Customer Experience Success Manager

The Customer Experience Success Manager leads continuous improvement of the end-to-end customer experience journey across the customer lifecycle. This role identifies friction points, uses customer and business insights to drive meaningful improvements, and partners cross-functionally to create a more seamless and proactive customer experience.  The role also leads the Customer Experience team, building capability, accountability, and service excellence while ensuring daily execution supports broader customer experience goals. Success in this role requires a balance of customer journey thinking, problem solving, people leadership, and operational discipline.

The ideal candidate for a Customer Experience Success Manager would be able to do the following:

Customer Experience Success Leadership

• Own and transform the end-to-end customer journey by identifying friction points, and redesigning systems, processes, and service models as the business evolves.
• Use customer feedback, recurring issues, service trends, and business insights to identify root causes and drive sustainable improvements that reduce repeat customer pain points.
• Partner closely with Sales, Operations, Shipping, Planning, and other cross-functional teams to ensure customer needs are reflected in decisions, processes, and priorities.
• Lead initiatives that improve responsiveness, simplify the customer experience, and strengthen long-term customer loyalty and trust.
• Establish, track, and communicate meaningful customer experience metrics to measure service quality, responsiveness, friction points, and improvement opportunities across the customer lifecycle.
• Help shape the future customer journey by recommending improvements to tools, workflows, communication touchpoints, and team capabilities.

Team Leadership & Capability Building

• Lead, coach, and develop the Customer Experience team to deliver a high-quality, customer-centered experience aligned with company values.
• Foster a culture of accountability, collaboration, problem solving, and continuous improvement.
• Partner with Human Resources on staffing, onboarding, training, and development initiatives that strengthen team performance and engagement.

Operational Excellence

• Oversee consistent, accurate execution across customer support and order management processes.
• Maintain strong data integrity and process discipline to support a reliable customer experience.
• Act as an escalation point for complex customer issues and drive root-cause resolution.
• Track key performance metric trends and communicate insights, risks, and improvement opportunities.

For a candidate to be successful as a Customer Experience Success Manager they must have:

• Bachelor’s degree or 5+ years of B2B customer experience or customer service leadership, preferably in a manufacturing or operationally complex environment.
• Proven success owning and improving customer journeys, translating insights into outcomes that reduce friction and improve customer trust.
• A change‑driven leadership mindset with a strong sense of ownership, accountability, and continuous improvement.
• Strong cross‑functional influence, people leadership, and analytical problem‑solving skills.
• Operational fluency in Order‑to‑Cash processes, ERP systems (e.g., Oracle, SAP), and data‑driven decision making.

For more information about our benefits, job duties, and company values, go to

https://www.alto-shaam.com/en