Customer Success Relationship Manager

Proto Labs - Maple Plain, MN

Full-time - Mid Level

Hybrid - Maple Plain, MN

Plastics and Rubber Products Manufacturing

About the position

The Customer Success Relationship Manager at Protolabs is a pivotal role responsible for leading a team of Customer Success Managers. This hybrid position focuses on delivering complex customer and internal partner support, requiring strategic thinking, strong project management skills, and a passion for relationship management. The role emphasizes leadership, project oversight, relationship building, and continuous improvement to enhance customer satisfaction and operational efficiency.

Responsibilities

• Lead and mentor a team of Customer Success Managers, fostering a collaborative and results-driven environment.
• Oversee and manage projects related to customer and partner success, ensuring timely delivery and alignment with strategic business goals.
• Provide advanced support for complex customer inquiries and internal partner interactions, developing strategies to resolve issues efficiently.
• Build and maintain strong relationships with customers and internal partners, serving as the primary point of contact for escalated issues.
• Develop and drive strategies for elevated customer support and engagement, identifying opportunities for process improvements.
• Analyze and resolve problems for customers and internal partners, working on innovative solutions that can be scaled.
• Define processes and work streams tailored to specific customer profiles, managing and tracking key performance indicators (KPIs).
• Navigate ambiguity comfortably, adapting to changing circumstances with proactive strategies and driving change management within the team.
• Provide constructive feedback and collaborate with the Operations Manager to identify priorities and implement enhancements.

Requirements

• 5+ years of proven experience in customer success, relationship management, or a related field.
• 3+ years of leadership experience managing and developing a team of exempt employees.
• 2+ years of project management experience.
• Strong leadership skills with experience leading exempt employees.
• Excellent project management and organizational skills.
• Exceptional communication and interpersonal skills.
• Proficient in problem-solving with a focus on strategic solutions.
• Ability to work in a fast-paced, dynamic environment.

Benefits

• Health Insurance: Traditional OR High Deductible plan
• Flexible Spending Accounts
• Health Savings Account (including employer contributions)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid caregiver leave
• PTO + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program with a 15% discount