Customer Success Partner

Protolabs is a leader in digital manufacturing, committed to building a diverse team. The Customer Success Partner role is essential to enhancing the customer experience by ensuring seamless interactions and delivering high-quality service through effective communication and operational support.

Responsibilities

• Ensure a seamless customer experience by reviewing and validating customer purchase orders for accuracy and completeness
• Enter and manage customer orders while developing a strong understanding of order workflows, systems, and downstream impacts
• Reconcile and verify customer payments, proactively resolving discrepancies to keep orders moving forward
• Act as a central liaison across departments, ensuring customer needs, questions, and issues are clearly communicated and escalated when needed
• Maintain accurate and up‑to‑date customer records in collaboration with the Customer Service Coordinator to support data integrity and reporting
• Manage incoming customer inquiries, assessing urgency and routing requests efficiently to the appropriate internal teams
• Deliver responsive, professional support via phone and email, partnering with customers to answer questions and resolve concerns effectively
• Contribute to team performance by supporting and tracking key service metrics
• Take on additional responsibilities as needed to support team initiatives and continuous improvement efforts

Skills

• High school diploma or equivalent; additional education or training is a plus
• 1–2 years of customer service, client support, or related experience, with a passion for helping customers succeed
• Strong attention to detail and pride in delivering accurate, high‑quality work
• Customer‑focused mindset with a genuine interest in building positive, professional relationships
• Sound judgment and decision‑making skills, with the ability to navigate situations thoughtfully and confidently
• Clear, open communication style with a commitment to transparency and teamwork
• Comfortable using Microsoft Office tools and learning new technologies quickly
• Professional, friendly phone presence with the ability to speak clearly and confidently with customers
• Ability to multitask effectively in a fast‑paced environment while maintaining a high level of accuracy
• Comfortable adapting to new systems, processes, and programs as the business grows
• Strong problem‑solving skills, with the ability to troubleshoot issues and think creatively to reach solutions
• Resourceful and collaborative—knowing how to leverage tools, documentation, and teammates to resolve customer needs
• Proficient in computer usage with accurate typing skills (40+ wpm) to support efficient customer interactions
• Due to ITAR regulations, this role is only open to U.S. Citizens, lawful permanent residents (green card holders) or foreign nationals granted refugee or asylee status
• College degree
• Customer Service experience in a manufacturing environment
• Experience working in a fast-paced, dynamic environment
• Experience working in a team-centric, pool concept environment

Benefits

• Health Insurance: Traditional OR High Deductible plan
• Flexible Spending Accounts
• Health Savings Account (including employer contributions)
• Dental and Vision
• Basic and Supplemental Life Insurance
• Short-Term and Long-Term Disability
• Paid caregiver leave
• You will receive 3 weeks of PTO + Wellness Hours + Holiday Pay + Volunteer Hours
• 401k with company match and immediate vest
• Employee Stock Purchase Program at a 15% discounted rate
• Matching grants through Protolabs foundation

Company Overview