Manager, Customer Success – Operations

This is a fully remote position, open to applicants in New Jersey.

📋 Description

• Develop and execute Stago's operational Customer Success strategy.

• Define proactive engagement standards, customer segmentation, and tailored service approaches.

• Create customer health indicators leveraging operational, financial, supply, satisfaction, and engagement data.

• Engage proactively with at-risk customers and coordinate necessary corrective actions.

• Oversee the operational customer experience from onboarding through ongoing account management.

• Set expectations for proactive communication, issue resolution, escalation management, and follow-through.

• Address complex customer concerns with urgency, transparency, and accountability.

• Streamline the customer journey to minimize operational friction.

• Collaborate with Sales to facilitate commercial execution, customer onboarding, strategic account initiatives, and complex customer requirements.

• Supervise quotation preparation, account setup, pricing implementation, contract administration, standing orders, and account maintenance.

• Identify and relay customer insights, purchasing trends, sales opportunities, and retention risks.

• Manage order processing, standing orders, releases, returns, credits, and ERP transactions.

• Maintain pricing, contract terms, customer master data, and delivery requirements within relevant systems.

• Implement controls and audits to minimize pricing discrepancies, order errors, credits, rebills, and other operational issues.

• Collaborate with Finance, Sales, IT, Supply Chain, Marketing, and other stakeholders to address issues and enhance efficiency.

• Support accounts receivable performance and resolve customer payment-related issues.

• Coordinate customer ordering patterns, standing orders, demand forecasts, and product availability.

• Inform customers about shortages, backorders, allocations, product transitions, and recovery plans.

• Supervise customer-facing implementation of sequestering and allocation policies.

• Establish and track KPIs for customer satisfaction, responsiveness, order accuracy, pricing accuracy, issue resolution, customer health, and efficiency.

• Analyze ordering trends, account activity, payment patterns, service issues, and operational data.

• Lead initiatives for workflow simplification, process standardization, automation, and continuous improvement.

• Recruit, onboard, coach, develop, and retain the Customer Success & Operations team.

• Set performance expectations, conduct one-on-ones and reviews, and create development plans.

• Enhance team capabilities in customer communication, relationship management, ERP proficiency, project management, analytics, financial acumen, problem solving, and commercial awareness.

• Guide employees through complex customer conversations.

• Develop cross-training, development, and succession plans.

• Hold employees accountable for accuracy, responsiveness, communication, ownership, and follow-through.

⛳️ Requirements

• Bachelor's degree in Business Administration, Supply Chain, Finance, Healthcare Administration, Operations Management, or a related field is required.

• A minimum of 7 years of progressive experience in Customer Success, Commercial Operations, Sales Operations, Customer Service, Supply Chain, Account Management, or a related function is necessary.

• A minimum of 3 years of people leadership experience or proven leadership in managing complex teams and projects is essential.

• Experience in healthcare, medical devices, diagnostics, life sciences, or another regulated industry is strongly preferred.

• Familiarity with supporting hospitals, IDNs, distributors, or complex B2B customer organizations is preferred.

• Proven experience in managing complex customer-facing operational processes and cross-functional projects is required.

• Experience with ERP and CRM systems is strongly preferred.

• Background in pricing, order management, accounts receivable, contracts, customer master data, forecasting, or demand planning is strongly preferred.

• Candidates must be located in the Eastern or Central time zones.

• Willingness to travel up to 25% of the time, including international travel.

🏝️ Benefits

• Medical insurance

• Dental insurance

• Vision insurance

• FSA

• 401k

• PTO

• Life insurance

• Disability insurance

• Comprehensive leave program

• Bonus plan eligibility

• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.