Job Description

Customer Success Manager

Location: Jones Creek, TX

Job Summary

The Customer Success Manager (CSM) is responsible for managing and strengthening long-term customer relationships while ensuring a consistent, positive customer experience throughout the project lifecycle. This role serves as the primary liaison between customers and internal teams, helping clients navigate schedules, scope changes, and solutions. The focus is on customer retention, satisfaction, and long-term partnership development rather than transactional sales.

Key Responsibilities

Client Development & Relationship Management

• Serve as the primary point of contact for assigned house accounts and key customers
• Build and maintain strong, trust-based relationships with customer stakeholders
• Understand customer goals, priorities, and recurring fabrication needs
• Conduct regular check-ins, follow-ups, and site visits to maintain engagement
• Act as the customer advocate internally

Account Coordination & Support

• Coordinate with Estimating, Production, Procurement, Project Management, and Sales teams
• Communicate customer expectations, priorities, and schedules clearly to internal stakeholders
• Ensure smooth handoff from estimating/sales to execution teams
• Proactively identify and resolve customer concerns before escalation
• Assist customers with change orders, schedule adjustments, and scope clarification

Customer Retention & Growth

• Identify opportunities for repeat work and long-term account growth
• Support cross-functional opportunities aligned with customer needs
• Monitor account health, satisfaction, and feedback trends
• Provide customer insights and improvement recommendations to leadership

Market Intelligence & Strategy

• Monitor industry trends, market conditions, competitor offerings, and emerging sectors
• Identify new customer segments or fabrication opportunities aligned with organizational capabilities
• Communicate market insights to leadership to support long-term strategy
• Participate in networking events, industry trade shows, and professional associations

Documentation & Reporting

• Maintain accurate records of customer interactions, bid history, opportunities, and contacts
• Provide weekly or monthly sales forecasts, revenue summaries, and pipeline updates
• Ensure CRM usage is accurate and maintained as the system of record
• Prepare customer-facing and internal documentation as needed

Cross-Functional Collaboration

• Work with Estimating, Operations, Project Management, and leadership to ensure delivery alignment
• Communicate customer priorities, schedule risks, and potential project barriers proactively
• Support internal teams during project kickoff, scope changes, or contract discussions
• Promote teamwork, transparency, and accountability across departments

Qualifications & Requirements

Preferred

• Bachelor’s degree in Business, Marketing, Communications, Engineering, or a related field
• Experience in customer success, account management, or client-facing roles
• Understanding of fabrication processes, industry standards, and shop workflows
• Familiarity with CRM platforms and sales pipeline management
• Proficiency with Microsoft Office or similar tools
• Ability to present professionally to customers, leadership, and technical stakeholders

Required

• Minimum of 5 years of experience in customer-facing, account management, or coordination roles
• Strong communication and interpersonal skills
• Ability to manage multiple accounts in a fast-paced environment
• Strong organizational and prioritization skills
• Self-motivated and able to work independently
• Customer-focused, solutions-oriented mindset

Benefits

• Performance-based bonus tied to account growth
• 401(k), healthcare benefits, and paid time off

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