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
