Manager, Customer Success

Position Summary Manages a group of Customer Advocates focused on a specific customer base, ensuring a professional and efficient team environment. Acts as an escalation point and leads customer success strategies to increase retention, satisfaction, and loyalty. Core Responsibilities Participate in developing and implementing customer success strategies to increase customer retention, satisfaction, and loyalty. Attract, retain, build, and lead a team of Customer Success Partners to ensure high customer service and satisfaction levels. Ensure Customer Success Partners build and maintain strong relationships with customers, maximizing success with our products and services. Develop customer loyalty, retention, and advocacy through proactive engagement, effective problem‑solving, and delivering exceptional support experiences. Work closely with sales, inventory, demand planning, supply planning, PMF teams, contracts/pricing, and overall operations teams to ensure alignment and smooth customer operations and transitions. Handle escalations of repeated issues reported from Customer Service and/or directly from customers. Build and maintain strong collaborative relationships with internal customers—RSDs, AEs, and Operations Teams. Maximize top‑line dollars by minimizing inventory impacts, out‑of‑stock events, and product‑availability issues through proactive communication with customers. Drive a continuous‑improvement culture within Customer Success. Identify opportunities for continuous improvement and implement necessary changes. Manage customer escalations effectively and proactively. Develop and maintain strong relationships with key customer stakeholders and internal partners—RSDs, AEs, CPS, and Sales Operations teams. Gather and analyze customer feedback, requests, and suggestions; act as a voice of the customer and provide valuable insights for internal improvements. Analyze data and reports to identify improvement opportunities, non‑compliance issues, or further training or development needs. Partner with the Commercial Training Team to ensure materials are updated according to business needs. Communicate with Sales Compensation regarding monthly variable‑pay incentive for direct teammates. Monitor customer health and engagement through key metrics—usage patterns, renewal dates, and customer satisfaction scores—to mitigate churn risks and drive renewals. Monitor other KPIs to measure the effectiveness of the Customer Success Partners and the direct team. Define and track customer success metrics—customer retention rates and satisfaction scores—to assess and report on success for the direct team. Advocate for customer needs and insights within the organization. Ensure team performance metrics—resource planning, absenteeism, attrition—are met. Determine and implement appropriate performance‑management plans to improve or correct team behavior. Perform quality assurance on team’s customer interactions to support development and performance of direct reports. Ensure the consistent cross‑flow of information between leadership and direct reports; lead daily/weekly huddle groups. Execute bi‑weekly 1:1 sessions with direct teammates to review portfolio status, KPIs, customer health, and employee satisfaction/performance. Perform annual performance reviews for direct reports. Communicate directly with the direct team and/or customers during system issues, maintenance periods, service outages, or natural disasters. Use project‑management skills to develop implementation plans and accurate timelines to ensure business objectives are met. Ensure the team understands the customer strategy while assisting to drive proprietary products within all customers. Identify and analyze relevant data from various teams and jointly develop troubleshooting countermeasures, risk‑mitigation plans, and process improvements. Collaborate with cross‑functional teams to manage and update the inventory‑management process with category managers, planning, sales, and customer service. Act as an ambassador to the team by actively supporting the values of the broader Owens & Minor organization. Qualifications Bachelor’s degree in Business Administration or a related field. Proven experience in a customer‑facing leadership role. Understanding of customer success principles and customer lifecycle management. Prior people‑management experience with large, complex, and/or cross‑functional teams. Strong understanding of business and overall operations. Strong cross‑functional knowledge and capabilities within the Customer Care Organization. Proven leadership, managerial, interpersonal, and personal‑development skills. Influential change agent. Demonstrated skill and confidence in proactively building relationships with top‑tier partners/leaders internally and externally. Energetic, flexible, collaborative, and proactive leader who welcomes challenges. Strong ability to communicate effectively and persuasively, both verbally and in writing. Manages time and resources effectively through strong organization, multitasking, delegation, and project‑management skills. Works independently as a self‑starter committed to delivering the highest level of customer service/support, quality, and results. Anticipates problems and works proactively to solve them through creative thinking. Ability to clearly communicate, diffuse difficult situations, and authentically provide encouragement and recognition. Prior experience working in Life Sciences or Healthcare is strongly preferred but not required. Compensation and Benefits The anticipated salary range for this position is $90‑98K base salary, plus an AIP of 10%. The actual compensation offered may vary based on job‑related factors such as experience, skills, education, and location. Comprehensive Healthcare Plan – Medical, dental, and vision plans start on day one of employment for full‑time teammates. Educational Assistance – offer to all eligible teammates enrolled in an approved, accredited collegiate program. Employer‑Paid Life Insurance and Disability Coverage. Voluntary Supplemental Programs – options to secure financial future including supplemental life, hospitalization, critical illness, and other insurance programs. Support for Your Growing Family – Adoption assistance, fertility benefits (in medical plan), and parental leave available for teammates planning for a family. Health Savings Account (HSA) and 401(k) – voluntary financial programs to help teammates prepare for their future. Paid Leave – sick days, short‑term leave, holidays, vacation days, personal days, and parental leave. Well‑Being – Teammate Assistance Program (TAP), Calm Health, Cancer Resources Services, discount programs at no cost. Application Information This position will accept applications on an ongoing basis. Equal Opportunity Employer Statement Owens & Minor is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, national origin, sex, sexual orientation, genetic information, religion, disability, age, status as a veteran, or any other status prohibited by applicable national, federal, state or local law. #J-18808-Ljbffr