Senior Manager / Director of Customer Success

Job description

Senior Manager / Director of Customer Success

Mantle is a disruptive technology company that is helping manufacturers bring millions of new products to life faster, cheaper, and more easily than ever before with its patented TrueShape™ metal 3D printing technology. By combining hardware, software, and materials, Mantle is creating a new category of metal additive manufacturing that is being rapidly adopted by major global OEMs, molders, and toolmakers. Mantle’s employees thrive in an environment where multiple fields of study come together to solve challenging and important problems. You will be joining a diverse, cross‑functional team that is revolutionizing the $45 billion tooling market with the most advanced precision metal 3D printing technology on the planet.

Your Role:

As a Senior Manager / Director of Customer Success, you will be a critical leader, integral in building and directing the day‑to‑day operations of Mantle’s Customer Success and Field Service organization from the ground up. You will not only become an expert in Mantle’s technology but will also set up efficient, scalable processes and infrastructure to service and support Mantle’s growing fleet of industrial 3D printers. This is a hands‑on role where you will manage the customer success team, align customer goals with business growth objectives, including managing the full P&L for the service organization, and maintain close relationships with our most noteworthy accounts across the medical, consumer, and industrial industries.

Building and managing the Customer Success team, developing the department for scalability and sustained growth with customer‑first people, processes, and strategies.

Managing budgets, service packages and making smart business decisions as part of owning the P&L for customer success and service.

Overseeing the delivery, installation and onboarding at new customer locations.

Managing ongoing operations of Mantle’s technology at current customer sites, including deploying regular technology updates, field service and preventative maintenance visits.

Implementing proven, data‑led strategies to maintain, improve and drive value for customer relationships with a systematic approach for the CS team.

Creating an optimized and data‑led model of the customer journey; determining critical metrics, health scores, and KPIs relevant to individual accounts and the CS team.

Increasing product adoption and retention amongst diverse customers; collaborating with sales, marketing, and development teams to execute strategies to increase ROI.

Representing the customer voice while collaborating across manufacturing, engineering, materials, process departments to deliver top tier product and service.

Your Qualifications:

Minimum 3 years of experience as a Customer Success Manager, with proven performance in project management, small team leadership, and achieving revenue goals.

Strong communication skills and the ability to engage with customer executives.

Business development experience, ideally in a fast‑paced, entrepreneurial environment.

Understanding of enterprise business models, including subscription and renewal, with a preference for experience with hardware products and services.

Mantle is an equal opportunity employer. We provide complete benefits and competitive compensation. You do not need to match every listed expectation to apply for this position. Here at Mantle, we know that diverse perspectives foster the innovation we need to be successful, and we are committed to building a team that encompasses a variety of backgrounds, experiences, and skills.

Seniority level

Director

Employment type

Full‑time

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Worksite address

san francisco, CA, 94199, US

Who can apply

Review the original listing for work authorization, qualifications and employer requirements.