Customer Success Manager

Matrix designs, manufactures, and sells innovative technological products that help keep people safe. Originally focused on the underground coal mining industry, Matrix has expanded into new industrial markets in the United States and globally. We are currently seeking a Customer Success Manager to lead the repair and RMA function from receipt of customer product through evaluation, repair, and return. This role establishes clear priorities, ownership, and performance expectations so customer property is accurately tracked, and work is completed in a timely manner. The manager also ensures failure data is promptly captured, analyzed, and communicated to Engineering to support product improvements and ongoing product health monitoring. Customer contact is focused primarily on repair status, exceptions, escalations, and payment-related holds. This position works in a team environment at our home office in Newburgh, IN. This is not a remote position. This position reports to the VP of Manufacturing. Duties and Responsibilities Leadership, Management, and Accountability Lead, coach, and develop the Customer Success and repair operations team, including Customer Success, order processing, repair, logistics, and RMA support roles. Set daily and weekly priorities; assign clear ownership; establish service expectations; and hold team members accountable for quality, responsiveness, documentation, and completion. Monitor workload, staffing coverage, aging work, and process bottlenecks; intervene promptly when commitments or performance expectations are at risk. Establish standard work, maintain procedures and work instructions, and ensure team compliance with approved processes. Serve as the escalation point for complex, overdue, high-priority, or cross-functional repair matters. RMA and Repair Operations Own the end-to-end flow of customer property, including receipt, identification, evaluation, repair disposition, repair, final documentation, and return. Ensure customer property remains traceable, and its status, location, priority, and next action are visible throughout the process. Drive timely evaluations and repairs by coordinating with Operations, Engineering, Warehouse, Manufacturing, Quality, Field Service, Industrial Installations, Sales, and Supply Chain. Ensure repair findings, actions, warranty considerations, and resolutions are accurately documented before items are closed or returned. Manage exceptions involving unclear ownership, missing information, parts constraints, technical review, customer authorization, or other barriers to completion. Failure Data and Product Health Ensure failure information is collected promptly and consistently, including suspected failure mode, operating context, evaluation results, repair findings, and corrective action. Review data quality and completeness; identify recurring failures, emerging trends, and gaps that require additional investigation. Provide Engineering and Quality…