Customer Success Manager (B2B)

About the role

The Customer Success Manager serves as the primary owner of long-term customer relationships, bridging the gap between customers and internal teams including engineering, production, operations, purchasing, and sales. This role focuses on coordinating multiple moving parts internally, driving customer communication, and ensuring successful execution throughout the product lifecycle.

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