Customer Success Manager

SUMMARY 

The Customer Success Manager is responsible for leading a team of customer success professionals dedicated to delivering exceptional customer satisfaction and supporting sales growth. This role drives a customer-first culture, overseeing all aspects of customer success, order fulfillment, sales support, and sales development. The manager will analyze customer data to continuously improve customer experience, collaborate across departments to optimize processes, and ensure every customer interaction reflects the company’s commitment to excellence. 

ESSENTIAL DUTIES AND RESPONSIBILITIES include the following. Other duties may be assigned as needed by the direct leader. 

• Team Leadership: Inspires and leads a team of customer success individual contributors, fostering a culture of collaboration, growth, and continuous improvement. 

• Customer Advocacy: Serves as a customer advocate, ensuring consistent, industry-leading experience by understanding customer needs, addressing challenges, and aligning communications with customer expectations.  

• Customer Success Strategy: Develops and executes a comprehensive customer success strategy that aligns with company goals.  

• Order Fulfillment: Oversees and optimizes the order fulfillment process to ensure on-time, in-full shipments, in collaboration with logistics, planning, sales and operations teams. 

• Sales Support: Leads the customer success team in supporting sales, including managing customer portals, systems, and efficient processing of sales orders, quotations, invoices, and sales deductions.  

• Sales Development: Partners with sales and marketing leaders to facilitate knowledge of sales strategies and ensure effective coordination to meet customer expectations and revenue targets. Assists in price negotiation, upselling, and cross selling across all sales channels.  

• Collaboration Across Teams: Partners with quality, operations, planning, logistics and sales to oversee and resolve complex customer issues and develop systems to improve service delivery, while maintaining product and brand integrity and customer loyalty. 

• Process & Operational Optimization: Evaluate and enhance business processes to optimize order fulfillment, service quality, and revenue generation. Identify and address inefficiencies to enhance supply chain performance, reduce costs, and improve service levels. Partner with cross-functional teams to implement continuous improvements that elevate operations and customer experience. 

• Technology & Innovation: Utilize supply chain software, automation tools, and use data analytics to drive operational excellence. Manages Salesforce objects and process flows to ensure timely and collaborative actions.  

• Change Management: Guide the team and organization through changes, ensuring clean communication, empathy, and support to maintain morale and productivity. 

• KPI Management: Monitor key performance indicators (KPIs) to measure the effectiveness of order fulfillment and sales support efforts, holding the team accountable for achieving results.  

• Data-Driven Decision Making: Utilize data-driven insights to inform decisions, driving performance improvements and problem resolution.  

• Project Management: Lead projects to enhance operational efficiency and customer success, ensuring timely completion, within budget, and with the desired results. 

DIRECT REPORTS 

This position is responsible for leading a team of customer success professionals. 

QUALIFICATIONS 

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

EDUCATION AND EXPERIENCE  

• Bachelor’s degree in business, sales, marketing, supply chain, logistics or related field is required. 

• Minimum 5 years of customer service and/or inside sales experience required. 

• Minimum of 1 year leading or mentoring others within the customer service or sales field, required. 

• JD Edwards or similar Enterprise Resource Planning (ERP) experience is preferred. 

• Salesforce Sales Cloud or Service Cloud experience is preferred. 
   

OTHER KNOWLEDGE, SKILLS, AND ABILITIES 

• Alignment with Company Values: Demonstrates behaviors and values that reflect the company’s culture. Sartori’s core values are family, commitment, authenticity, ingenuity, integrity, and humility.  

• Leadership and Influence: Proven ability to lead and influence teams and stakeholders, driving a culture of positive customer success across the organization.   

• Coaching: Strong coaching skills that enhance performance, facilitate growth development, while building confidence in others. 

• Effective Communication: Strong verbal and written communication skills, with the ability to clearly convey insights to diverse audiences.  

• Results driven: Leverages a collaborative approach to achieve results that promote Sartori’s success.  

• Decision Quality: Makes informed, timely decisions using a blend of analytical insights, experience, and sound judgment.  

• Continuous Improvement: Embodies a mindset focused on continuous improvement, leveraging analytics to drive transformational results.  

• Organizational Skills: Strong organizational and multitasking abilities to manage multiple initiatives and priorities effectively. 

ADDITIONAL INFORMATION 

WORK LOCATION:  

This is a hybrid (2 days in-office, 3 days remote) at our Pleasant View corporate office located in Plymouth, WI. 

TRAVEL REQUIREMENTS: 

Occasional travel may be required to meet the needs of the business (estimated 10%). A valid drivers license is required. 

PHYSICAL DEMANDS  

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions.   

 
While performing the duties of this job, the employee is regularly required to sit; use hands to finger, handle, or feel; and talk or hear.  The employee is occasionally required to stand; walk; reach with hands and arms; and stoop, kneel, crouch, or crawl.  The employee must occasionally lift and/or move up to 25 pounds.  Specific vision abilities required by this job include close vision, and ability to adjust focus. 

WORK SETTING/ENVIRONMENT  

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodation may be made to enable individuals with disabilities to perform the essential functions. 

The worker is not substantially exposed to adverse environmental conditions.  

The above statements are intended to describe the general nature and level of work being performed by Team Members assigned to this work.  This is not an exhaustive list of all duties and responsibilities.  Sartori Company reserves the right to amend and change responsibilities to meet business needs. 

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