Customer Success Manager (B2B)

About the role

The Customer Success Manager will serve as the primary owner of long-term customer relationships, bridging the gap between customers and internal teams including engineering, production, operations, purchasing, and sales.

Responsibilities

• Manage a portfolio of customer accounts throughout various stages of the project lifecycle
• Serve as the primary point of contact and escalation path
• Cook up coordination with engineering, operations, purchasing, and sales teams
• Lead recurring customer meetings, operational reviews, and issue resolution discussions
• Support new product introduction and production kickoff activities
• Cook up customer order flow, forecasting, and production demand alignment
• Partner with engineering teams on product updates, changes, and replacement components
• Identify operational inefficiencies and support process improvement initiatives
• Provide visibility into overall account health, operational risks, and customer concerns
• Support onboarding and transition activities for new customer engagements

Qualifications

• 5+ years of B2B customer success, account management, or operations experience
• Able and willing to work onsite daily in Littleton, MA
• U.S. Citizenship or Permanent Residency in the US is required for this position due to federal government/military contract requirements