Customer Success Manager

Job Summary –

The Customer Success Manager (CSM) is responsible for managing the post-sales customer experience across HP's 3D Printing and Digital Manufacturing Services portfolio, driving customer adoption, operational excellence, satisfaction, retention, and business value realization. Acting as the primary point of contact with customers, this role requires a highly confident and customer-focused professional with strong interpersonal skills, capable of building trusted relationships with stakeholders at different levels. The ideal candidate demonstrates exceptional attention to detail, strong ownership, and a disciplined follow-up approach to ensure commitments are executed effectively and customer expectations are consistently met. Success in this role requires the ability to work independently, leverage available tools and processes, collaborate across cross-functional teams, and proactively resolve challenges while delivering outstanding customer experience.

Years of experience needed – 3 to 4.

Technical Skills:

• Customer lifecycle management.
• Customer onboarding and implementation.
• Account management and stakeholder engagement.
• Contract administration and compliance.
• Billing, invoicing, credits, and revenue realization processes.
• Order management and fulfillment coordination.
• Inventory and consumables monitoring.
• Operational service delivery management.
• Customer success methodologies and best practices.
• Escalation and issue resolution management.
• Business reviews and performance reporting.
• Cross-functional collaboration in matrix organizations.
• Process documentation and operational governance.
• Data analysis and performance monitoring.

Certifications Needed:

• Bachelor’s degree in business administration, Operations Management, Supply Chain Management, Engineering, Industrial Engineering, or a related field