Customer Success Manager

Owns the customer's operational experience from transaction through follow-through — ensuring reliable execution, proactively managing account health (tracked via the CS health scorecard), and partnering with Sales to improve planning, continuity, and long-term value. Prepare for key customer moments, aligning internal and commercial partners, and demonstrating measurable improvement for the customer over time. manage key customer events, including onboarding, first orders, forecast changes, supply constraints, quality issues, business reviews, and growth opportunities to ensure a smooth customer experience. Coordinates the necessary stakeholders, communications, decisions, and follow-up actions to resolve issues proactively and prevent escalation. This is a remote position. Candidates must be legally authorized to work in the US.

RESPONSIBILITIES

Proactive Account Management

• Monitor backlog risk, log forecast changes, recurring issues, service failures, PCN/EOL (Product Change Notice/End-of-Life) exposure, and open commitments.
• Conduct tier-based account reviews and proactive outreach per the approved service model.
• Leverage AI-enabled ERP functionality to create, update, and manage customer order entries.
• Monitor account activity for emerging concerns and provide customers with timely updates, alternative solutions, and action plans to address issues before they become escalations.
• Maintain current account knowledge — contacts, requirements, commitments, risks, and documented health status.
• Actively monitor for misalignment between departments on an account by cross-referencing emails, system updates, and conversations against the account's official status.
• Participate with the Sales, Operations, Quality, and Engineering team as needed to get all parties aligned on what's actually happening with an account and represent Customer Success in both internal coordination meetings and external customer meetings.
• Recognize changes in customer communication patterns and proactively follow up to identify potential concerns, risk or service issues.
• Develop strong internal partnerships to quickly identify emerging customer concerns, coordinate responses, and facilitate timely resolution of issues that may impact revenue or customer satisfaction.
• Maintain a general working understanding of all conversations happening on accounts and ensure customer success.
• Maintain sufficient understanding of technical discussions between Engineering, Field Application Engineers, and customer contacts to accurately communicate updates and identify information that may conflict with known account details.

Order & Case Management

• Own accurate execution of new orders, changes, cancellations, quantity/value updates, shipping inquiries, expedites, quality coordination, sample requests, services orders, forecasts, and new-customer setup.
• Maintain clear case records: category, commitments, owner, next steps, due dates, and closure notes.
• Close the loop with customers and internal partners, confirming completion or ownership transfer.

Working with Sales

• Brief Sales on account context: customer perceptions, risks, demand signals, opportunities, and decisions needed.
• Participate in joint Customer Success/Sales risk reviews and maintain shared action items.
• Route pricing, contracts, and commercial decisions to Sales while retaining follow-through ownership.
• For customer business reviews, prepare health/performance/risk content and partner with Sales on agenda, roles, and outcomes.

Critical Activities

• New customer onboarding, first order/shipment, log forecast changes, supply constraints, PCN/EOL events, quality escalations, business reviews, and growth opportunities.
• Confirm the outcome, owner, required data, decisions, communication plan, and follow through — engaging Sales and internal partners per the ownership matrix before an issue becomes an escalation.

REQUIREMENTS

• Strong customer communication and relationship management
• Order management and customer operations experience
• Ability to balance transactional tasks with proactive customer support
• Effective cross-functional collaboration across Sales, Operations, Quality, and Engineering
• Sound judgment in balancing customer needs with business commitments
• Clear and professional written and verbal communication
• Strong problem-solving skills and attention to detail
• Commercial awareness and respect for Sales ownership
• ERP/MRP system experience preferred
• Quick learner who applies feedback and shares knowledge
• Remains calm and effective under pressure
• Adaptable to changing priorities, tools, and customer needs
• Curious and resourceful problem-solver who thrives in ambiguity
• Committed to continuous learning and improvement
• Willing to travel up to 5% for customer and sales meetings

EDUCATION/EXPERIENCE

• Bachelors degree preferred
• 5+ years of customer service or operations experience in a manufacturing, distribution, or industrial environment
• Experience working with customers in complex situations
• Comfortable with technology and digital tools