Senior Customer Success Manager

We are looking for an experienced Senior Customer Success Manager to lead customer-facing service operations for a wholesale distribution organization in Monroe, North Carolina. This contract opportunity with permanent potential is ideal for a leader who can strengthen service delivery, guide high-performing teams, and elevate the overall customer experience across technical support and account interactions. The role blends people leadership, process optimization, and cross-functional partnership to ensure customers receive responsive, consistent, and solutions-oriented support.

Responsibilities:

• Lead and coach customer success and technical service teams, creating clear goals, accountability measures, and development opportunities that support strong performance.
• Oversee the full customer support experience, including onboarding, technical guidance, order-related assistance, delivery coordination, invoicing questions, credit adjustments, and issue resolution.
• Champion a service culture centered on responsiveness, quality, and continuous improvement across every customer touchpoint.
• Act as a senior point of contact for high-priority accounts and complex escalations, ensuring concerns are addressed effectively and professionally.
• Establish and refine service standards, communication practices, and customer experience expectations to promote consistency across teams.
• Review operational and service metrics to identify trends, measure effectiveness, and implement targeted improvements based on customer feedback.
• Maintain and enhance customer-facing procedures, standard operating documentation, training resources, and best practice guidelines.
• Partner with internal stakeholders to improve workflows, strengthen system adoption, and support automation and digital tools that improve customer outcomes.
• Contribute to talent planning efforts by supporting employee growth, leadership development, and long-term team continuity.
• Bachelor’s degree in Business, Life Sciences, Healthcare, Customer Experience, or a related discipline; equivalent relevant experience may be considered.
• At least 10 years of experience in technical service, customer service, customer success, or another customer-facing function.
• Minimum of 5 years of experience leading and developing teams in a customer-facing environment.
• Demonstrated success in customer relationship management, service recovery, escalation handling, and operational process improvement.
• Experience working with customer service and CRM platforms, including Salesforce and similar business systems.
• Strong ability to analyze service performance data and use insights to improve team effectiveness and customer satisfaction.
• Excellent communication and collaboration skills, with the ability to work across departments and advocate for customer needs.
• Background in customer account support, service coordination, scheduling, or high-volume customer service environments is preferred.