CUSTOMER SUCCESS TEAM MANAGER (Black Creek)

At Daniel Defense, Only the Best Build the Best…

Daniel Defense engineers and manufactures the world’s finest weapon systems and accessories. Our mission to honor God and defend Freedom is accomplished by serving customers and providing top quality solutions to our military, law enforcement and civilians that are seeking premium firearms for home defense, hunting, and sport shooting.

As the Customer Success Team Manager,  you will be responsible for the functions outlined below:

Essential Functions:

• Responsible for demonstrating commitment to and leadership of environmental health and safety principles, policies and procedures.

• Build, develop, and coach a high-performing Customer Success team responsible for a portfolio of commercial clients.
• Participate in the development and implementation of customer success metrics that will drive business decisions. 
• Represent the voice of the customer in all Daniel Defense business practices
• Engage with and guide other departments in implementing strategies that bring value to our customers.
• Lead the customer success, customer service, and warranty teams.
• Establish a strong team culture focused on continuous learning, collaboration, and excellence.
• Conduct regular performance reviews and provide constructive feedback to team members.
• Partner with assigned customers to understand their unique needs and business goals.
• Develop and implement customer success plans that drive adoption, usage, and value realization.
• Proactively identify and address customer challenges and roadblocks.
• Measure and track key customer success metrics, including Net Promoter Score (NPS) and churn rate.
• Analyze customer data and feedback to identify opportunities for improvement in the customer journey.
• Develop and implement customer success best practices, processes, and methodologies.
• Collaborate with cross-functional teams (Sales, Product, Marketing) to ensure a seamless customer experience.
• Participate in the development and execution of the overall customer success strategy.
• Maintain clear and consistent communication with customers, internal stakeholders, and executive leadership.
• Present customer success insights and recommendations to various audiences.
• Foster a collaborative environment with other departments to ensure customer success.
• Expected to be a contributor to the company standards on high integrity, safety, fair and equitable treatment and a positive work environment
• Provides adequate support, training and development to team members to continuously improve Safety, 6S, Quality, Delivery and Productivity.
• Other responsibilities as deemed appropriate or necessary by management.

Knowledge, Skills, and Abilities:

• Bachelor’s Degree in Business or related field with 4-7 years of prior experience in a Customer Success leadership role, or a combination of related experience, education and/or training to sufficiently and successfully perform the essential functions of the job. 

• Proven track record of building and leading high-performing teams.
• Deep understanding of customer success principles and methodologies.
• Strong analytical and problem-solving skills.
• Excellent communication and interpersonal skills.
• Ability to work collaboratively in a fast-paced environment.
• Experience working with commercial sales accounts a plus.
• Demonstrated ability to work in accordance with our Company Values.

Physical Requirements:

• Must be able to lift and carry awkward items weighing up to 50 pounds.
• Requires intermittent standing, walking, sitting and bending throughout the workday.
• Must be able to work in a manufacturing environment, to include working in and around machinery, exposure to noise and chemicals, lights/lasers, etc.
• Must be able to wear appropriate Personal Protection Equipment as required by your position and/or Company policy.

Daniel Defense is an EOE AA M/F/Vet/Disability employer and promotes a Drug-Free Workplace.

Note: The statements above are intended to describe the general nature and level of work being performed by those assigned to the job. This list is not intended to be an exhaustive list of responsibilities, duties, and skills required of personnel in this job. Responsibilities are subject to change at the discretion of the employer and do not establish a contract of employment – Daniel Defense is an at-will employer.

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