Customer Success Manager

HPS, Inc., The Company:

HPS, Inc., a leader in seal design and supply, is seeking a Customer Success Manager. Solving technical problems, delivering the best solutions, and providing excellent customer service are top priorities for our organization. We offer competitive wages, paid time off, company holidays, a comprehensive benefits package, and a company-wide quarterly bonus program. Founded in 1975, HPS Inc. is a family-owned business, staffed by a team of professionals in a collaborative environment.

HPS, Inc. recognizes that a well-rounded, fulfilled team member knows their value, purpose, and is given the opportunity to make a difference with their work. We value work-life balance through generous paid time off, company-wide breaks during paid holidays, and the belief that great work happens at work. HPS feeds employees’ minds with specialized paid training and tuition reimbursement benefits after applicable waiting periods, and their bodies with our legendary “Bagel Fridays” and unlimited snacks and drinks throughout the office and warehouse.

Our Customer Success Manager, reporting to our General Manger, will lead the Customer Success Team to provide prompt, professional and accurate service to our customers, ensuring their satisfaction and driving adoption and retention of HPS products/services. This role is crucial in maximizing customer lifetime value and fostering long-term partnerships.

The Customer Success Manager will be responsible for:

• Building a team of Customer Success Associates through the customer onboarding process, providing training when necessary, and supporting the team to ensure smooth implementation.
• Leading the Customer Success (CS) Team and collaborating with other department managers to ensure the achievement of the CS Team’s mission, which includes assisting in the development of, then leading the implementation of strategies and processes that deliver consistent customer satisfaction through all phases of the customer lifecycle and promote retention.
• Serving as the primary point of contact for assigned customer accounts, establishing, and nurturing strong relationships with key stakeholders. 
• Intimately understanding the customers’ business objectives and challenges, and proactively identifying opportunities to address those needs with HPS products/services. 
• Conducting regular check-ins with customers to assess satisfaction levels, gather feedback, and stay ahead of any concerns or issues. 
• Taking full ownership in driving the resolution of customer issues by leading the conversation to collaborate cross-functionally with operations teams (Engineering, Supply Chain, Order Fulfillment).
• Collaborating closely with the HPS Sales Team to deliver seamless and exceptional customer support, ensuring the customer’s ultimate success and satisfaction.
• Developing and delivering customer success plans, outlining their goals, milestones, and strategies for achieving success. 
• Ensuring that project/department milestones/goals are met.
• Staying informed and educated of HPS product knowledge to ensure customers are presented with the best solutions for their business.

The ideal candidate is:

• Able to completely own the resolution of customer issues, taking a proactive and consultative approach in a fast-paced, dynamic environment while maintaining a high attention to detail, accuracy, and professional demeanor. 
• Respected as the true and trusted leader of the Customer Success Team, offering clear instruction, objectivity, support, and guidance, while inspiring and motivating teammates to achieve Company goals.   
• Strongly skilled in Project Management to effectively navigate the multifaceted nature of the role and successfully coordinate various tasks and initiatives to ensure customer satisfaction and success.
• An excellent communicator with strong people skills to build rapport and trust with key account contacts and stakeholders.
• Able to understand products that are technical in nature and effectively communicate technical concepts to technical and non-technical audiences.

Requirements:

• Minimum 5 years in Customer Service, Customer Success, Account Management, or a related field with a minimum of 3 years in a leadership/supervisory role.
• Bachelor’s degree in business or related field.
• Proficient in Microsoft 365, Microsoft Business Central and experience working with a CRM tool, preferably Salesforce.
• Ability to pass pre-employment screening, which includes a drug test and a background check.
• Ability to work first shift: 8:30am – 5:00pm EST Monday-Friday. Limited hybrid work arrangement available.
• Ability to work independently, while keeping deliverables and deadlines top of mind for multiple accounts while maintaining trusted relationships.
• Ability to understand customer needs and deliver client-focused solutions. 
• Must have excellent written and verbal communication skills (English) with the ability to build rapport and trust with customers.
• Must be legally authorized to work in the U.S. and will not require sponsorship.
• Open to travelling up to 10%, variable throughout the year depending on business needs.

HPS Inc. offers:

• Competitive wages dependent upon experience and additional pay increases on an annual basis
• Comprehensive benefits package to include medical, Rx, dental, vision, STD, LTD, 401K and HSA
• Quarterly bonus (depending on meeting sales targets)
• Training and Tuition Reimbursement benefits
• Company paid holidays
• Paid time off beginning at 15 days/ year (prorated in year 1)

Join us: If you are an outgoing, solution-seeking customer success leader looking to utilize your consultative and nurturing approach to drive customer success, we want to hear from you. Apply now and become part of the HPS, Inc. Team!