Senior Customer Success Manager

United States·Maple PlainFull-timesenior

Customer Success ManagerCustomer

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Quick Summary

Key Responsibilities

Strategic Leadership: Define and execute the customer success strategy in alignment with business objectives, translating priorities into operational plans, service standards, and measurable outcomes.

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Customer Success ManagerCustomer

Be yourself at Protolabs

Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification.  We are an equal opportunity employer, and we are committed to building a diverse team that feels they are valued in the workplace.  So do you feel you do not meet every single requirement but still intrigued? We encourage you to still apply!  You can help make our company even better.  We do not discriminate based on race, color, national origin, sexual orientation, gender, age, mental or physical ability, or any way you represent yourself.  We strongly believe diversity makes for more successful teams.

Why Protolabs?

We are the leaders in digital manufacturing. We hire doers, makers, and creative thinkers who tackle our roles with an entrepreneurial spirit. Our culture is centered around meaningful work that brings new and innovative products to market at unprecedented speeds. We are a diverse team that comes from all walks of life and take pride in our team who is smart, genuine, humble, and passionate about what we do. It’s our people who fuel our creativity and make our culture feel like home.

Responsibilities

~1 min read

Bachelor’s Degree in Business Administration, Management, or related field with relevant work experience (Business, Leadership, or Management)
Minimum 5 years of successful leadership experience managing customer-facing teams, including people leadership, performance management, and cross-functional collaboration.
Strong experience using analytics, forecasting, and labor capacity modeling to assess performance, identify trends, and plan for future business needs.
Experience using CRM and Microsoft Office Products
Demonstrated experience leading projects or change initiatives, with the ability to manage priorities, stakeholders, timelines, and implementation effectively.

Knowledge, Skills, and Abilities:

Proven ability to lead high-performing teams and drive accountability through clear expectations, coaching, and performance management.
Strong verbal and written communication skills, with the ability to influence stakeholders across functions and levels of the organization.
Strong interpersonal and relationship-building skills, with the ability to establish trust and credibility internally and with customers.
Ability to serve as a strong customer advocate and translate customer feedback, service trends, and business needs into actionable improvements.
Ability to quickly understand company operations, customer needs, and business processes in order to make sound decisions and lead effectively.
Strong analytical, problem-solving, and decision-making skills, with the ability to translate data into action and proactively identify risks and opportunities.
Experience improving systems, workflows, or service processes to support operational efficiency, scalability, and customer satisfaction.
Strong project management and prioritization skills, with the ability to lead multiple initiatives, balance competing demands, and deliver results in a fast-paced environment.
High degree of urgency, attention to detail, and responsiveness in addressing customer and business needs.
Self-motivated and adaptable, with the ability to work independently and collaboratively across teams.
Receptive to feedback and committed to continuous improvement for self, team, and customer outcomes.

We offer a competitive salary and annual bonus opportunity

In addition, we offer amazing benefits including but not limited to:

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

You will receive at least 3 weeks of PTO + Holiday Pay + Wellness Hours + Volunteer Hours

401k with company match and immediate vest

Employee Stock Purchase Program at a 15% discounted rate

Matching grants through Protolabs foundation

And More!

Proto Labs maintains ITAR-compliant operations in all of our United States based facilities. Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status. Individuals with temporary visas (e.g. E, F-1, H-1, H-2, L, B, J, TN or OPT) are not eligible for hire in this role.

Proto Labs, Inc. is an Equal Opportunity Employer

Physical Demands:

While performing the essential duties of this job, the employee is regularly required to sit; use a computer keyboard, monitor and mouse, telephone and printer; reach with hands, and arms, talk, see and hear. The employee is occasionally required to stand, walk, stoop or kneel and must occasionally lift and/or move up to 25 pounds.

Work Environment:

Indoors (A/C); nonsmoking; the majority of this job function is performed in an office setting requiring normal safety precautions. However, there may be job duties that require the employee to spend time in the manufacturing areas exposed to machinery and noise; eye protection occasionally required. Occasionally works in outside weather conditions. Occasionally works near moving mechanical parts and in high, precarious places and is occasionally exposed to wet and/or humid conditions, fumes or airborne particles, toxic or caustic chemicals, risk of electrical shock and vibration. The noise level in the work environment is usually quiet to moderate.