Customer Success Manager (B2B)

Customer Success Manager

Location: Littleton, MA

Base Salary: $85,000-$100,000 + Quarterly Bonus Potential

Benefits: Medical, Dental, Vision, FSA, 401k, PTO, Sick Time, Holidays

About the role

This role serves as the primary owner of long-term customer relationships, acting as the bridge between customers and internal teams including engineering, production, operations, purchasing, and sales. This position is focused 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 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
• Experience managing multiple customer-facing accounts or client-facing projects simultaneously
• Able and willing to work onsite daily in Littleton
• U.S. Citizenship or Permanent Residency in the US is required for this position due to federal government/military contract requirements