Daniel Defense, LLC · 12 hours ago
CUSTOMER SUCCESS TEAM MANAGER
Black Creek, GA
Full-time
Onsite
Mid, Senior Level
4+ years expDaniel Defense is a company that engineers and manufactures premium weapon systems and accessories. The Customer Success Team Manager will lead a high-performing team, develop customer success metrics, and ensure a seamless experience for commercial clients.
Law EnforcementManufacturingMilitary
Responsibilities
Responsible for demonstrating commitment to and leadership of environmental health and safety principles, policies and procedures
Build, develop, and coach a high-performing Customer Success team responsible for a portfolio of commercial clients
Participate in the development and implementation of customer success metrics that will drive business decisions
Represent the voice of the customer in all Daniel Defense business practices
Engage with and guide other departments in implementing strategies that bring value to our customers
Lead the customer success, customer service, and warranty teams
Establish a strong team culture focused on continuous learning, collaboration, and excellence
Conduct regular performance reviews and provide constructive feedback to team members
Partner with assigned customers to understand their unique needs and business goals
Develop and implement customer success plans that drive adoption, usage, and value realization
Proactively identify and address customer challenges and roadblocks
Measure and track key customer success metrics, including Net Promoter Score (NPS) and churn rate
Analyze customer data and feedback to identify opportunities for improvement in the customer journey
Develop and implement customer success best practices, processes, and methodologies
Collaborate with cross-functional teams (Sales, Product, Marketing) to ensure a seamless customer experience
Participate in the development and execution of the overall customer success strategy
Maintain clear and consistent communication with customers, internal stakeholders, and executive leadership
Present customer success insights and recommendations to various audiences
Foster a collaborative environment with other departments to ensure customer success
Expected to be a contributor to the company standards on high integrity, safety, fair and equitable treatment and a positive work environment
Provides adequate support, training and development to team members to continuously improve Safety, 6S, Quality, Delivery and Productivity
Other responsibilities as deemed appropriate or necessary by management
Qualification
Required
Bachelor's Degree in Business or related field with 4-7 years of prior experience in a Customer Success leadership role, or a combination of related experience, education and/or training to sufficiently and successfully perform the essential functions of the job
Proven track record of building and leading high-performing teams
Deep understanding of customer success principles and methodologies
Strong analytical and problem-solving skills
Excellent communication and interpersonal skills
Ability to work collaboratively in a fast-paced environment
Experience working with commercial sales accounts a plus
Demonstrated ability to work in accordance with our Company Values
Must be able to lift and carry awkward items weighing up to 50 pounds
Requires intermittent standing, walking, sitting and bending throughout the workday
Must be able to work in a manufacturing environment, to include working in and around machinery, exposure to noise and chemicals, lights/lasers, etc
Must be able to wear appropriate Personal Protection Equipment as required by your position and/or Company policy
Company
Daniel Defense, LLC
Daniel Defense is a family-owned and privately held firearms manufacturer located in Black Creek, Georgia.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Marsha Grovenstein
Assistant to the President and Chief Human Resources Officer
Recent News
2025-11-08
2025-08-25
Maryland Daily Record
2025-08-22
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