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 explicit 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.

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