Reporting to the Chief Commercial Officer, the Manager, Customer Success - North America will build and lead a proactive customer success organization that makes it easy for customers to get answers, resolve issues quickly, and do business with HPS. This role will drive the evolution of customer service from a reactive support model to a customer-centric operation focused on accountability, service excellence, continuous improvement, and long-term customer loyalty.
The successful candidate will bring strong leadership, operational expertise, and a passion for creating seamless customer experiences while partnering closely with Sales, Engineering, Operations, Marketing, and other key stakeholders across the organization.
Key Responsibilities Include:- Design, implement, and continuously improve a scalable North American Customer Success operating model.
- Establish clear ownership, service standards, escalation paths, routing processes, and service levels.
- Lead the transition from reactive customer support to proactive customer advocacy and issue resolution.
- Drive initiatives that improve customer satisfaction, retention, and business performance.
- Analyze customer, service, and operational data to identify trends, bottlenecks, and improvement opportunities.
- Develop and maintain standard operating procedures, performance metrics, and governance routines.
- Partner with Sales, Quoting, Engineering, Operations, and Marketing to improve the end-to-end customer journey.
- Lead the resolution of complex customer issues and service recovery situations.
- Balance customer expectations, business priorities, profitability, and long-term relationship management.
- Serve as a trusted advisor for customer experience strategy and execution.
- Support the implementation and optimization of customer success tools, CRM solutions, reporting platforms, knowledge management systems, and AI-enabled capabilities.
- Lead, coach, and develop a high-performing Customer Success team across North America.
- Foster a culture of accountability, collaboration, problem-solving, and customer focus.
- Manage performance, succession planning, talent development, and workforce planning activities.
Knowledge & Skills:- Customer Success strategy and operating model design
- Customer experience and service recovery management
- Data analytics and performance management
- Process improvement and operational excellence
- Cross-functional leadership and influence
- Change management and organizational transformation
- CRM and customer technology platforms
- Knowledge management and AI-enabled service solutions
- Experience within manufacturing, industrial, engineered products, electrical, or technical solutions environments is strongly preferred.
- Familiarity with ISO 9001, ISO 14000, Lean principles, and continuous improvement methodologies.
- Ability to travel throughout North America as required.
Do you qualify? We are seeking:- Bachelor's degree in Business Administration, Operations Management, Engineering, Supply Chain, Customer Experience, or a related field.
- Minimum 10 years of progressive leadership experience in Customer Success, Customer Experience, Customer Operations, Customer Service, or a related function.
- Experience leading customer-facing teams within a complex B2B manufacturing environment.
- Proven success leading service transformation initiatives that improved customer experience and operational performance.
- Experience managing customer interactions involving orders, quotations, technical inquiries, and cross-functional coordination.
- Demonstrated success leading and developing high-performing teams.
Some of the benefits of working at Hammond: At Hammond Power Solutions (HPS), we provide market-competitive compensation that reflects performance, skills, and current market conditions. For this role, the base salary range is $112,400.00 to $140,000.00 with final offers determined by experience, qualifications, and role complexity.
We recognize that exceptional candidates may bring unique strengths, and we do not want this range to limit or discourage anyone from applying. In addition to base pay, this position includes a comprehensive benefits package and is eligible for performance-based incentives. We welcome open conversations about compensation throughout the hiring process.
We are Great Place to Work Certified! Our people work hard for us-so we make sure our benefits work hard for them. Our equitable pay, benefits, and practices prioritize security, health, and well-being while sharing in our business success through variable pay programs and our Employee Stock Ownership Program.
Our core benefits focus on wellness, mental health, and financial security when employees need them the most, early career or getting ready for retirement. We also support work-life balance through flexible work schedules, paid time off, and leaves of absence. Employees and their families also have access to our confidential, best-in-class Employee and Family Assistance Program (EFAP).
We are committed to sustainable business practices and offer opportunities for our employees to support the communities where we live and work through our Hammond Giving Strategy.
