{"id":1154793,"url":"https://alion.io/job/matrix-team-customer-success-manager","title":"Customer Success Manager","company":{"id":695008,"name":"Matrix Team","domain":"matrixteam.com","url":"https://alion.io/company/matrixteam","size_band":null,"is_staffing_agency":false,"is_intermediary":false,"listed_via":null,"ats_vendor":"Breezy","truth_index":{"grade":"B","score":75,"open_postings":5,"ghost_share":0,"stale_share":1,"repost_share":0,"time_to_fill_p50_days":null,"computed_at":"2026-09-24T05:45:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":null,"employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Newburgh, United States"],"countries":["US"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":null,"visa_sponsorship":true,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-23T18:44:33Z","employer_posted_date":"2026-09-23","last_verified_at":"2026-09-24T21:56:26Z","board_verified":true,"closed_at":null,"days_open":1,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":1},"description":"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.\nWe 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.\nThis position reports to the VP of Manufacturing.\nDuties and Responsibilities\nLeadership, Management, and AccountabilityLead, coach, and develop the Customer Success and repair operations team, including Customer Success, order processing, repair, logistics, and RMA support roles.\nSet daily and weekly priorities; assign clear ownership; establish service expectations; and hold team members accountable for quality, responsiveness, documentation, and completion.\nMonitor workload, staffing coverage, aging work, and process bottlenecks; intervene promptly when commitments or performance expectations are at risk.\nEstablish standard work, maintain procedures and work instructions, and ensure team compliance with approved processes.\nServe as the escalation point for complex, overdue, high-priority, or cross-functional repair matters.\n\nRMA and Repair OperationsOwn the end-to-end flow of customer property, including receipt, identification, evaluation, repair disposition, repair, final documentation, and return.\nEnsure customer property remains traceable, and its status, location, priority, and next action are visible throughout the process.\nDrive timely evaluations and repairs by coordinating with Operations, Engineering, Warehouse, Manufacturing, Quality, Field Service, Industrial Installations, Sales, and Supply Chain.\nEnsure repair findings, actions, warranty considerations, and resolutions are accurately documented before items are closed or returned.\nManage exceptions involving unclear ownership, missing information, parts constraints, technical review, customer authorization, or other barriers to completion.\n\nFailure Data and Product HealthEnsure failure information is collected promptly and consistently, including suspected failure mode, operating context, evaluation results, repair findings, and corrective action.\nReview data quality and completeness; identify recurring failures, emerging trends, and gaps that require additional investigation.\nProvide Engineering and Quality with timely, actionable failure data and repair feedback to support root-cause analysis and product improvement.\nMaintain reporting that measures and monitors overall product health, including repair volume, failure trends, repeat issues, turnaround time, aging, and closure status.\nConfirm that significant findings, trends, and recommended actions are communicated to appropriate leaders and cross-functional partners.\n\nCustomer, Credit, and Cross-Functional CoordinationProvide clear repair-status communication and coordinate responses for escalated or high-priority matters.\nPartner with Field Service and Sales on customer-facing issues that extend beyond the repair process, including field performance, troubleshooting, installation, or application concerns.\nSupport Accounting and Accounts Receivable when repaired items are subject to payment, credit, or release holds, including communication and coordination as assigned.\nBalance customer needs, business requirements, technical input, and operational capacity when setting priorities and commitments.\n\nQualifications & Competencies\nEmployment Eligibility & Verification\nAll applicants must be able to provide proof of eligibility to work in the United States. Employment is contingent upon the successful completion of the I-9 form, as required by federal law. Additionally, candidates will be required to undergo an employment verification process before beginning work. Please note that we do not offer sponsorship for work authorization (e.g., H-1B, TN, or other visas) at this time.\nHigh school diploma or equivalent required; post-secondary education preferred.\nSignificant experience in repair operations, RMA, customer support, customer success, technical operations, or a related field.\nDemonstrated leadership or supervisory experience, including managing priorities, workflows, and team accountability.\nExperience with industrial, mining, or technical products is highly desirable.\nExperience using operational and failure data to identify trends, improve processes, or support product decisions is preferred.\nStrong people leadership, coaching, accountability, and decision-making skills.\nAbility to manage complex operational workflows and maintain urgency without sacrificing quality or documentation.\nStrong analytical skills with the ability to convert repair and failure information into clear trends, risks, and actions.\nClear, concise communication with employees, leaders, customers, and cross-functional partners.\nStrong organization, follow-through, problem-solving, and conflict-resolution skills.\nAbility to balance customer needs with technical, operational, financial, and business requirements.\nComfort handling urgent issues and providing support outside standard business hours when required.\nWorking Conditions\nPrimarily office-based in a climate-controlled office setting or lab. Regular interaction across departments. Extended availability may be required for urgent repair or customer matters, and occasional travel to customer sites or company facilities may be required. \nPhysical Requirements\nThe employee is occasionally required to stand, walk and stoop, or crouch. The employee may need to lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision, distance vision, color vision, peripheral vision, depth perception and ability to adjust focus.\nPhysical Demands: The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. #LI-Onsite\n\nBenefits\nFirst day coverage of all benefits - no waiting period\nPremium free medical, dental and vision insurance - working spouse must take major medical at their place of employment if offered\nOn-site health clinic\nBasic Life (2x annual base salary at no cost)\nOptional Life and Accidental Death and Dismemberment (AD&D) insurance\nShort-Term and Long-Term Disability insurance (no cost)\n401(k) Plan with up to an 8% company match\nFSA for Health Care and Dependent Care\n10 Paid annual holidays plus vacation time\nEducational Reimbursement Program\nScholarship Program\nOptional Gym Membership\nEsports Room","description_format":"text","description_chars":7268,"description_truncated":false,"requirements":{"experience_years_min":null,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":["Gym membership","Home office","Vision insurance"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Artificial Intelligence","Design & Creative"],"lifecycle":[{"event":"open","at":"2026-09-23T19:48:48Z"}],"liveness":{"score":86,"band":"hot","label":"Hiring now","p_open":1,"p_active":0.86,"p_room":1,"age_days":0,"expected_fill_days":20,"reasons":["conf:2","win:early"],"computed_at":"2026-09-24T05:45:00Z"},"pay":null,"html_url":"https://alion.io/job/matrix-team-customer-success-manager","json_url":"https://alion.io/job/matrix-team-customer-success-manager.json","meta":{"generated_at":"2026-09-25T00:37:26Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","usage":{"tier":"crawler","counted_by":"address","units_charged":1,"used_today":522,"day_limit":5000,"remaining_today":4478,"minute_limit":60,"resets_at":"2026-09-26T00:00:00Z"}}}