Customer Success Manager - Solutions

About RS Group

Across the industrial design, manufacturing and maintenance worlds, we’re the digital destination for product and service solutions to help our customers with the maintenance, repair and operation of their businesses. We provide global access to an unrivalled range of over 750,000 stocked industrial products. Each day our team of experts deliver solutions to resolve our customer’s challenges across design, procurement, inventory and maintenance. We consistently strive to deliver the best possible service to all of our customers and challenge ourselves to provide a seamless procurement experience.

We are one team. We deliver brilliantly. We do the right thing. We make every day better. These are our values. They unite our c.9,000 global colleagues and differentiate us from our competition. They are a mix of how we work today and how we must step up for the future. Most importantly, it is one set of values shaped by our people, for our people.

Together, we can make great things happen. Aim for amazing and beyond.

Customer Success Manager – Solutions Delivery   

Job Description

• Own the delivery of Custom Order Solutions from quote to cash.
• Collaborate with VAS BDMs, Sales, and internal stakeholders to validate requirements, scope feasibility, and build detailed customer-facing quotes and documentation.
• Maintain visibility across fulfilment timelines, component availability, partner workflows, and invoicing cycles.
• Act as the primary contact for backlog management and fulfilment performance across assigned orders.
• Provide proactive updates and communication across internal and customer-facing touchpoints.
• Serve as a trusted advisor and central point of contact for customers throughout onboarding, fulfilment, and post-sale engagement.
• Resolve escalations quickly and effectively, acting as the customer’s internal advocate.
• Develop and refine onboarding materials, templates, SOPs, and process documentation to improve transparency and repeatability.
• Support onboarding and success for eProcurement Solutions when required, including PunchOut, EDI/cXML, hosted catalogs, and integrations with Spend Management Platforms (e.g., Coupa, SAP Ariba, Jaggaer).
• Partner with other CSMs and Sales to deliver seamless customer experiences across solution types.
• Participate in the development of scalable processes that align with both Custom Order and eProcurement solution delivery.
• Use KPIs and dashboards to monitor performance and drive improvements in order accuracy, lead time, and customer satisfaction.
• Support the development of SLA frameworks, ensuring accurate front-end data capture to enable effective measurement.
• Contribute insights for continuous improvement efforts and collaborate across teams to refine value streams and delivery models.
• Build foundational knowledge in eProcurement and emerging RS capabilities (e.g., VMI, Web Order Tools).
• Progress toward becoming a balanced subject matter expert, able to flex seamlessly across both Custom Order and eProcurement portfolios.

Location: Dallas – Fort Worth, TX

Remote/Office Location/Hybrid: Remote or Hybrid

Travel Requirements: Domestic

About the role

As a Customer Success Manager – Solutions Delivery, your primary focus will be to lead the successful delivery and adoption of RS Value Added Solutions for Americas customers. These solutions involve complex, tailored, and often non-standard configurations that require a high level of coordination, problem-solving, and attention to detail.

You’ll act as a key interface between Sales, GSBS, Supply Chain, 3rd party software and fulfilment partners, and our customers, ensuring that every step of the sales into service process runs smoothly. From scoping and quoting to fulfilment, integration, and reporting, you will drive transparency, accountability, and continuous improvement across the value stream.

Whilst this role will initially have an emphasis on Custom Order Solutions, the role holder will play a critical support role across RS’s broader solutions portfolio, including eProcurement capabilities such as PunchOut, EDI/cXML, eCatalogs, and other emerging services like Vendor Managed Inventory (VMI) and web order management tools. Over time, you’ll expand your knowledge and become a balanced subject matter expert across all solution areas.

Success will come from:

• Collaborating extensively: Work closely with solutions, technology, digital, supply chain, marketing, and sales teams to ensure a seamless customer experience.
• Optimizing processes: Develop, monitor, and enhance scalable processes and tools to support customer onboarding and ongoing success.
• Serving as an SME: Act as an internal and external subject matter expert (SME) for Custom Order Solutions.
• Working with partners: Support the wider Solutions Team to build out broad and productive relationships with technology and fulfilment partners.

What we’re looking for 

Essential:

• 3–5 years in a customer-facing role such as customer success, sales operations, order fulfilment, or solution delivery.
• Strong background in supporting custom, configured, or non-standard order workflows in a distribution, manufacturing, or technical services setting.
• Proven track record of managing internal stakeholders and delivering on customer expectations across complex workflows.
• Excellent communication skills, with a proactive and solution-oriented mindset.
• Strong attention to detail and organizational skills to manage priorities and maintain visibility into deliverables.
• Comfort working in CRM tools (Salesforce preferred) and ERP systems such as SAP.
• Familiarity with quote-to-order and order-to-cash processes.

Desirable:

• Exposure to eProcurement integrations and platforms (PunchOut, cXML/EDI, eCatalogs, Coupa, Ariba, Jaggaer, etc.).
• Experience working with both front-end sales and back-office operations teams.
• Understanding of MRO, industrial distribution, or capital equipment environments.
• Willingness to grow into broader solution ownership and customer-facing SME responsibilities.

Equal Employment Opportunity

RS Americas is an equal opportunity employer and maintains policies and practices that are designed to prevent and prohibit unlawful discrimination against any qualified employee or applicant on the basis of race, color, religion, ancestry, national origin, sex, sexual orientation, gender identity, age, military/veteran status, disability, genetic information, citizenship status, or any other unlawful classification to the extent protected by law. This policy of non-discrimination applies to all employment practices, including hiring, compensation, benefits, promotion, training and termination. Employees who engage in unlawful discrimination will be subject to disciplinary action, up to and including termination.

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