Customer Success Manager

Position Summary

The Customer Success Manager leads the Customer Service department in creating, maintaining, and continually enhancing a high‑quality customer experience for Cortec Corporation distributors and end users worldwide. The role oversees the day‑to‑day activities of Customer Service team members and supports each employee’s professional development to help deliver strong service, responsiveness, and accuracy in all customer interactions. The Customer Success Manager is responsible for identifying customer service and order‑management process improvement opportunities and working collaboratively to develop and implement them.

The role ensures that policies and practices established by leadership and other departments are effectively implemented and consistently followed throughout the department, with an emphasis on customer interactions, pricing, and order‑related policies and processes.

• Lead the customer service team to deliver strong service levels, resolve escalated customer issues, and provide timely and accurate quotations.
• Develop the team through coaching, training, and cross‑training to improve performance and capabilities.
• Manage the team’s performance by setting expectations, monitoring quality and timeliness, addressing performance concerns, and completing evaluations.
• Partner with Sales, Business Development, and other functions to resolve customer issues, support exception decisions, and ensure alignment on service standards and customer commitments.
• Represent Customer Service in cross‑functional initiatives and lead process improvement efforts that elevate customer experience and operating efficiency.
• Use service data, reports, and operational metrics to monitor performance, identify trends, and drive corrective and continuous improvement actions.
• Implement and communicate company policies, procedures, pricing guidelines, and service standards to ensure consistent execution.
• Manage price list updates and other change projects, recommending adjustments that support margin health and business needs.
• Lead analysis of distributor order patterns and partner with distributors to help reduce costs or improve delivery schedules.
• Implement company values and communicate corporate vision to generate a strong team culture with high employee engagement.

• BA or BS degree required.

• 3+ years of prior experience in customer service leadership in a technical, manufacturing, industrial, or B2B setting.
• Proficiency with Microsoft Office Suite of products;
  Epicor software (Enterprise Resource Planning) knowledge is a benefit.
• Ability to analyze service‑related information, prioritize work, and support process improvements.

• Primary work location:
  St. Paul MN Corporate Headquarters.
• Standard business hours with flexibility to support customer and department needs.
• Ability and willingness to travel up to 10%.