Customer Success Manager

Customer Success ManagerThe 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.ResponsibilitiesSupport day-to-day communication with customers, ensuring timely responses and follow-ups.Help maintain positive customer relationships through organization and reliabilityEscalate risks or concerns to the Department Lead proactivelyProject Coordination & SupportManage project timelines, deliverables, and documentationCreate and maintain project plans and trackersTranslate customer requests into internal tasks and next stepsLead customer meetings and capture notes, actions, and follow-upsCross-Functional CoordinationCoordinate with internal teams (R&D, Packaging, Supply Chain, Quality, Production) to track progressFollow up on key milestones and ensure updates are reflected in project systemsIdentify delays or risks and communicate them to the Team LeadRetail & Launch Readiness SupportTracking key milestones tied to retailer timelines and launch datesSupport documentation related to customer-requested compliance, labeling, and specificationsForecasting & Planning SupportMaintain project data accuracy in internal systemsUpdate timelines, forecasts, and scope changesPerformance & ReportingTrack KPIs (timeliness, sample status, milestone completion)Prepare internal and customer-facing updatesPerform other duties as assignedMinimum Education & ExperienceBachelor's degree or equivalent experience preferred2-4 years of experience in project coordination, account support, or operationsExperience in manufacturing, Consumer Packaged Goods (CPG), or supply chain environments preferredKnowledge, Skills & AbilitiesStrong organizational and time management skillsAbility to manage multiple tasks and deadlinesClear and professional communication skillsDetail-oriented with strong follow-throughProficiency in Microsoft Office and project tracking tools (Monday.com, Smartsheet, MS Project, a plus)Willingness to learn cross-functional processes in manufacturingAbility to maintain regular and predictable attendanceTravel & Working ConditionsPrimarily Office environment – climate-controlledHybrid work arrangements may be consideredTravel requirements up to 10 - 15 % annually