Customer Success Manager (Manufacturing)

TL;DR

Customer Success Manager (Manufacturing): Leading the regional customer success organization to transition from reactive support to a proactive engagement model with an accent on operational excellence, team development, and key account satisfaction. Focus on driving CRM/ERP adoption, optimizing service metrics, and fostering cross-functional collaboration to improve end-to-end customer outcomes.

Location: On-site in Plainville, CT, United States

Salary: $100,870–$187,110

Company

hirify.global is an independent public company specializing in precision technology, sensing, and monitoring solutions for mission-critical industrial applications.

What you will do

• Lead and develop a high-performing team of Customer Success Specialists and Strategic Representatives.
• Shift the department from reactive issue resolution to a proactive customer management model.
• Own key service metrics including response time, resolution time, and customer satisfaction.
• Partner with Sales and Commercial teams to align support strategies with account priorities.
• Drive the adoption of CRM, ERP, and automation tools to improve operational efficiency.
• Communicate performance trends, risks, and customer priorities to leadership.

Requirements

• 7+ years of experience in customer success, commercial operations, or B2B support leadership.
• Proven track record of leading teams, coaching employees, and delivering measurable operational results.
• Strong analytical capability with experience using KPIs to drive performance improvements.
• Ability to influence and resolve issues within a complex, matrixed environment.
• Familiarity with CRM, ERP, and case management systems.
• Must be able to work on-site in Plainville, CT.

Nice to have

• Bachelor's degree in a related field.
• Experience in industrial, manufacturing, or technical product environments.
• Working knowledge of lean operating practices or root cause problem solving.
• Proficiency with Salesforce and Oracle (JDE).

Culture & Benefits

• Competitive compensation package including bonus eligibility.
• Opportunity to shape a proactive operating model in a global, innovation-driven company.
• Collaborative environment working across Sales, Product, and Technical Support teams.
• Commitment to diversity and equal opportunity employment.