Customer Success Representative – Better Built Machines (Shelbyville, KY)

Full-Time | On-Site | Project Management

Better Built Machines (BBM) is a fast-growing U.S. manufacturer of high-end CNC machinery built with American pride, innovation, and unmatched craftsmanship. We are searching for a Customer Success Representative to lead and communicate with our customers as we continue to deliver top tier products nationwide.

Position Overview

The Customer Success Representative serves as the primary front-end point of contact for our customers from the final sale to the machine delivery and installation. This role bridges the gap between sales, operations, and field service, managing the customer onboarding journey, machine installation logistics, and post-sale training schedules. The ideal candidate is a highly organized communicator who thrives on project management, proactive follow-ups, and delivers exceptional client experience.

This position manages commercial and logistical relationships and is not a technical support or field service role.

Key Responsibilities

Customer Account & Project Management

• Front-End Project Management: Act as the primary project manager for all equipment and machine purchases, ensuring a seamless transition from the sales cycle to delivery.
• Installation Coordination: Oversee the logistical timeline for new machine installations. Coordinate schedules between the customer, logistics partners, and internal field service technicians.
• Onboarding & Training Scheduling: Organize post-installation training sessions for customers, ensuring their teams are equipped to maximize the value of their new equipment.
• Inbound Communication: Serve as the main point of contact for inbound customer phone calls and inquiries regarding order statuses, delivery timelines, and general questions.

Relationship Management & Follow-up

• Proactive Follow-Ups: Conduct structured follow-up calls after installations, service calls and/or visits, and parts deliveries to ensure customer satisfaction and capture feedback.
• Cross-Functional Liaison: Route complex technical support or mechanical field service requests to the appropriate technical support teams swiftly and accurately.
• Customer Advocacy: Act as the internal voice of the customer, working with production, shipping, and leadership to resolve non-technical issues or delays.

Required Qualifications

• 2+ years of Customer Success, Account Management, or Project Coordination. Idealy this experience needs to be in a B2B environment—manufacturing, heavy equipment, industrial automation, or the stone industry.
• Strong organizational and project management skills, with the ability to prioritize and manage multiple projects. Fluent in Excel, Word, Outlook with the ability to create and manage documentation.
• Understanding of industrial equipment dependencies such as Power/Air/Water requirements.
• Strong communication skills and ability to collaborate across departments. Have the emotional intelligence and composure to de-escalate the situation and provide real solutions.

Preferred Qualifications

• Stone Industry Familiarity: Direct experience working with stone fabricators, countertop manufacturers, or industrial machinery.
• Technical Literacy: While this is explicitly not a tech support role, the ideal candidate should have enough mechanical or technical intuition to understand what a customer is talking about when they call, allowing them to route the issue to service or parts accurately without asking basic questions.
• Experience working in a fast-growth environment or startup-style culture.

Key Personality Traits (The Culture Fit)

• High Accountability: They "own" the customer after the sale. If a shipment is delayed, they proactively call the customer before the customer calls to complain.
• Process-Oriented: They naturally want to create checklists and standard operating procedures (SOPs) to ensure no two machine installations handle onboarding differently.

What Success Looks Like in This Role

"Success in this role means our customers never have to wonder 'what's next?' after they purchase new machinery. You will own the logistical relationship, keeping them informed, excited, and prepared for their equipment to arrive, while ensuring our field teams walk into a seamless installation environment."

Location

This role is on-site at our manufacturing headquarters in Shelbyville, Kentucky.

Why Join Better Built Machines?

At BBM, we don’t just build machines—we build American jobs, American craftsmanship, and American pride. You’ll play a key leadership role in shaping the future of a company that is redefining U.S. manufacturing in the stone fabrication industry.

Job Type: Full-time

Pay: $45,000.00 - $65,000.00 per year

Benefits:

• 401(k) matching
• Dental insurance
• Health insurance
• Paid time off
• Paid training
• Vision insurance

Work Location: In person