Join HARTING! A leader in connectivity products and custom solutions…..

We are seeking a Customer Success Manager (Hybrid Capable; based in Elgin, Illinois) to lead and collaborate with the Customer Success organization to deliver a customer experience in accordance with HARTING’s values and commitment to a customer-focused approach. The Customer Success Manager will play a pivotal role in transforming our organization and the customer journey, with success measured by key commercial outcomes such as renewals, expansion, and forecast accuracy. This Customer Success Manager will guide a team in the design and implementation of a new customer journey framework built on process, people, data, and technology. A strong focus on AI-driven personalization, targeting, and automation is essential to enhance efficiency and performance while maintaining an optimal cost-to-serve. This role requires cross-functional collaboration with the entire organization, such as finance, supply chain, and product teams, to maximize customer outcomes and deliver best practices and enablement across the organization.

HARTING aims to be a trusted advisor to HARTING customers and positions itself as the go-to source expert for industrial connectivity solutions. We partner directly with Original Equipment Manufacturers (OEMs) and Distribution partners for standard product, designed-in value-added products, and Product Development initiatives. 

To succeed in this role, you will be highly driven to:

• Lead and mentor a growing Customer Success team, fostering professional development, accountability, and high performance.
• Manage a portfolio of strategic customers, acting as a trusted advisor to drive adoption, retention, and growth.
• Guardian of Customer Experience: Proactively assesses, clarifies and validates customer needs on an ongoing basis. Regularly monitors customer satisfaction and proactively communicates internally to drive improvements and reporting to the customer. Schedules and coordinates Quarterly Business Reviews with the customer.
• Own renewal and expansion strategies across the customer lifecycle; partner with Sales and BI to deliver measurable Annual Recurring Revenue (ARR) growth and reduce churn through predictive analytics and proactive engagement.
• Design and implement scalable processes, playbooks, and best practices that strengthen retention, uncover upsell opportunities, and improve overall customer health.
• Build frameworks for customer onboarding, Quarterly Business Reviews (QBRs), Net Promotor Score (NPS) tracking, and value documentation at scale.
• Collaborate cross-functionally with Sales, Supply Chain, Product, and Engineering to ensure alignment on customer needs and value delivery.
• Drive revenue growth by ensuring accurate tracking of sales activities and projects, developing relationships within accounts, and partnering with Sales and Industry Segment Managers to create new leads and opportunities. Oversee setup of new locations for strategic accounts and follow up on samples, pricing, and projects as agreed with Sales.
• Serve as the voice of the customer, channeling insights into product development and company strategy.
• Participate in strategic discussions and conference calls, initiating and accommodating customer time zones to enhance business outcomes and customer experience.
• Act as liaison between customers and internal teams, managing escalations, driving solutions, and promoting continuous process improvement. Provide structured feedback to management and communicate business-critical information.
• Able to support non- traditional work hours to accommodate customer time zones for calls. Some travel, including international (up to 10%)
• Other duties as assigned.

Must have skills and experience:

• Bachelor’s degree in business, leadership or related field, or 10+ years of demonstrated success in an applicable leadership role.
• 5+ years of customer service or operations experience, preferably in a B2B manufacturing environment.
• 5+ years of leadership experience with a proven track record of building high-performing teams in a growing organization.

HARTING Americas is a subsidiary of HARTING Technology Group, a German-based global leader in industrial connectivity solutions. We develop, manufacture, and sell the world's most durable and reliable products and solutions for use in Machinery & Robotics, Automation Devices, Rail & Transportation, Intralogistics & Conveyor Systems, Energy, and Datacenter market segments.

As a third generation, family-owned company, with over 75 years of history, we continue to create value and shape the future with technologies for people. You will discover that we work hard – to fulfill our personal, company, and customer goals, and in our commitment to our community with our holiday drives and our paid VTO (Voluntary Time Off). You will also discover that we like to have fun – like when we celebrate the holidays, host theme days and sweater parties, prost to Oktoberfest, and much more!

HARTING USA offers an attractive total compensation package and employee benefits, including:

Compensation:

• HARTING's Total Compensation Structure includes a Base Salary and Bonus Percentage. 
• Competitive base salary: $120,000 - $145,000 (commensurate with experience, subject to change dependent on physical location)
• This role is eligible for a 10% discretionary annual bonus. 

Benefits:

• 21 days PTO (Paid Time Off) to start – quickly earn more PTO as you stick with us (36 days max)
• Medical, dental, and vision Insurance – several Blue Cross Blue Shield plan options to choose from
• Company-sponsored life, AD&D, and short- and long-term disability – at no cost to employee
• Paid parental leave, tuition and fitness reimbursement, and a hybrid working policy 
• 401(k) with a 4% dollar-for-dollar match – fully vested upon eligibility!