Customer Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Take ownership of the customer's operational experience from the initial transaction to follow-up.

• Oversee significant customer events such as onboarding, initial orders, forecast modifications, supply limitations, quality concerns, business evaluations, and growth prospects.

• Monitor risks related to backlogs, forecast changes, recurring problems, service disruptions, PCN/EOL exposure, and outstanding commitments.

• Conduct tier-based account assessments and engage in proactive outreach to customers.

• Utilize AI-driven ERP capabilities to create, update, and manage customer order entries.

• Track account activities, provide timely updates and alternative solutions, and formulate action plans prior to escalation.

• Maintain up-to-date account knowledge, including documented health status, risks, commitments, and customer requirements.

• Collaborate with Sales, Operations, Quality, Engineering, and customer stakeholders to address issues.

• Represent Customer Success in both internal coordination meetings and external customer discussions.

• Handle orders and cases, which include modifications, cancellations, quantity/value updates, shipping inquiries, expedited requests, quality coordination, sample requests, service orders, forecasts, and new customer onboarding.

• Keep case records and ensure communication is closed with customers and internal partners.

• Update Sales on account context, customer perceptions, risks, demand signals, opportunities, and necessary decisions.

• Engage in joint Customer Success/Sales risk evaluations and maintain shared action items.

• Route pricing, contracts, and commercial decisions to Sales while retaining responsibility for follow-through.

• Prepare content for customer business reviews regarding health, performance, and risks in collaboration with Sales.

• Confirm outcomes, responsible parties, required data, decisions, communication strategies, and follow-up actions.

⛳️ Requirements

• Excellent customer communication and relationship management skills.

• Experience in order management and customer operations.

• Capacity to balance transactional responsibilities with proactive customer support.

• Effective collaboration across Sales, Operations, Quality, and Engineering teams.

• Sound judgment in aligning customer needs with business obligations.

• Clear and professional written and verbal communication abilities.

• Strong problem-solving capabilities and meticulous attention to detail.

• Commercial awareness and respect for Sales ownership.

• Preferred experience with ERP/MRP systems.

• Quick learner who effectively incorporates feedback and shares knowledge.

• Maintains composure and effectiveness under pressure.

• Adaptable to evolving priorities, tools, and customer demands.

• Inquisitive and resourceful problem-solver who excels in uncertain situations.

• Dedicated to continuous learning and improvement.

• Willingness to travel up to 5% for customer and sales meetings.

• Minimum of 5 years of customer service or operations experience in a manufacturing, distribution, or industrial setting.

• Experience managing customer relationships in complex scenarios.

• Comfortable using technology and digital tools.

• Bachelor's degree required (also mentioned as preferred in other parts of the posting).

• Must be legally authorized to work in the US.

🏝️ Benefits

• Flexible remote work arrangement.

• Opportunities for travel related to customer and sales meetings, up to 5%.