What You Will Do:
- Strategic Leadership: Define and execute the customer success strategy in alignment with business objectives, translating priorities into operational plans, service standards, and measurable outcomes.
- Team Leadership & Development: Lead, coach, and develop managers and team members across both in-person and remote environments to build a high-performing, customer-centric organization with strong accountability, engagement, and continuous development.
- Customer Advocacy & Voice of the Customer: Represent the voice of the customer across the organization by identifying themes, gathering feedback, and partnering with internal stakeholders to improve the customer experience, processes, and business outcomes.
- Customer Retention & Relationship Health: Support customer retention and long-term relationship health by ensuring service delivery meets expectations, strengthening customer trust, and proactively addressing risks that may impact satisfaction or loyalty.
- Operational Excellence: Establish and improve policies, procedures, and service expectations that increase consistency, efficiency, quality, and responsiveness across the customer success function.
- Project & Change Management: Lead cross-functional initiatives and service improvement projects, managing priorities, timelines, stakeholders, and execution to support organizational goals.
- Customer Escalation & Risk Management: Serve as the senior point of escalation for complex customer issues, while proactively identifying risks, monitoring customer health indicators, and resolving concerns with sound judgment and professionalism.
- Performance, Workforce Planning & Analytics: Monitor service metrics, labor capacity, customer trends, and performance indicators to drive continuous improvement, support forecasting, and ensure appropriate staffing and resource planning.
- Systems & Process Improvement: Identify opportunities to enhance customer success tools, reporting, workflows, and processes in order to improve visibility, efficiency, scalability, and the overall customer experience.
- Cross-Functional Collaboration: Partner with Sales, Manufacturing, Product, and other internal stakeholders to align customer success strategies, improve service delivery, and support business readiness.
- Budget & Resource Management: Support business planning through effective budgeting, staffing, and resource allocation to meet service demands and operational objectives.
Job Purpose: The Senior Manager of Customer Success provides strategic leadership for the customer success function, translating company objectives into scalable service strategies, operational plans, and team execution. This role is responsible for leading managers, individual contributors, and teams to deliver an exceptional customer experience, strengthen customer relationships, improve retention, and achieve business performance goals. The Senior Manager balances service excellence with operational discipline, proactive risk management, and on-time delivery, while partnering cross-functionally to elevate the voice of the customer, improve processes and systems, and support enterprise priorities.
General Duties and Responsibilities:
What It Takes:
- 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.
- 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.
Required Qualifications: Minimal qualifications required to be considered for entry into the job
Education and Experience:
Knowledge, Skills, and Abilities:
What's In It For You:
- 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!
Skills Required
- Bachelor's Degree in Business Administration, Management, or related field
- Minimum 5 years of successful leadership experience managing customer-facing teams
- Strong experience using analytics, forecasting, and labor capacity modeling
- Experience using CRM and Microsoft Office Products
- Demonstrated experience leading projects or change initiatives
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.
