What are the responsibilities and job description for the Customer Success Manager position at The Splash Lab?
Customer Success Manager
Torrance, CA | Hybrid - Full time
The Company
The Splash Lab is a global innovator in the design and manufacture of commercial restroom fixtures. We exist to make the ordinary extraordinary by creating products that architects and interior designers specify to create the restrooms of the future.
Elevator Pitch
Restrooms are the most used spaces and the least considered, we are changing this.
Our Values
- Consider it done - Passion to get stuff done fast. No follow-up needed, conscientious.
- Self-motivated - Everyone has a purpose, a drive to continually improve themselves and their role.
- Humble honest - Team players, No ego, team first and no bs.
- Simplify - 80/20 thinking is critical to growth. We only do high value activities. Focus is key to our success.
Position Summary
As Customer Success Manager, you own the end-to-end customer experience after sale. Your role ensures projects move from order to completion with clarity, professionalism, and confidence. You sit at the intersection of customers, product, and operations, making sure technical issues are captured, resolved, and learned from—turning real-world feedback into continuous improvement.
In a project-based product business:
- Unmanaged technical issues = lost trust
- Well-managed issues = long-term loyalty
This role ensures the voice of the customer directly improves the product—and protects the brand.
Our Goal This Role
Our goal is to be the easiest brand to work with, through your efforts we ensure contractors, clients and wholesalers come to love working with The Splash Lab. They will reach out to us knowing they will get rapid, accurate and clear pricing, straightforward support, honest answers and most of all leave them with a smile on their face every time they connect with our team.
Key Performance Indicators (KPIs)
- Ticket response and resolution time
- Reduction in repeat technical issues
- Customer satisfaction post-project
- Issue escalation frequency and severity
- Internal documents consistency and accuracy
Key Responsibilities
Ticketing System & Technical Request Ownership
- Own the customer-facing ticketing system (technical questions, product issues, RFIs)
- Answer customer calls and provide accurate insights on all on-going orders
- Ensure that all requests are logged, categorized, and prioritized, that clear internal ownership is assigned and SLAs are defined and met
- Act as the single point of accountability for customer
- Act as the voice of the customer within TSL, ensuring friction points are identified and resolved.
Technical Issue Oversight & Resolution
- Coordinate with Product, Engineering, and Manufacturing to resolve design, installation, performance, or quality issues and validate solutions before customer communication
- Lead customer conversations around root cause, corrective actions and preventative improvements
- Escalate recurring or high-risk issues early
- Maintain tech support billing and schedule
Project Close-out and Success Validation
- Confirm technical issues are closed, outstanding tickets are resolved and formally accepted
- Documentation and as-built information is complete
- Learnings are transferred to the internal team and referred to.
Ideal Profile
- Experience in technical or project-driven environments
- Comfortable coordinating engineers, designers, and manufacturers without direct authority
- Strong communicator with technical credibility
- Calm under pressure and highly organized
- Process-driven, transparent, and detail-oriented
Reporting
- Open Tickets & Issue Resolution Timing
- Tech Support Revenue monitoring
Please apply online at Careers | The Splash Lab USA