Customer Success Manager

Job Title: Customer Success Manager

Department: Customer Service

Reports To: Vice President, Sales & Marketing

Supervises: Customer Service Department

FLSA Status: Exempt

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Date Reviewed: December 2, 2025

Summary/Objectives: Manages all aspects of customer success by performing and/or overseeing all customer service processes. Work with all Pelco Solutions companies and departments to achieve and maintain excellent customer satisfaction results while ensuring the service and products are contributing to the customer’s long term success as well as optimizing customer loyalty and relationships. Defines the strategy and success of customer service while identifying the customer needs and business objectives.

Essential Duties and Responsibilities include the following (other duties may be assigned):

• Manage the Customer Success Team with responsibility for overall direction, coordination and evaluation
• Carries out supervisory responsibilities in accordance with Pelco policies and applicable laws, including but not limited to interviewing, hiring, and training employees; planning, assigning, and directing work; appraising performance; addressing complaints and resolving problems
• Consistent, reliable attendance and punctuality at assigned work location
• Provide training plan, training and resources for each employee within department
• Establish metrics and tracking to measure optimal department performance
• Establish and manage Customer Service Initiatives (CSI’s) for continuous improvement plan
• Develop annual business plan: strategic goals and tactical execution steps
• Oversee order process, credit memo approvals, etc.
• Provide support to Regional Sales Managers such as quotes, sales/PO data, trending information/reports, order issues and other information to assist the RSM’s
• Work with Sales to perform customer interviews and assessments to determine customer or market needs
• Bridge the gap between sales and support – onboard new customers and monitor customer satisfaction
• Keep customers engaged. Communicate regularly so concerns and ideas can be promptly addressed.
• Foster a customer-centric team environment. Collaborate with teams within Pelco to ensure customer needs are heard.
• Advocate for customer and Pelco by connecting customer wishes or needs to the larger business strategy.
• Resolve the more complex customer issues by identifying, communicating, and looking for long term solutions to pain points all while considering opportunities to expand business.
• Other responsibilities as assigned by management

Reasonable accommodations may be made to enable qualified individuals with disabilities or limitations related to, affected by, or arising out of pregnancy, childbirth or related medical conditions to perform the essential functions, unless the accommodation will cause an undue hardship.

Competencies: To perform the job successfully, an individual should demonstrate the following competencies:

• Ability to work individually or as part of a team
• Time Management Skills
• Results Driven
• Strong work ethic and commitment to excellence
• Pleasant, patient and outgoing personality with a willingness to learn
• Ability to effectively present information and respond to questions from supervisors and co-workers
• Ability to perform basic math functions, including percentages
• Ability to interpret a variety of instructions furnished in written, oral, diagram, or schedule form
• Ability to organize and manage multiple priorities – multi-task
• Must be a good communicator (written and verbal) and able to speak, read, write and understand the English language.

Education and/or Experience

Required: High School Diploma or Equivalent

Above average computer skills

Preferred: Previous experience in manufacturing/production

College degree and/or equivalent work experience

NetSuite experience

Physical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations will be made to qualified individuals in accordance with applicable state and federal law.

• Sitting for long periods of time. Frequent periods of standing and walking. Lifting up to 25lbs unassisted and occasionally lift and/or move heavier items utilizing a team lift.
• Repetitive use of hands/motion and have manual dexterity, finger dexterity, and multi-limb coordination.
• Use of appropriate personal protective equipment, when required.

• Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.

Work Environment: General office environment that is climate controlled. Will be required to visit production area occasionally and may be exposed to airborne contaminants, moving mechanical parts and vibration. Production area is not climate-controlled. The noise level may exceed permissible exposure limit and hearing protection may be required.

Position Type/Expected Hours of Work: Full-Time. 9/80 Work Schedule: 7:00AM – 5:00PM. Schedule may be changed to meet business needs.

Travel: Minimal visits to company locations and trade shows