Customer Success Manager in Canton, Massachusetts at BSC Industries Inc

Position Summary

The Customer Success Manager leads the Customer Success Specialist team and is accountable for the total service experience of the customer group that team supports. The Specialists handle the day-to-day inbound flow - quotes, pricing, order status, expediting, returns - under a primary/secondary/tertiary coverage model; this role makes that model work: assigning coverage, setting service standards, training and coaching the team, deciding exceptions, and clearing roadblocks across branches, purchasing, operations, and suppliers so no customer request stalls. Above the daily transactions, the Manager owns the relationships, service performance, and account health for the assigned customer group, with a single standard: every one of those customers is taken care of at an elite level.

About BSC Industries

For decades, companies have relied on BSC Industries to keep their operations running. We’ve earned that trust by combining deep product expertise with strong supplier partnerships - delivering the right solutions, at the right time, on the right terms. Our customers choose us because we understand their challenges, move quickly to solve them, and consistently deliver results.

Today, BSC is in an exciting period of rapid growth. We are expanding our reach, strengthening our capabilities, and investing in our people to meet increasing demand across the markets we serve. Our growth creates real opportunity - for driven sales professionals, problem-solvers, and relationship builders who want to make an impact and help accelerate our momentum.

At BSC, you’re not just filling a role - you’re helping customers succeed, building lasting partnerships, and contributing to a company that is scaling with purpose. If you’re energized by growth, motivated by results, and excited to be part of a high-performance team with strong industry roots and ambitious forward vision, BSC Industries is a place where you can build a meaningful and upward-moving career.

Key Responsibilities

Leading and Enabling the Specialist Team

• Lead, coach, and develop the Customer Success Specialist team, setting clear expectations for responsiveness, accuracy, and follow-through on every customer interaction.
• Assign and maintain primary, secondary, and tertiary ownership on every account so coverage never gaps, adjusting for volume, absences, and turnover.
• Onboard and train new Specialists on products, CRM and ERP systems, pricing and contract terms, and customer-specific programs, building the knowledge depth needed to answer customers without hand-offs.
• Hold regular one-on-ones and account reviews with each Specialist, coaching against service metrics and direct customer feedback.
• Clear roadblocks for the team - decide pricing, expediting, and return exceptions within authority, escalate what falls outside it, and secure the purchasing, supplier, operations, and branch support needed to close open items.
• Own the escalation path: take on issues the team cannot resolve and drive them to resolution with clear ownership and committed timelines.
• Define, document, and enforce the team's service standards - response times, quote turnaround, order confirmation, and backorder or delivery-change communication - so every customer gets the same experience.
• Balance workload and account assignments across the team, monitoring inquiry volume, open-item aging, and response times, and adjusting coverage or staffing before service slips.

Delivering Elite Service to the Assigned Customer Group

• Own the overall health, satisfaction, and retention of the assigned customer group, maintaining working knowledge of each key account's requirements, decision-makers, and risk profile.
• Maintain a proactive contact cadence with key customers - periodic business reviews and on-site visits alongside the assigned Specialist - rather than waiting for issues to surface.
• Track service performance for the group - fill rate, on-time delivery, response and quote turnaround, open-item aging, returns and credits - and act on negative trends before customers feel them.
• Identify at-risk accounts early through declining spend, repeat service failures, unresolved items, or relationship gaps, and lead documented recovery plans.
• Partner with sales and branch leadership so the team's daily execution matches account strategy, and route customer intelligence gathered by Specialists to the account's sales owner.
• Manage purchasing and supplier relationships to resolve availability, sourcing, and lead-time issues affecting the group.
• Identify growth opportunities within the assigned customer group - additional locations, product categories, inventory and VMI programs - and hand them to the account's sales owner with supporting detail.

Qualifications

• 5+ years of experience in customer service, inside sales support, account management, or customer success, ideally in industrial distribution or another multi-branch environment.
• 2+ years leading or supervising a customer-facing support team, with a track record of training, coaching, and developing people.
• Deep enough product, pricing, and systems knowledge (CRM and ERP) to answer the team's questions, decide exceptions, and step into a customer conversation directly.
• Excellent communication and relationship-building skills with both customers and internal teams, from the branch floor to leadership.
• Strong analytical, problem-solving, and organizational abilities, including comfort with account metrics and forecasting.
• Experience leading cross-functional initiatives across sales, customer service, operations, and purchasing.
• Proficiency with CRM systems, Microsoft Office, and business software applications.
• Willingness to travel to customer and branch locations as needed.

EEO Statement

BSC Industries is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability status, protected veteran status, or any other characteristic protected by law.

If you require reasonable accommodation to complete a job application, pre-employment testing, or a job interview, or to otherwise participate in the hiring process, please contact Human Resources.