Customer Success Manager

Customer Success ManagerPlastic Molding Technology (PMT) manufactures high precision plastic parts for automotive, telecommunications, medical device, renewable energy, and industrial customers. The primary manufacturing processes are injection molding and thermoforming. PMT has ~100 injection molding presses at its two primary manufacturing locations in El Paso, TX and Centennial, CO (a suburb of Denver).Role Description:The Customer Success Manager will oversee PMT's top customer accounts while helping guide daily customer service operations, improve communication processes, and strengthen collaboration across Sales, Engineering, Quality, Planning, Operations, and Shipping. This individual will become the go-to resource for customer-related questions, issue resolution, and customer experience initiatives across the organization. The ideal candidate is highly organized, customer-focused, solutions-driven, and capable of leading through influence in a fast-paced manufacturing environment.What You'll Do:Manage and maintain relationships with PMT's top customer accountsServe as the primary escalation point for customer concerns and complex account issuesAct as the lead support resource and subject matter expert for the CSR teamAssist in mentoring, coaching, and developing Customer Service RepresentativesHelp standardize customer communication processes and service expectationsPartner cross-functionally with Sales, Engineering, Quality, Planning, Shipping, and Production teamsLead customer communication regarding schedules, launches, production updates, quality concerns, and delivery expectationsMonitor customer trends, scorecards, KPIs, forecasts, and service performanceSupport new product launches and customer onboarding activitiesDrive proactive communication and problem resolution to improve customer satisfactionAssist leadership with account strategy, customer retention, and service improvement initiativesHelp identify operational gaps and process improvement opportunities impacting customersSupport business reviews, customer meetings, audits, and plant visits as neededMaintain accurate ERP and customer system dataPerform other duties as assignedWhat We're Looking For:7–10 years of experience in Customer Service, Customer Success, Account Management, or Manufacturing SupportPrior experience supporting strategic or high-level customer accounts requiredManufacturing, plastics, automotive, industrial, or production experience strongly preferredDemonstrated leadership ability with experience mentoring, coaching, or guiding team membersStrong communication, relationship management, and conflict resolution skillsAbility to manage multiple priorities in a fast-paced manufacturing environmentStrong organizational, analytical, and problem-solving abilitiesExperience working with ERP systems and Microsoft Office Suite requiredExperience with IQMS/DELMIAWorks preferred but not requiredAbility to communicate professionally with customers, suppliers, and executive leadershipPlastic Molding Technology does not accept unsolicited resumes from staffing agencies or third-party recruiters. Any resumes submitted to our employees or hiring managers without a formal, signed agreement in place with Human Resources will be considered property of Plastic Molding Technology. We will not be liable for any fees related to unsolicited submissions and will not recognize any claims to candidate ownership. A valid contract must be executed before any candidate submissions are accepted.