Customer Success Manager

Summary

Join our innovative, data-driven company as a Customer Success Manager! You will cultivate long-term client relationships, drive satisfaction, and lead event strategy and execution. Working closely with the sales team, you'll ensure alignment and maximize customer value. You will also champion the voice of the customer internally, fostering employee engagement and cross-team alignment. This role involves building relationships, leading onboarding, gathering customer feedback, collaborating effectively, developing customer growth strategies, and measuring success using a CRM-driven model. The ideal candidate will have 3-5 years of experience in a customer success or related role and strong communication and data analysis skills.

Requirements

• 3-5 years of experience in a customer success, account management, or B2B customer support role
• Experience using CRM tools (HubSpot, Salesforce, or similar) to manage customer data and outreach
• Strong communication and relationship-building skills—you enjoy working with people and solving problems
• Comfortable interpreting data and turning it into actionable insights
• A proactive, solution-oriented mindset with the ability to work independently and collaboratively
• Leadership/ collaboration skills
• Must be willing to travel up to 20% annually
• Prolonged periods of sitting at a desk and working on a computer
• Must be able to occasionally lift, push or pull 25 pounds, occasional bending and reaching
• Must be able to pass a background check and drug screen

Responsibilities

• Building Relationships: Own strategy around customer relationships by collaborating with Sales Managers to drive customer engagement and satisfaction. Support key distributor accounts through onboarding, customer experience programs, and retention initiatives, strengthening long-term customer loyalty
• Onboarding and Implementation: Lead onboarding for new customers, ensuring they understand DWC’s tools (FastQuote, digital catalogs, etc.) and value-added services
• Gathering Feedback and Addressing Customer Needs: Design and implement feedback systems, turning customer insights into strategic actions that strengthen relationships and retention. Maintain regular check-ins with customers to gather insights and provide solutions that improve satisfaction
• Collaboration and Communication: Work closely with marketing to create educational materials, how-to content, and customer engagement campaigns. Collaborate with sales teams and others to ensure a cohesive and customer-centric approach
• Customer Growth Strategy: Identify opportunities for upselling, cross-selling, or re-engaging inactive accounts in collaboration with the sales team
• Measuring success and Tracking Progress: Build and maintain a scalable, CRM-driven customer health scoring model to ensure visibility into distributor activities, support proactive account growth, establish retention baselines, and track key performance indicators to drive and report measurable gains in loyalty and engagement
• Perform other duties as assigned

Preferred Qualifications

• Experience in distribution, electrical, or industrial industry is preferred
• Familiarity with email marketing, onboarding journeys, or customer training is preferred

Benefits

• Medical, Dental, Vision Insurance
• Company paid Life
• Voluntary life, short- and long-term disability
• 401k
• Excellent time off options