Customer Success Manager Gems Setra Plainville, CT, Posted ago

Position: Customer Success Manager Gems Setra Plainville, CT, United States Posted 2 hours ago
** North America Customer Success Manager
*** Gems Setra | On-Site - Plainville, CT |

Reports to:

Head of Sales Operations & Marketing
* The North America Customer Success Manager leads the regional customer success organization, including Customer Success Specialists responsible for day-to-day customer support and Strategic Customer Success Representatives focused on key account engagement. This role is accountable for improving daily service execution while building a more proactive customer engagement model that strengthens key account satisfaction, retention, and the overall customer experience.
*
* Key Responsibilities:

**** Customer Success Strategy & Operating Model
*** Lead a unified customer success model across tactical support and strategic account teams.
* Establish clear roles, service standards, escalation paths, and engagement expectations.
* Shift the team from reactive issue resolution toward proactive customer management.
** Team Leadership & Development
*** Coach, develop, and support a high-performing Customer Success team.
* Set priorities, allocate resources, and reinforce accountability through regular performance cadence.
* Build team capability and leadership bench strength through development planning and standard work.
** Operational Excellence & Customer Experience
*** Own key service metrics such as response time, resolution time, backlog health, customer satisfaction, and escalation responsiveness.
* Lead root cause problem solving and continuous improvement efforts to reduce recurring issues and improve consistency.
* Use customer feedback and data to identify trends, prioritize improvements, and strengthen the customer journey.
** Strategic Account Support
*** Oversee proactive engagement plans for key customers to improve satisfaction, responsiveness, and retention.
* Partner with Sales and Commercial teams to align customer support with account priorities and business needs.
* Ensure strategic customer issues are identified early and addressed through strong cross-functional follow-through.
** Cross-Functional Collaboration & Systems Adoption
*** Partner with Sales, Operations, Technical Support, Marketing, Finance, and Product teams to improve end-to-end customer outcomes.
* Drive adoption of CRM, ERP, case management, reporting, automation, and digital tools that improve customer success execution.
* Communicate customer priorities, risks, and performance trends clearly to leadership and business partners.
*
* Qualifications:

**** Required
* ** 7+ years of experience in customer success, customer service leadership, commercial operations, or related B2B support functions.
* Experience leading teams, setting priorities, coaching employees, and delivering measurable operational results.
* Strong problem-solving and analytical capability with experience using KPIs to improve performance.
* Ability to influence across functions and resolve customer or operational issues in a matrixed environment.
* Familiarity with CRM, ERP, case management, or reporting systems.
** Preferred
* ** Bachelor's degree in related field
* Experience leading both high-volume service teams and strategic customer-facing support roles.
* Experience in industrial, manufacturing, technical products, or complex B2B environments.
* Working knowledge of continuous improvement, daily management, root cause problem solving, or lean operating practices.
* Salesforce & Oracle (JDE) experience preferred.
** Why This Role Matters:
** This role is critical to elevating North America Customer Success from a reactive support function to a disciplined, proactive operating model that improves customer satisfaction, strengthens key account relationships, and scales with future business needs.#LI-JW2
** Ralliant Corporation Overview
** Ralliant, originally part of Fortive, now stands as a bold, independent public company driving innovation at the forefront of precision technology. With a global footprint and a legacy of excellence, we empower engineers to bring next-generation breakthroughs to life — faster, smarter, and more reliably. Our high-performance instruments, sensors, and subsystems fuel mission-critical advancements across…