Customer Success and Support Manager

Company Overview

ESPEC North America (ENA) is a partner in environmental and accelerated reliability test chambers and solutions, with a long history and deep expertise in making the world a better place through higher quality, more reliable products.

We continually aim to grow by building responsive, innovative partnerships with customers, vendors, and strategic allies, and creating opportunities for team members. Our cornerstone is to be the most reliable and accessible supplier of testing solutions.

The Customer Success & Support Manager leads a team to ensure customers realize maximum value from our products and services, overseeing post‑sales experience, onboarding, ongoing support, and proactive engagement.

Monday - Friday | 8AM - 5PM | Hybrid

$100,000 - $120,000

• Develop and maintain strong, long‑term customer relationships, ensuring measurable value.
• Understand customer goals, challenges, and business needs to align solutions.

• Oversee transition from sales to post‑sales support, ensuring seamless onboarding.
• Ensure customers are trained and supported to maximize product adoption.

• Monitor customer health and proactively mitigate risks.
• Identify opportunities for account growth, including expansion of services.
• Conduct regular customer reviews to assess satisfaction.

• Ensure inquiries and concerns are addressed timely and professionally.
• Collaborate with internal teams to resolve challenges.
• Track and analyze customer interactions, feedback, and support trends.
• Monitor KPIs such as CSAT, NPS, product adoption, and retention.
• Provide regular reporting and insights to leadership.

• Partner with Sales, Product, and Support teams to align efforts.
• Support revenue‑generating activities through renewals and expansions.
• Participate in customer‑facing engagements.
• Perform other duties as assigned.

• Lead, mentor, and develop a team of Customer Success professionals.
• Establish performance expectations and provide ongoing coaching.
• Conduct performance evaluations and support professional development.
• Oversee daily team operations to ensure efficiency and responsiveness.
• Collaborate with cross‑functional leaders to align priorities.

• Lead, mentor, and inspire a customer success team.
• Strong coaching and development skills.

• Focus on building long‑term customer relationships.
• Understand customer needs and align solutions.

• Excellent verbal and written communication.
• Active listening and empathetic communication.

• Proactively identify issues and resolve them efficiently.
• Analytical skills to assess needs and develop solutions.

• Work collaboratively with Sales, Marketing, Products, and Support.
• Build strong relationships across departments.

• Use metrics, KPIs, and customer feedback to guide decisions.
• Experience with customer success tools and CRM platforms.

• Resolve conflicts professionally and effectively.
• Maintain positive relationships.

• Uphold company’s core values and ethical standards.
• Act with integrity, accountability, and transparency.

Candidate must be capable of executing essential duties to a satisfactory level. Reasonable accommodation may be provided.

• Bachelor’s degree in business, marketing, or related field.

• 5+ years of customer success, account management, or related role.
• Prior leadership or team lead experience.
• Experience in technical or industrial environments is a plus.
• Proven ability to manage relationships and drive satisfaction.

• Strong communication and rapport building.
• Problem‑solving to address concerns.
• Excellent organizational skills; manage multiple accounts.
• Strong understanding of customer success metrics and CRM tools.

• Project management, customer journey mapping, or satisfaction techniques.
• Ability to learn new software quickly.

Strong reading, analysis, and communication skills. Capable of presenting information to diverse audiences.

Basic arithmetic and business math knowledge.

Apply sound judgment and analytical thinking in complex, multi‑step processes.

Mid‑level computer skills; use Microsoft Office, ERP, and email.

Regular standing, walking, sitting, using hands, reaching, speaking, and occasional lifting of up to 25 pounds.

Occasionally exposed to moving mechanical parts. Noise level usually quiet.

Up to 25% domestically and 10% internationally as needed.