Customer Success Manager

Job Title:

Customer Success Manager

Location:

Dallas, TX

Travel:
Travel to Isembard manufacturing locations and customer sites as required

Salary: $110,000-$130,000

Equity:
Benchmarked

Isembard offers a competitive benefits package designed to support the health, financial well-being, and day-to-day experience of our team, including:

• Comprehensive medical, dental, and vision insurance
• 401(k) retirement plan with a 3% employer match for U.S.
  
  -based employees
• Generous PTO allowance
• Generous paid parental leave
• Company-sponsored team events and social activities
• Complimentary meals, snacks, and beverages provided regularly at our Dallas HQ

Benefits may vary by location and can be discussed during the interview process.

Isembard is making manufacturing faster, cheaper and greener. We manufacture high-precision parts, enabled by our proprietary software MasonOS. We serve customers in aerospace, defense and wider critical industries.

Our team has experience from the military, government, large enterprises and a successfully exited technology business. We were founded in 2024 and are backed by leading venture capital investors.

Our mission is to forge industrial acceleration.

We're seeking a Customer Success Managers based in Dallas to own the relationship between Isembard and the defense, aerospace, and energy customers who depend on us to deliver precision-machined parts on time and to spec.

This role sits at the intersection of production, quality, and the customer's mission- critical timelines. You will be the primary point of contact for a portfolio of accounts, translating shop-floor reality into clear, proactive customer communication, and translating customer priorities back into production urgency internally.

This is a high-visibility role in a fast-growing company where a single account issue can elevate to executive leadership within days, and where your judgment on tone, timing, and channel directly protects Isembard's reputation with the customers who matter most.

• Serve as the named point of contact for an assigned portfolio of customer accounts across defense, aerospace, and energy.
• Build and maintain trusted relationships with customer program managers, quality leads, and procurement contacts.
• Track order status, delivery milestones, and open issues for every account in your portfolio, and know the status of every active PO without being asked.
• Own the customer relationship end-to-end: onboarding, order tracking, issue resolution, and renewal/expansion conversations.

• Communicate schedule risk, quality concerns, or delays to customers before they ask. Proactive disclosure is the standard, not the exception.
• Select the right channel and tone for the situation: a production delay warrants a call or a structured written update, not a one-line Slack or email.
• Draft and deliver clear, accurate status updates, corrective action summaries, and recovery plans in partnership with Production, Quality, and Engineering.
• Escalate internally the moment an account is at risk, with enough lead time for leadership to engage before the customer has to.

• Partner with Production and Operations to understand real capacity, scheduling constraints, and risk on every job tied to your accounts.
• Work with Quality on nonconformance reporting, root cause investigations, and corrective action plans that go back to the customer.
• Feed customer priorities and commitments back into internal scheduling and BD conversations so nothing is promised that the shop floor can’t deliver.
• Support new account onboarding, including scope definition, communication cadence, and expectation-setting from day one.

• Maintain accurate account records and communication history using Isembard's internal tools, including Mason OS, CRM, and shared trackers.
• Identify recurring account issues and help build repeatable playbooks, including templates, escalation paths, and communication standards, that raise the bar across the whole customer success function.
• Contribute to training materials and best practices for customer communication, tone, and channel selection as the team and account base grow.

• Experience:
  
  3+ years in customer success, account management, or program management, ideally in manufacturing, aerospace, defense, or another regulated, delivery-driven industry.
• Communication:
  Excellent written and verbal communication skills, with sound judgment on when a situation needs a phone call versus an email versus a Slack message.
• Composure under pressure:
  Comfortable owning difficult conversations, including schedule slips, quality issues, and cost overruns, and turning them into structured, credible recovery plans.
• Technical fluency:
  Ability to learn enough about CNC manufacturing, tolerances, and production scheduling to speak credibly with both customers and the shop floor. Prior exposure to manufacturing,…