Customer Success Manager

Customer Success Manager
Location: Littleton, MA
Base Salary: $85,000-$100,000 + Quarterly Bonus Potential
Benefits: Medical, Dental, Vision, FSA, 401k, PTO, Sick Time, Holidays
Job Type: Full-Time
Start Date: ASAP
Typical Hours: M-F, 8 AM - 5 PM (some flexibility)
Sponsorship is not available

Customer Success Manager Description

Our client, an international technology solutions provider, is seeking a Customer Success Manager to join their team in Littleton, MA. This role serves as the primary owner of long-term customer relationships, acting as the bridge between customers and internal teams including engineering, production, operations, purchasing, and sales. This position is focused on coordinating multiple moving parts internally, driving customer communication, and ensuring successful execution throughout the product lifecycle. You'll manage 3 to 5 customer accounts at various stages of product development, production, and ongoing account support. Their team has experienced consistent double-digit growth over the past four years and continues to invest heavily in expanding its US operations. This is a great opportunity for someone who enjoys building relationships, solving problems, and making a visible impact within a growing organization.

Who You Are:

You value the trust your customers and colleagues place in you and take pride in being your client's advocate while staying aligned with the company's goals. You know when to follow a process and when to color outside the lines. That's why you're drawn to growing, evolving environments. Growth doesn't scare you; it energizes you because you enjoy environments where no two days look exactly the same.

You're a problem solver who takes ownership, communicates openly, and knows how to balance competing priorities without losing sight of the customer's needs. You understand the difference between building alignment and simply getting agreement, taking the time to explain the "why" behind decisions. You're drawn to technology, enjoy navigating complex conversations, and aren't intimidated by technical products. Ultimately, you're looking for an opportunity where your contributions will make a visible impact across the organization.

Customer Success Manager Responsibilities

• Manage a portfolio of customer accounts throughout various stages of the project lifecycle
• Serve as the primary point of contact and escalation path
• Coordinate engineering, operations, purchasing, and sales teams
• Lead recurring customer meetings, operational reviews, and issue resolution discussions
• Support new product introduction and production kickoff activities
• Coordinate customer order flow, forecasting, and production demand alignment
• Partner with engineering teams on product updates, changes, and replacement components
• Identify operational inefficiencies and support process improvement initiatives
• Provide visibility into overall account health, operational risks, and customer concerns
• Support onboarding and transition activities for new customer engagements

Customer Success Manager Qualifications

• 5+ years of B2B customer success, account management, or operations experience
• Experience managing multiple customer-facing accounts or client-facing projects simultaneously
• Able and willing to work onsite daily in Littleton
• U.S. Citizenship or Permanent Residency in the US is required for this position due to federal government/military contract requirements