What are the responsibilities and job description for the Customer Success Manager position at Cush Suspensions?
About Us
At Cush Suspensions, we are leaders in designing and manufacturing heavy-duty truck suspension systems built to perform in the most demanding conditions. Our products serve fleets, OEMs, and aftermarket channels across North America. We pride ourselves on delivering durable, high-performance solutions and ensuring our customers stay on the road, no matter what.
As we grow, we’re looking for a Customer Success Manager who thrives in a reactive sales environment and is passionate about solving problems, building trust, and strengthening long-term relationships with our valued customers.
Position Summary
The Customer Success Manager (CSM) is the frontline liaison between our customers and internal teams. This role focuses on managing incoming customer needs and ensuring satisfaction through responsive communication, solution delivery, and strategic account nurturing. This is not a traditional outbound sales position—our success is built on rapid, knowledgeable responses to customers who come to us with time-sensitive challenges.
Key Responsibilities
- Act as the primary point of contact for assigned customers, ensuring timely and accurate resolution of inquiries, orders, and product support requests.
- Manage inbound requests (calls, emails, web leads) and follow up with technical or sales resources as needed.
- Develop a deep understanding of our suspension systems, applications, and common customer pain points.
- Track and monitor open issues, backorders, and fulfillment timelines, keeping customers informed throughout the process.
- Collaborate closely with engineering, production, and logistics to deliver solutions that meet customer expectations.
- Identify opportunities for upselling or cross-selling based on customer usage patterns and upcoming projects.
- Maintain accurate CRM records, track customer interactions, and generate regular reports on satisfaction and performance metrics.
- Assist in post-sale support and warranty coordination when necessary.
Requirements
- 3–5 years of experience in customer success, account management, or inside sales in a B2B manufacturing environment—preferably automotive or heavy-duty parts.
- Strong working knowledge of truck or trailer suspension systems (preferred) or willingness to learn quickly.
- Demonstrated ability to work in a fast-paced, reactive customer service or sales environment.
- Excellent communication and interpersonal skills, with a strong problem-solving mindset.
- Proficiency in CRM software (Salesforce, HubSpot, etc.) and Microsoft Office Suite.
- Technical aptitude or mechanical inclination is a plus.
- Strong organizational and multitasking abilities.
What We Offer
- Competitive salary performance bonus
- Comprehensive health, dental, and vision coverage
- 401(k) with company match
- Ongoing training and development in a specialized industry
- Supportive team environment with opportunities for advancement
Ready to Join Us?
If you're motivated by real customer impact, hands-on problem-solving, and being part of a company that builds rugged products for demanding customers, we want to hear from you.
Apply today!
Job Type: Full-time
Pay: $60,000.00 - $70,000.00 per year
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Flexible schedule
- Health insurance
- Life insurance
- Paid time off
- Parental leave
- Referral program
- Vision insurance
Schedule:
- 8 hour shift
- Day shift
- Monday to Friday
Work Location: In person
Salary : $60,000 - $70,000
