters a customer-centric culture, drives customer retention, and identifies opportunities for growth and service improvement. Through cross-functional collaboration, this role ensures alignment between customer needs and organizational objectives, delivering consistent, high-quality customer outcomes.

Key Responsibilities 

Customer Relationship Management:

· Develop and maintain strong, long-term customer relationships, ensuring customers derive measurable value from products and services.

· Understand customer goals, challenges, and business needs, aligning solutions to support their success.

Onboarding & Customer Engagement Management:

· Oversee the transition from sales to post-sales support, ensuring a seamless onboarding experience.

· Ensure customers are effectively trained and supported to maximize product adoption and utilization.

Customer Retention & Growth:

· Monitor customer health and proactively identify and mitigate risks to customer retention.

· Identify opportunities for account growth, including expansion of services or solutions.

· Conduct regular customer reviews to assess satisfaction, address concerns, and strengthen long-term partnerships.

Customer Support, Feedback, and Performance Management:

· Ensure customer inquiries and concerns are addressed in a timely and professional manner, escalating issues as appropriate.

· Collaborate with internal teams to resolve challenges and improve the overall customer experience.

· Oversee the tracking and analysis of customer interactions, feedback, and support trends.

· Monitor key performance indicators such as customer satisfaction (CSAT), Net Promoter Score (NPS), product adoption, and retention.

· Provide regular reporting and insights to leadership to support data-driven decision-making and continuous improvement.

Collaboration & Cross-Functional Engagement:

· Partner with Sales, Product, and Support teams to align efforts and ensure customer expectations are consistently met or exceeded.

· Support revenue-generating activities by providing customer insights for renewals, expansions, and new opportunities.

· Participate in customer-facing engagements, including meetings, presentations, and events, to strengthen relationships and promote value.

· Perform other duties as assigned.

Supervisory Responsibilities 

· Lead, mentor, and develop a team of Customer Success professionals, fostering a high-performance and customer-focused environment.

· Establish clear performance expectations and provide ongoing coaching and feedback.

· Conduct performance evaluations and support professional development initiatives.

· Oversee daily team operations to ensure efficiency, responsiveness, and consistent service delivery.

· Collaborate with cross-functional leaders to align team priorities with organizational goals.

Competency 

Leadership & Team Management

· Ability to lead, mentor, and inspire a customer success team to meet and exceed goals.

· Strong coaching and development skills to foster a high-performance culture.

Customer-Centric Mindset

· Focus on building and maintaining positive, long-term customer relationships.

· Ability to understand customer needs and effectively align solutions to ensure success.

Communicat