Customer Success Manager

About HPS, Inc.:

HPS, Inc., a leader in seal design and supply, is seeking a Strategic Sales Specialist. Solving technical problems, delivering the best solutions, and providing excellent customer service is a top priority for our organization. We offer competitive wages, paid time off, company holidays, a comprehensive benefits package, and a department-wide, uncapped, quarterly commission program. Founded in 1975, HPS Inc. is a family-owned business, staffed by a team of professionals in a collaborative environment. If you are an outgoing, energetic salesperson looking to utilize your technical skills to identify and solve customer issues, reach out today!

Why Choose HPS, Inc.?

HPS, Inc. recognizes that a well-rounded, fulfilled team member knows their value, purpose, and is given the opportunity to make a difference with their work. We value work-life balance through generous paid time off, company-wide breaks during paid holidays, and the belief that great work happens at work. HPS feeds employees’ minds with specialized paid training and tuition reimbursement benefits after applicable waiting periods, and their bodies with our legendary “Bagel Fridays” and unlimited snacks and drinks throughout the office and warehouse.

Performance Overview:

At HPS, the Customer Success Account Manager (CSAM) plays a critical role in building long-term customer partnerships, driving account growth, and ensuring operational excellence. CSAMs serve as trusted advisors and primary points of contact for their accounts, managing retention, performance, and customer satisfaction while representing the voice of the customer across the organization.

Core Responsibilities:

Customer Retention & Success

• Maintain a 95% customer retention rate across assigned accounts.
• Conduct Quarterly Business Reviews (QBRs) with all accounts to align on performance, goals, and opportunities.
• Lead Monthly Business Reviews (MBRs) for Tier 1 accounts to provide deeper insights and foster executive alignment.
• Ensure yearly reviews are completed for all accounts across tiers to reinforce trust and highlight value delivery.
• Track and communicate customer health through metrics such as on-time delivery rates and service performance.

Issue Resolution & Escalation

• Serve as the Account Manager of record when issues arise—leading resolution efforts and ensuring goal resolution within 7 days.
• Act as the representative of accounts internally, pulling in all necessary HPS stakeholders (operations, engineering, supply chain, sales) to resolve challenges quickly and effectively.
• Proactively identify potential risks to customer satisfaction and implement preventative measures.

Business Growth & Value Creation

• Identify opportunities to expand business within accounts by analyzing customer trends, usage, and growth levers.
• Deliver data-driven insights, recommend tailored solutions, and highlight value-add opportunities unique to each customer.
• Build long-term account strategies to strengthen customer partnerships and support revenue growth.

Relationship Management

• Develop strong, trust-based relationships with customer contacts at all levels, positioning HPS as a strategic partner.
• Act as a customer advocate internally, ensuring their needs are prioritized and represented across departments.

Professional Growth & Expertise

• Successfully complete and test out of all company training, demonstrating ongoing ownership of personal development.
• Actively “learn and be curious” by expanding knowledge of HPS seals, their components, and applications—becoming a Subject Matter Expert (SME) in product knowledge.
• Share product and industry insights with customers to build confidence in HPS as a solutions provider.

The ideal candidate is:

• Able to work independently and collaboratively in a fast-paced, dynamic environment while remaining meticulous, highly accurate, and always maintaining a professional demeanor.
• Able to build and maintain strong customer relationships.
• Experienced in project management, as customer onboarding, account planning, issue resolution, customer success initiatives, cross-functional collaboration, and data analysis and reporting are crucial to success in this role.
• Able to understand products that are technical in nature and effectively communicate technical concepts to technical and non-technical audiences.
• Solution-driven, as the Customer Success Specialist is not only resolving immediate issues but contributing to long-term customer satisfaction and retention to ultimately drive business growth and success.
• Flexible and adaptable which enables the Customer Success Manager to navigate the complexities of client relationships, industry dynamics, and team collaboration to ultimately contribute to the success of both the customer and the company.

Requirements:

• Minimum 3-5 years of experience in customer success, account management, or related role, preferably in the industrial machinery/parts distribution, manufacturing, or design sector.
• Bachelor’s degree in business, marketing, communications, or related field.
• Proficient in Microsoft 365 (Excel, PowerPoint, etc.), Microsoft Business Central and experience working with a CRM tool, preferably Salesforce.
• Ability to pass pre-employment screening, which includes a drug test and a background check.
• Ability to work first shift: 8:30am – 5:00pm EST Monday-Friday. Limited hybrid work arrangement available.
• Ability to work independently, while keeping deliverables and deadlines top of mind for multiple accounts while maintaining trusted relationships.
• Ability to understand customer needs, negotiate costs and services, and deliver client-focused solutions.
• Ability to prepare and present QBRs
• Must have excellent written and verbal communication skills (English) with the ability to build rapport and trust with customers.
• Must be legally authorized to work in the U.S. and will not require sponsorship.
• Travel: Likely 1x/quarter but as much as 1x/month.

HPS Inc. offers:

• Competitive wages dependent upon experience and additional pay increases on an annual basis
• Comprehensive benefits package to include medical, Rx, dental, vision, STD, LTD, 401K and HSA
• Quarterly bonus (depending on meeting sales targets)
• Training and Tuition Reimbursement benefits
• Company paid holidays
• Paid time off beginning at 15 days/ year (prorated in year 1)

Join us: If you are an outgoing, solution-seeking customer advocate looking to utilize your consultative and nurturing approach to drive customer success, we want to hear from you. Apply now and become part of the HPS, Inc. Team!