Customer Success Manager

Customer Success Manager (CSM)

Location:

Buffalo, NY (On-Site). Department:
Operations / Program Management.

Reports To:

Business Unit Director.

Employment Type:

Full-Time | Exempt.

Base pay range: $/yr - $/yr.

GTI Energy, a division of GTI Fabrication, designs and manufactures industrial modular systems, containerized energy solutions, and structural enclosures serving energy, defense, and heavy-industrial customers.

The Customer Success Manager (CSM) is a customer-facing, execution-focused role responsible for supporting assigned customer programs once contracts are in place. The CSM is primary point of contact for customers on active projects, coordinating internally with Engineering, Operations, Quality, and Supply Chain to ensure commitments are met on scope, schedule, and quality. The role focuses on operational follow-through, customer communication, and issue resolution within defined programs.

• Serve as the primary day-to-day customer contact for assigned programs.
• Communicate project status, schedules, and deliverables clearly and consistently.
• Coordinate customer requests, changes, and clarifications with internal teams.
• Ensure customer expectations remain aligned with approved scope and timelines.
• Support customer meetings, check-ins, and routine status updates.
• Partner with Engineering, Operations, Quality, and Supply Chain to track progress against program milestones.
• Help translate customer requirements into clear internal action items.
• Track schedules, risks, and dependencies and elevate issues when needed.
• Support documentation, reporting, and change tracking for assigned programs.
• Ensure handoffs between teams are clear and documented.
• Identify execution issues early and elevate appropriately.
• Support root-cause analysis and corrective actions for delivery or quality issues.
• Capture lessons learned and help improve standard program workflows.
• Assist in maintaining consistent customer experience across programs.

• Bachelor’s degree in business, engineering, operations, or a related field (or equivalent experience).
• 3–6 years of experience in customer success, program coordination, project management, or operations/manufacturing support roles.
• Experience working in a manufacturing, industrial, or technical environment.
• Strong organizational and communication skills.
• Ability to manage multiple programs or customers simultaneously.
• Comfortable working on-site in a fast-paced production environment.
• Proficiency with Microsoft Office (Excel, PowerPoint) and basic project tracking tools.

• Experience in manufacturing, fabrication, or industrial operations.
• Prior customer-facing role supporting technical or operational programs.
• Familiarity with production workflows, scheduling, or quality processes.
• Exposure to lean, continuous improvement, or ISO-based environments.
• Entry‑level project management certification or training (PMP not required).

Mid-Senior level.

Full-time.

Other.

Manufacturing.