Customer Success Team Manager

Great customer experiences don't happen by accident - they're built through leadership, energy, and accountability.

At Plastic Printers, we've spent nearly 30 years helping businesses around the world stand out with custom products that wow. But what truly sets us apart is how we serve our customers - and the team behind that experience.

We're looking for a Customer Success Manager to lead our Customer Success Team - driving performance, developing talent, and ensuring every customer journey is seamless from first conversation to final delivery.

This role sits at the center of it all - people, process, and performance. You'll lead the team, elevate the experience, and help drive both customer success and company growth.

What You'll Do

Lead, Develop & Energize the Team

• Coach and support Impressions Specialists and Client Engagement Team members
• Ensure the team is trained, confident, and continuously developing new skills
• Create an engaging, high-energy environment (friendly competition, growth, and team wins)
• Reinforce accountability to performance expectations and measurable outcomes
• Support hiring efforts to build a strong, collaborative, high-performing team

Own Performance & Customer Experience

• Drive key success metrics, including:
• Customer interactions and responsiveness
• Jobs initiated and follow-through
• Projects in progress and completed
• Orders shipped and customer satisfaction
• Ensure a smooth, consistent experience across every stage of the customer journey
• Balance customer satisfaction with operational efficiency and profitability
• Support revenue targets through strong execution and customer retention

Manage Complex & High-Impact Work

• Oversee large, complex, or high-visibility customer projects
• Ensure timelines are met and expectations are aligned across teams
• Act as a key decision-maker in time-sensitive or high-priority situations
• Partner with Customer Satisfaction to resolve escalations quickly and effectively

Collaborate Across the Business

Work closely with:

• Graphic Design
• Production
• QC / Fulfillment
• Partnerships Team
• Leadership Team
• Act as a liaison to support new business opportunities and partnerships
• Align internal teams to deliver on customer expectations and brand standards

Improve Systems, Processes & Flow

• Identify opportunities to improve workflows, communication, and efficiency - elevate these when needed
• Help implement better systems and processes to support team success
• Ensure consistency and clarity across how work is executed

You'll Thrive in This Role If You

• Love leading people and building strong, motivated teams
• Hold high standards and drive accountability
• Are energized by fast-paced, ever-changing environments
• Think in terms of both people and process
• Communicate clearly, confidently, and professionally
• Stay calm, focused, and solution-oriented under pressure
• Enjoy making work more efficient, effective, and even fun

Systems You'll Work With

• HubSpot
• Internal CRM
• Airtable
• Company Form Systems
• Slack
• Other operational tools

(Experience is helpful, but we provide training.)

What You'll Need

• Leadership or team management experience
• Strong customer service or client-facing background
• Ability to manage multiple priorities and deadlines
• Excellent communication and problem-solving skills
• Experience in customer success, account management, operations, or project management

What We Offer

• Paid Training
• Medical, Dental, Vision & Life Insurance
• Short-Term Disability Insurance
• 401(k) with up to 4% company match
• Health Savings Account (HSA)
• Paid Time Off Holiday Pay
• Employee Assistance Program

Plus a fun, energetic culture with team events, celebrations, wellness initiatives, and real opportunities to grow.

Ready to Lead the Experience?

If you're passionate about leading teams, driving performance, and creating exceptional customer experiences - we'd love to meet you.

Apply today and help us elevate the Plastic Printers customer journey.