International Customer Success Manager

This is an IN-OFFICE position located in Milford, OH

The International Customer Success Manager supports the growth, adoption, and long-term success of Melink solutions across international markets. This role combines strategic account management, partner enablement, program execution, and business development to expand Melink’s global footprint while delivering a consistently high standard of customer and partner experience.

The role serves as a primary relationship owner for assigned strategic partners and international accounts. It oversees program rollouts alongside Operations, helps resolve operational issues, works with Engineering on technical items, identifies and onboards new partners, develops partner capabilities, creates and advances new opportunities, and maintains clear visibility into account health, pipeline, forecasts, and growth priorities. This role reports to the Director of Sales.

Essential Duties and Responsibilities

Customer Success & Strategic Account Management

• Serve as the primary day-to-day point of contact for assigned strategic partners and international accounts, managing communication and priorities across active programs and working with Operations and scheduling and logistics.
• Build trusted relationships at multiple levels within partner and customer organizations to strengthen engagement, adoption, retention, and long-term growth.
• Facilitate quarterly and annual business reviews, program discussions, and other key touchpoints to align stakeholders on performance, priorities, timelines, risks, and outcomes.
• Monitor account health and partner satisfaction, proactively identifying concerns, communicating risks, and coordinating corrective actions.
• Maintain accurate account documentation, communication records, action items, issue logs, deliverables, and program status reporting.

International Business Development & Revenue Growth

• Build, manage, and grow a high-performing international channel partner network, including OEMs, resellers, and service-only providers.
• Develop partner and end-user pipeline by identifying target accounts, expansion opportunities, additional locations, and new service offerings.
• Align with partners on annual growth targets, opportunity plans, and revenue expectations; track progress and address performance gaps.
• Participate in customer meetings, site assessments, executive presentations, trade missions, and industry events to develop and close opportunities.

Partner Enablement & Deal Support

• Deliver sales coaching and product education, and coordinate technical training with Engineering, so partners can position Intelli-Hood effectively and communicate energy savings, operational value, and return on investment.
• Provide commercial and strategic guidance throughout the sales cycle, system rollout, and ongoing account relationship, engaging Engineering on technical questions.
• Support key customer engagements and bring in the right internal resources to scope, propose, and expand programs.
• Help partners establish repeatable market-development plans, account strategies, and follow-up practices.

Program Execution & Cross-Functional Coordination

• Oversee the rollout and adoption of Intelli-Hood across partner and customer locations, working with Operations on scheduling and installation coordination to ensure clear ownership, timely follow-through, and consistent service experience.
• Partner with Operations, Field Service, Engineering, Quality, Finance, and Sales to deliver responsive, high-quality solutions.
• Collaborate with the Engineering Lead and other technical resources on BOM scoping, issue processing, system integration, solution delivery, and engagement with global equipment suppliers.
• Identify, escalate, and help resolve operational and technical issues with urgency, professionalism, and a solutions-oriented approach.

Forecasting, Market Intelligence & Strategic Planning

• Maintain accurate CRM records, forecasts, pipeline visibility, account plans, and program reporting across assigned partners and territories.
• Analyze market conditions, energy costs, incentives, codes, standards, and competitive activity to prioritize opportunities and strengthen market positioning.
• Provide leadership with clear updates on account health, partner performance, pipeline, revenue outlook, risks, and recommended actions.
• Represent Melink professionally in all customer, partner, supplier, and industry interactions.
• Perform other duties as assigned.

Qualifications

• Bachelor’s degree required; Business, Mechanical Engineering, or a related technical field preferred.
• Five or more years of experience in B2B sales, business development, customer success, account management, or program coordination; experience in HVAC, commercial kitchen equipment, or energy efficiency preferred.
• Experience managing large, complex national or global accounts and building or growing channel partners or distribution networks.
• Demonstrated ability to develop pipeline, support complex multi-stakeholder deals, manage program execution, and identify account-expansion opportunities.
• Strong commercial acumen, including forecasting, pipeline management, revenue planning, and business-review preparation.
• Technical aptitude with mechanical or electrical systems and the ability to translate technical concepts, energy savings, and ROI into clear business value.
• Excellent written, verbal, presentation, and relationship-management skills; comfortable engaging across organizational levels and cultures.
• Strong organizational skills with the ability to manage multiple priorities, deadlines, accounts, and stakeholders simultaneously.
• Proficiency with CRM and ERP systems; HubSpot and SAP experience preferred.
• English required; second language preferred.
• High level of integrity, professionalism, initiative, ownership, and personal accountability.
• Willingness and ability to travel domestically and internationally up to 25%, as well willingness to schedule/take calls with international customers outside normal USA working hours when necessary.

Physical Demands

The physical demands described here are representative of those required to successfully perform the essential functions of this role. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The employee is regularly required to communicate, present, stand, walk, and navigate active commercial and job-site environments. The employee must occasionally lift and/or move up to 10 pounds. Frequent domestic and international travel, including overnight trips, is required for this position.

Competencies

• Ownership - Takes full responsibility for commitments, account health, partner performance, pipeline development, program execution, and results. Proactively addresses gaps and follows through.
• Customer Focus - Understands what partners, end users, and internal customers value. Builds trust, resolves issues, and delivers measurable value that supports retention and growth.
• Communication - Communicates clearly, concisely, and professionally across cultures and organizational levels. Translates technical information into relevant business value.
• Continuous Improvement - Seeks feedback and identifies better, faster, and more effective ways to improve partner enablement, customer experience, and commercial performance.
• Resourcefulness - Uses available resources creatively and efficiently to solve problems, navigate complex markets, and move programs and opportunities forward.

Melink Corporation is an Equal Opportunity Employer