Jobs and Careers

Senior Customer Success Manager

Maple Plain, MN, United Statesfull_timeVerifiedPosted 3 Jun 2026

About the role

Be yourself at Protolabs

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.

Why Protolabs?

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.

What You Will Do:

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.