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Customer Success Manager

- - - Forma Steel specializes in manufacturing high-quality steel roofing, siding, trim, and custom panels in a wide range of gauges, colors, and finishes. We manufacture our product in Fort Macleod, AB, approximately 25 minutes West of Lethbridge.

We are currently looking to fill the following position in our Fort Macleod Facility

Customer Success Manager

Scope

This role drives the customer experience and ensures customer retention and satisfaction is top of mind. It keeps the team accountable, coaches for accuracy and speed, and builds processes that scale with the business. This is a hands-on leadership role that blends people management, process improvement, and direct customer relationship building.

At Forma Steel, our Core Values are at the heart of everything we do. To be successful in this role, the ideal Candidate will:

• Be Passionate, Positive & Productive

• Be Respectful, Helpful & Caring

• Be Responsible & Reliable

• Be Solution-Focused

• Do The Right Thing

Key Responsibilities

- Lead, coach, and develop a team of Customer Success Representatives, Estimators, and Support team members, setting clear expectations and performance goals

- Oversee the customer journey — from initial inquiry and quoting through order fulfillment and post-sale support

- Review and ensure accuracy of steel cladding takeoffs, material estimates, and pricing before quotes go to customers

- Build and refine workflows and department procedures for response times, quote turnaround, and issue resolution





- Act as an escalation point for complex or high-value accounts and resolve customer concerns quickly and professionally

- Partner with Sales, Production, and Logistics to ensure estimates align with capacity, lead times, and material availability

- Track team KPIs (quote turnaround time, win rate, customer satisfaction, order accuracy) and report on trends to leadership

- Identify training gaps and implement onboarding/ongoing training for estimating software, product knowledge, and customer communication

- Support hiring, onboarding, and performance reviews for the customer success team

Key Requirements

- 3+ years of experience in a customer success, estimating, or account management leadership role, ideally in steel, metal building products, cladding, roofing, or a related construction/manufacturing industry

- Working knowledge of steel cladding products, takeoffs, and estimating processes (or robust aptitude to learn quickly)

- Proven experience managing or supervising a team, with a track record of coaching people to hit performance targets

- Excellent communication skills — comfortable talking with contractors, architects, and internal stakeholders alike

- Exceptional time management and organizational skills, with a proven track record of managing multiple projects, people and deadlines at once

- Proficiency with CRM and CAD based estimating software (e.g. Hubspot) Excel skills a plus

- Problem-solver who stays calm under pressure and can de-escalate tense customer situations

Ability to work non traditional hours based on surge customer need and occasional travel to customer sites may be required.

Qualified applicants should apply with a resume and cover letter.

Please visit our careers page to see more job opportunities.

📌 Customer Success Manager (Macleod)
🏢 Structural Truss Systems u0026 Forma Steel
📍 Macleod