Forma Steel specializes in manufacturing high-quality steel roofing,siding, trim, and custom panels in a wide range of gauges, colors, andfinishes. We manufacture our product in Fort Macleod, AB, approximately 25minutes West of Lethbridge.
We are currently looking to fill thefollowing position in our Fort Macleod Facility
Customer Success Manager
Scope This role drives the customer experienceand ensures customer retention and satisfaction is top of mind. It keeps theteam accountable, coaches for accuracy and speed, and builds processes thatscale with the business. This is a hands-on leadership role that blends peoplemanagement, process improvement, and direct customer relationship building.
At Forma Steel, ourCore Values are at the heart of everything we do. To be successful in thisrole, the ideal Candidate will:
Be Passionate,Positive & Productive
Be Respectful,Helpful & Caring
Be Responsible& Reliable
BeSolution-Focused
Do The RightThing
Key Responsibilities Lead,coach, and develop a team of Customer Success Representatives, Estimators, andSupport team members, setting transparent expectations and performance goals
Overseethe customer journey — from initial inquiry and quoting through orderfulfillment and post-sale support
Review andensure accuracy of steel cladding takeoffs, material estimates, and pricingbefore quotes go to customers
Build andrefine workflows and department procedures for response times, quoteturnaround, and issue resolution




Act as anescalation point for complex or high-value accounts and resolve customerconcerns quickly and professionally
Partnerwith Sales, Production, and Logistics to ensure estimates align with capacity,lead times, and material availability
Track teamKPIs (quote turnaround time, win rate, customer satisfaction, order accuracy)and report on trends to leadership
Identifytraining gaps and implement onboarding/ongoing training for estimatingsoftware, product knowledge, and customer communication
Support hiring, onboarding, and performance reviews for the customer success team
Key Requirements 3+ yearsof experience in a customer success, estimating, or account managementleadership role, ideally in steel, metal building products, cladding, roofing,or a related construction/manufacturing industry
Workingknowledge of steel cladding products, takeoffs, and estimating processes (orstrong aptitude to learn quickly)
Provenexperience managing or supervising a team, with a track record of coachingpeople to hit performance targets
Excellentcommunication skills — comfortable talking with contractors, architects, andinternal stakeholders alike
Exceptionaltime management and organizational skills, with a proven track record ofmanaging multiple projects, people and deadlines at once
Proficiencywith CRM and CAD based estimating software (e.g. Hubspot) Excel skills a plus
Problem-solverwho stays calm under pressure and can de-escalate tense customer situations
Ability to work non traditional hours basedon surge customer need and occasional travel to customer sites may be required.

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📌 Customer Success Manager (Alberta)
🏢 Structural Truss Systems & Forma Steel
📍 Alberta