Ralliant

Customer Success Manager

Plainville, CT, United States

Sponsorship not specified$101k-$187kDetected 15 days ago

SalesforceCRMSalesERPCustomer SuccessCustomer SupportLeadershipCollaborationProblem SolvingMentoring

About the role

Establish clear roles, service standards, escalation paths, and engagement expectations.
Shift the team from reactive issue resolution toward proactive customer management.
Set priorities, allocate resources, and reinforce accountability through regular performance cadence.

Customer Success Strategy & Operating Model Lead a unified customer success model across tactical support and strategic account teams.
Team Leadership & Development Coach, develop, and support a high-performing Customer Success team.
Build team capability and leadership bench strength through development planning and standard work.
Lead root cause problem solving and continuous improvement efforts to reduce recurring issues and improve consistency.
Partner with Sales and Commercial teams to align customer support with account priorities and business needs.
Cross-Functional Collaboration & Systems Adoption Partner with Sales, Operations, Technical Support, Marketing, Finance, and Product teams to improve end-to-end customer outcomes.
Drive adoption of CRM, ERP, case management, reporting, automation, and digital tools that improve customer success execution.
Communicate customer priorities, risks, and performance trends clearly to leadership and business partners.
Head of Sales Operations & Marketing The North America Customer Success Manager leads the regional customer success organization, including Customer Success Specialists responsible for day-to-day customer support and Strategic Customer Success Representatives focused on key account engagement.
This role is accountable for improving daily service execution while building a more proactive customer engagement model that strengthens key account satisfaction, retention, and the overall customer experience.

Required 7+ years of experience in customer success, customer service leadership, commercial operations, or related B2B support functions.
Experience leading teams, setting priorities, coaching employees, and delivering measurable operational results.
Ability to influence across functions and resolve customer or operational issues in a matrixed environment.
Familiarity with CRM, ERP, case management, or reporting systems.
Experience in industrial, manufacturing, technical products, or complex B2B environments.
Working knowledge of continuous improvement, daily management, root cause problem solving, or lean operating practices.

Preferred Bachelor's degree in related field Experience leading both high-volume service teams and strategic customer-facing support roles.
Salesforce & Oracle (JDE) experience preferred.

The salary range for this position (in local currency) is 100870.00-187110.00
Pay Range The salary range for this position (in local currency) is 100870.00-187110.00

At Ralliant we're building the future, together with those driven to push boundaries, solve complex problems, and leave a lasting mark on the world.
As two Fortive businesses merged in 2022, Gems Setra's vision is to connect our customers to their environment to create a safer, healthier, more sustainable world.
Bonus or Equity This position is also eligible for bonus as part of the total compensation package.
Operational Excellence & Customer Experience Own key service metrics such as response time, resolution time, backlog health, customer satisfaction, and escalation responsiveness.

Strategic Account Support Oversee proactive engagement plans for key customers to improve satisfaction, responsiveness, and retention.
As a part of Ralliant, we embrace a culture of innovation, driving progress and empowering advancements in the industries and customers we serve.

We Are an Equal Opportunity Employer.
equal opportunity employers.
Individuals who need a reasonable accommodation because of a disability for any part of the employment

This listing is sourced directly from Ralliant's careers page and normalized into a canonical job model.