Customer Success Manager

Be Yourself. Build Your Career. Be Exceptional Together.

At Werner Electric Supply, we're more than an electrical distributor - we're a community that empowers people to grow, innovate, and truly make a difference. Our culture celebrates individuality, encourages creativity, and values each person's voice; creating a space where you can be yourself, connect with others, and build a meaningful career. We believe in balance and flexibility, so you can thrive both professionally and personally. Together, we can make an impact and build something exceptional for our customers, families, communities, and each other.

Job Summary

The Customer Success Manager is responsible for the management of Annual Recurring Revenue (ARR) strategy associated with designated service contracts within the Werner Electric Supply portfolio. The Customer Success Manager collaborates and consults with customers to ensure the customer is maximizing the value of their service contracts to achieve their desired business outcomes.

Essential Functions

• Develop a trusted advisor relationship with customers at the C-suite, executive, and leadership levels, driving success and ensuring they receive maximum value through their lifecycle.
• Consistently achieve contract retention goals by reducing churn and contraction through early risk identification, intervention and escalation, and mitigation in partnership with the broader Werner team.
• Demonstrate growth within existing accounts for both Annual Recurring Revenue (AAR) and general Werner Electric Supply business.
• Develop and execute adoption strategies targeting high value accounts including onboarding, expansion, and renewal motions relevant to each account in portfolio.
• Translate available customer data with a structured set of metrics/analytics to consistently communicate mutual key performance indicators with the customer to monitor risk, drive value-add activities, highlight new business opportunities and areas to improve our service.
• Guide the customer and Werner team to develop customer Success Plans, including Business Reviews, Executive Business Reviews and strategic planning sessions at an appropriate cadence.
• Drive customer expansion and upsell opportunities by leveraging customer data in conjunction with account managers.
• Foster a cohesive team environment with sales, delivery and partner sales team members on behalf of the customer.
• Collaborate with team members to ensure an optimal and consistent customer experience.
• Lead team of Associate Customer Success Managers.

Required Qualifications

• Maintain a valid driver's license.
• 3 years of related experience in a customer-facing customer success role.
• Experience establishing yourself as a trusted advisor with customer partners to guide outcomes.
• Experience with Annual Recurring Revenue (ARR) and ability to communicate the value.
• Demonstrated consultative selling offering solutions to meet customer business outcomes.
• Bachelor's Degree in related field.

Preferred Qualifications

• Experience with SaaS business models and ability to support strategic and complex customer needs.
• Experience using Success Plans to ensure goals are aligned and success metrics are identified.
• Experience with customer success management and customer relationship management software and tools.

Physical Requirements & Working Conditions

While performing the duties of this job, the employee is frequently required to remain in a stationary position for up to eight hours. The employee occasionally is required to move to access people or workspaces. Constantly operates a computer and other office equipment, such as a calculator, copy machine and computer printer. The ability to effectively communicate is required. The employee may occasionally move up to 15 pounds.

The working conditions of this positionrequires the employee to work inside an office environment. The environment for which this position functions may contain scents and fragrances. May be requested to work overtime and/or weekends.

Company Overview

Founded in 1948, Werner Electric Supply has grown from a small appliance store in downtown Neenah, WI into an award-winning employer and leading electrical distributor with 12 branch locations in Wisconsin and Upper-Michigan. Headquartered in Appleton, WI, we provide electrical, lighting, network, process, and inventory management solutions for a diverse group of industrial and construction customers. We are a growing, privately-held company with over 450 employees who uphold a family culture built around exceptional customer service. As a recent New North Workplace Excellence Award winner, we're dedicated to the continuous improvement of our people, products, and services to ensure the long-term success of our employees and customers. Apply today and find out why we're a "Great Place to Work."

Employee Benefits

• Medical, Dental, and Vision Insurance
• Short & Long-Term Disability Insurance
• Life and AD&D Insurance
• 401(k) Retirement Plan with company match
• Paid holidays, vacation, personal, and sick days
• Pet Insurance
• Identity Theft Protection
• Accident Insurance & Critical Illness Coverage
• Tuition Reimbursement
• Annual bonuses and merit increases based on performance
• Employee Assistance Program (EAP)
• Wellness Programs
• Employee Resource Groups (ERG)
• Career Development & Leadership Training
• Paid Parental Leave

Werner Electric Supply is an equal opportunity employer, and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law.