Customer Success Manager

Customer Success Manager

At Sealed Air, we are in business to protect, to solve critical packaging challenges, and to make our world better than we found it. The Customer Success Manager plays a key leadership role in delivering that mission - driving customer satisfaction, retention, and growth within our Protective Packaging business. This position leads a team of Customer Success Partners responsible for ensuring exceptional customer experiences, proactive engagement, and operational excellence. You will develop your team, foster cross-functional collaboration, and champion a customer-first mindset that drives long-term success for both our customers and Sealed Air. This position is located at our Charlotte, NC office and is expected to be in office Monday - Thursday with flexibility to be remote Friday.

Team Leadership & Development: Lead, coach, and develop a high-performing team of Customer Success Partners. Foster a collaborative, customer-centric, and results-oriented culture. Provide continuous feedback, mentoring, and career development support.

Customer Success & Relationship Management: Oversee strategic customer accounts, ensuring retention, satisfaction, and value realization. Serve as an escalation point for complex issues, driving timely and effective resolution. Develop proactive engagement strategies using customer data to identify risks and growth opportunities.

Cross-Functional Collaboration: Partner with Sales, Supply Chain, and Marketing to deliver seamless customer experiences. Advocate for the voice of the customer - using insights to improve products, processes, and service. Align Customer Success activities with sales strategies to support upsell and cross-sell initiatives.

Ensure Operational Excellence: Oversee order management accuracy and communication on changes, delays, and delivery updates. Identify and remove process bottlenecks to enhance order-to-payment efficiency. Track and analyze key KPIs - including satisfaction, retention, adoption, and revenue impact.

Lead Change & Continuous Improvement: Champion process enhancements that simplify the customer journey. Support organizational change initiatives with clear communication and engagement. Promote Sealed Air's mission, values, and safety standards across the team.

What skills will help you succeed? Leadership & Coaching Skills: Proven experience developing and motivating high-performing teams. Strategic & Analytical Mindset: Ability to analyze customer data, forecast challenges, and create solutions. Strong Communicator: Excellent interpersonal, written, and presentation skills. Customer-Centric: Passion for delivering exceptional service and driving customer success. Cross-Functional Partner: Skilled at collaboration across Sales, Supply Chain, and other functions. Adaptable & Organized: Thrives in dynamic environments with changing priorities. Minimum of 3+ years in Customer Success, Account Management, or a related customer-facing role. Minimum of 1+ years managing or leading a customer-facing team Experience in order and complaint management. Proficiency in CRM, ERP (SAP), and Microsoft Office 365. High School Diploma or equivalent required. Associate / Bachelor's degree or equivalent work experience Flexibility to support regional/global teams across time zones and holidays.