Customer Success Manager

Customer Success Manager

The Cohere Beauty Customer Success Manager supports the execution of customer product development programs, partnering closely with Department Leads and cross-functional teams to deliver projects from concept through commercialization. This role manages timelines and coordinates internal stakeholders and customer communication for beauty and personal care programs.

The CSM plays a key role in keeping projects on track, ensuring accurate documentation, and proactively identifying risks, while developing strong project management and customer-facing skills.

Responsibilities

• Support day-to-day communication with customers, ensuring timely responses and follow-ups.
• Help maintain positive customer relationships through organization and reliability
• Escalate risks or concerns to the Department Lead proactively

Project Coordination & Support

• Manage project timelines, deliverables, and documentation
• Create and maintain project plans and trackers
• Translate customer requests into internal tasks and next steps
• Lead customer meetings and capture notes, actions, and follow-ups

Cross-Functional Coordination

• Coordinate with internal teams (R&D, Packaging, Supply Chain, Quality, Production) to track progress
• Follow up on key milestones and ensure updates are reflected in project systems
• Identify delays or risks and communicate them to the Team Lead

Retail & Launch Readiness Support

• Tracking key milestones tied to retailer timelines and launch dates
• Support documentation related to customer-requested compliance, labeling, and specifications

Forecasting & Planning Support

• Maintain project data accuracy in internal systems
• Update timelines, forecasts, and scope changes

Performance & Reporting

• Track KPIs (timeliness, sample status, milestone completion)
• Prepare internal and customer-facing updates

Perform other duties as assigned

Minimum Education & Experience

• Bachelor's degree or equivalent experience preferred
• 2-4 years of experience in project coordination, account support, or operations
• Experience in manufacturing, Consumer Packaged Goods (CPG), or supply chain environments preferred

Knowledge, Skills & Abilities

• Strong organizational and time management skills
• Ability to manage multiple tasks and deadlines
• Clear and professional communication skills
• Detail-oriented with strong follow-through
• Proficiency in Microsoft Office and project tracking tools (Monday.com, Smartsheet, MS Project, a plus)
• Willingness to learn cross-functional processes in manufacturing
• Ability to maintain regular and predictable attendance

Travel & Working Conditions

• Primarily Office environment – climate-controlled
• Hybrid work arrangements may be considered
• Travel requirements up to 10 - 15 % annually