Customer Success Manager

Customer Success Manager

At Evident, we deliver optical technology that pushes the limits of scientific discovery. Through advanced microscopy solutions, we help researchers and innovators illuminate the unseen. We are looking for a Customer Success Manager, OEM with responsibility for managing day-to-day commercial activities for assigned OEM customers and supporting the growth of the OEM business through proactive customer engagement, quotation management, opportunity identification, and order execution. This role serves as the primary commercial contact for smaller and transactional OEM accounts while supporting Strategic Account Managers on larger accounts. The Customer Success Manager works closely with customers, Customer Care, Applications Engineering, Account Managers, Operations, and Product Management to ensure responsive and professional customer experience. The position focuses on customer retention, operational excellence, quote-to-order conversion, and identification of incremental growth opportunities. Through regular customer interaction, the Customer Success Manager helps maintain customer satisfaction, uncover new opportunities, and ensure seamless execution of the sales process.

Key Responsibilities

• Customer Account Management
  • Manage a portfolio of OEM customers and serve as the primary commercial contact for day-to-day business activities.
  • Build and maintain strong working relationships with purchasing, operations, and technical contacts.
  • Ensure a high level of customer responsiveness and satisfaction through proactive communication and follow-up.
  • Support customer onboarding, product introductions, and ongoing account maintenance.
• Quotation & Order Management
  • Prepare quotations and manage the quote-to-order process in a timely and accurate manner.
  • Follow up on open quotations and customer inquiries to maximize conversion rates.
  • Coordinate with Strategic Account Managers, Operations, and Supply Chain teams to ensure timely order fulfillment and issue resolution.
  • Support pricing administration and contract execution in accordance with company policies.
• Opportunity Development
  • Maintain regular contact with customers to understand evolving business needs and identify incremental growth opportunities.
  • Monitor customer purchasing trends and proactively recommend products or solutions that support customer objectives.
  • Identify opportunities for design-in activities and engage Strategic Account Managers or Applications Engineers as appropriate.
  • Support revenue growth through effective account management and proactive customer engagement.
• Pipeline & Sales Operations
  • Maintain accurate customer, opportunity, and forecasting information within CRM systems.
  • Support sales forecasting, pipeline reviews, and business planning activities.
  • Track and manage customer activities to ensure timely follow-up and execution.
  • Ensure adherence to established sales processes and commercial policies.
• Cross-Functional Collaboration
  • Coordinate closely with Strategic Account Managers, Applications Engineering, Product Management, Operations, and Supply Chain teams.
  • Facilitate communication between customers and internal stakeholders to ensure efficient resolution of issues.
  • Support Strategic Account Managers on key customer initiatives and growth opportunities.
  • Ensure seamless transition of opportunities from design win through production and ongoing support.
• Customer & Market Intelligence
  • Gather customer feedback on products, services, and market requirements.
  • Monitor customer activity and communicate changes in business conditions, purchasing patterns, and competitive dynamics.
  • Provide market intelligence and customer insights to commercial leadership and Product Management.
  • Support the identification of emerging opportunities within target markets and applications.

Competencies

Customer focus and responsiveness, commercial acumen, relationship management, organizational and time management skills, opportunity identification, attention to detail, cross-functional collaboration, communication and presentation skills, problem solving and initiative, CRM and sales process discipline.

Minimum Qualifications

Bachelor's degree in business, Engineering, Life Sciences, Physics, or related discipline preferred. 37 years of experience in inside sales, customer service, sales support, or account management within a B2B environment. Experience supporting OEM, industrial, life science, scientific instrumentation, semiconductor, or technical product businesses preferred. Experience working with CRM systems and sales forecasting processes. Strong verbal and written communication skills. Ability to manage multiple customer requests and priorities simultaneously. Strong organizational and follow-up skills. Proficiency with CRM, ERP, and Microsoft Office applications. Ability to understand technical products and communicate effectively with technical and commercial stakeholders. Strong analytical and problem-solving skills.

Other Considerations (travel/hours availability, etc.):

Limited travel (<10%) may be required for customer visits, trade shows, or company meetings. Ability to work effectively in a fast-paced, customer-focused environment.

Core Evident Behaviors

Think Big- Sets ambitious goals, thinks beyond the immediate and works outside of own area for insight and inspiration to excel. Own the outcome- takes a high degree of personal accountability, ownerships and embraces a customer-centric approach to prioritization, planning and work. Test. Decide. Go-Open minded, willing to try new things, balances risk with agility in a culture of learning and rapid growth, moves at pace to get the right things done. Kaizen Everywhere, Everyday - Solicits feedback to enhance effectiveness, continually identifies and drives improvement and new ways of working, operating and thinking.

Many Evident positions are located at export-control-restricted work locations or require access to export-controlled information. To be considered for these positions, you must be a U.S. Persons. If hired, you must be able to provide valid proof of such status.

We realize that work is more than just a job for you. It is a big part of your life, but not the only one. That's why we offer competitive salaries, an annual bonus program and comprehensive medical benefits, as well as tuition reimbursement, flexible hours, parental and adoption leave, on-site services and support networks, all so that you are ready to meet life's challenges. We are committed to fostering a culture of well-being and inclusion by conveying the values that are most important to our employees.