Customer Success Manager

ABOUT US:

Quality Enclosures, Inc. manufactures the highest quality shower enclosures and tempered glass with unmatched customer service. Consisting of multiple tempering and manufacturing facilities throughout the eastern United States, Quality Enclosures is a family-owned and operated company devoted to our employees – YOU make us the best at what we do! The Quality Enclosure philosophy is “hire to retire” and we’re excited to have you join our growing family.

POSITION SUMMARY:

The Customer Success Manager (CSM) will lead and inspire the customer success team to provide exceptional support, build strong B2B relationships, and elevate the service experience for our valued customers. This role requires a proactive leader who can implement process improvements, enhance customer satisfaction, and ensure efficient order management while aligning with company growth objectives.

The CSM must also embody and instill an exceptional experience mentality , ensuring every customer feels heard, respected, and appreciated. This role blends process discipline with human interaction, fostering a service culture comparable to the world’s best hospitality organizations, where urgency, empathy, and collaboration are the standard.

PRIMARY RESPONSIBILITIES:

• Champion a customer-first mindset that mirrors best-in-class service organizations, ensuring every interaction builds trust and loyalty
• Lead, mentor, and develop a high-performing customer success team
• Foster a culture of accountability, continuous improvement, and customer-centricity
• Set clear performance metrics and provide ongoing coaching and training
• Train and guide the team to balance technology-driven efficiency with authentic human connection
• Drive team engagement and motivation to ensure excellence in customer interactions
• Proactively address customer concerns and resolve escalations promptly
• Create a culture where customers consistently feel valued through responsiveness, respect, and proactive care
• Develop and enhance standard operating procedures
• Monitor key performance indicators (KPI’s) for customer service effectiveness
• Collaborate with internal teams to align service requirements with business goals and manufacturing capabilities
• Provide regular reports and insights to senior leadership on customer service trends and improvements
• Produce essential reports, including weekly team metrics, weekly case reports, phone queue stats, daily productivity metrics, and quarterly team metrics
• Maintain ongoing professional development to ensure best practices, theories, and technologies are being utilized to remain current and competitive in the market

REQUIRED EDUCATION AND EXPERIENCE:

• Bachelor’s degree in business administration, communication, hospitality, or a related field or 10 years of equivalent experience.
• 5+ years of experience in B2B customer service team management
• Proven leadership, coaching, and team development strategies
• Successful experience in driving customer service excellence with measurable results
• Proficient in customer service software, Freshdesk or similar workflow ticketing system, and Microsoft Office Suite
• Ability to work efficiently in a fast-paced environment and manage multiple priorities without sacrificing the customer experience

PHYSICAL DEMANDS:

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

• Ability to use standard office equipment to include computers, phones, scanners, copiers, etc.
• Ability to sit frequently for long periods of time with intermittent periods of standing and walking
• Travel to QE facilities and customers by car and air required up to 20%
• Able to lift up to 20 lbs

WORKING CONDITIONS:

• Works primarily indoors in an office setting
• Ability to work outside of standard office hours when needed
• Exposure to moving equipment and possible glass break when in the manufacturing areas
• Potential exposure to extreme temperatures and loud noises
• Personal Protective Equipment (PPE) required in designated areas

This job description includes but is not limited to, the duties and responsibilities noted above. The essential functions of this job description are not exhaustive and may be supplemented.

Quality Enclosures is an EOE / Drug-Free Workplace