The Customer Relationship Manager (CRM) plays a critical role in driving customer success, loyalty, and long-term growth by owning the health, retention, and expansion of customer accounts after the sale. This highly visible position serves as a trusted advisor and advocate, building strong partnerships while delivering exceptional customer experiences throughout the entire lifecycle. The CRM collaborates across the organization to align processes with customer needs, identify opportunities for improvement, mitigate risk, and ensure customers realize maximum value from their partnership with Protolabs.
As the bridge between customers and internal teams, this role leads cross-functional coordination, proactively solves challenges, and drives strategic initiatives that strengthen customer relationships, protect revenue, and enhance the Protolabs brand.
What You Will Do:
- Support a portfolio of accounts; build multi-thread relationships with engineers, buyers, customer success, and supply chain stakeholders
- Provide consultative guidance on manufacturability, materials, tolerances, lead times, and trade-offs; coordinate with Applications Engineering for DFM as needed
- Monitor active orders; proactively communicate risks; coordinate with operations, quality, and logistics to resolve issues and meet SLAs
- Capture voice-of-customer insights; collaborate with product and operations to improve offerings, lead times, and service
- Partnering with account owners and transactional teams to provide best-in-class service by helping support client meetings, supporting ongoing projects, and monitoring account and order activity and trends
- Contribute to process documentation, playbooks, and continuous improvement initiatives
- Maintain project and/or program plans, timelines, and deliverables
What It Takes:
- 2 to 5 years in a fast-paced role such as account management, customer success, or inside sales in B2B; manufacturing or technical services preferred
- Experience within aerospace and defense is required for this position.
- Ability to travel to our New Hampshire location once a month
- Excellent written, verbal, and communication skills
- Proven ability to manage relationships with both internal and external customers
- Ability to research and keep informed on industry trends as applies to the client/client industry
- Strong analytical and problem-solving skills
- Effectively manages and balances multiple priorities
- Ability to understand and exercise PM techniques and methodologies
What Makes You Stand Out:
- BA/BS or equivalent experience
- Familiarity with digital manufacturing or industrial supply chains is a plus; knowledge of CNC, 3D printing, sheet metal, or injection molding beneficial
- Salesforce experience
- PM experience
What's in it for you?
- We offer a competitive salary and total rewards package
- 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 + Wellness + Holiday Pay + Volunteer Hours
- 401k with company match and immediate vest
- Employee Stock Purchase Program at a discounted rate
- Matching grants through Protolabs foundation
- And More!
Skills Required
- 2 to 5 years of experience in account management, customer success, inside sales, or a similar fast-paced B2B role
- Experience within the aerospace and defense industry
- Ability to travel to the New Hampshire location once a month
- Excellent written, verbal, and communication skills
- Ability to manage relationships with internal and external customers
- Ability to research and stay informed on relevant industry trends
- Strong analytical and problem-solving skills
- Ability to balance multiple priorities effectively
- Ability to understand and apply project management techniques and methodologies
- U.S. citizen, lawful permanent resident, or qualifying refugee or asylee status under ITAR requirements
- Bachelor's degree or equivalent experience
- Familiarity with digital manufacturing or industrial supply chains
- Knowledge of CNC, 3D printing, sheet metal, or injection molding
- Salesforce experience
- Project management experience
Protolabs Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Protolabs and has not been reviewed or approved by Protolabs.
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Healthcare Strength — Medical, dental, and vision options are broadly available and described as good to excellent. Additional protections like short- and long-term disability and life insurance bolster the overall package.
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Leave & Time Off Breadth — A starting PTO allotment plus paid holidays, along with added wellness and volunteer time, is emphasized, with some roles noting PTO growth over tenure. Paid caregiver leave appears in postings and supports flexibility for life events.
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Retirement Support — A 401(k) with company match and immediate vesting is offered, supporting long-term savings. This foundation is frequently cited alongside core financial benefits as a strong element of total rewards.
Protolabs Insights
What We Do
Protolabs is the world's fastest digital manufacturing source for rapid prototyping and on-demand production. The technology-enabled company produces custom parts and assemblies in as fast as 1 day with automated 3D printing, CNC machining, sheet metal fabrication, and injection molding processes. Our digital approach to manufacturing enables accelerated time to market, reduces development and production costs, and minimizes risk throughout the product life cycle. 3D Printing Our 3D printing service offers a wide selection of materials and technologies to create prototypes and end-use parts with complex geometries and detailed features. With tight process controls, careful design reviews, and extensive quality monitoring, we ensure precise and repeatable 3D-printed parts, every time. CNC Machining We use 3- and 5-axis milling along with turning to machine parts from commercial-grade plastics and metals. Our online quoting system and automated manufacturing process enable us to ship parts within 24 hours, helping customers accelerate development and reduce time to market. Sheet Metal Fabrication Protolabs is an industry leader in quick-turn sheet metal parts for both prototyping and low-volume production. Our digital approach to manufacturing enables us to fabricate sheet metal parts in as fast as 5 days. Additionally, we can support our customers’ development efforts with component assemblies, several finish options, and screen printing. Injection Molding Our injection molding service offers two options—prototyping and on-demand manufacturing—which provide customers a tooling solution that aligns with their project’s requirements. It’s used for quick-turn prototyping, bridge tooling, and low-volume production of up to 10,000+ parts in 15 days or less.
