Customer Success Specialist

About the role

POMS Corporation is a leading provider of Manufacturing Execution Systems (MES) tailored for the life sciences sector. The Customer Success Specialist role is a full-time position reporting to the VP Customer Support within the POMS Corporation's POMSnet Aquila business unit.

Job Responsibilities

• Serve as the primary point of contact and trusted advisor for assigned accounts, building relationships with end users, plant operations, IT, and executive stakeholders.
• Partner with Sales, Services, Product and Support to develop and maintain comprehensive account plans that map customer business goals, technical landscapes, key stakeholders, and expansion opportunities.
• Develop success plans and ROI analysis to help drive product adoption, and align our MES solutions with customers' manufacturing objectives and processes.
• Proactively identify and qualify expansion opportunities at existing sites – including additional lines, products, or modules – partnering with Sales teams to drive revenue growth.
• Lead monthly check-ins and periodic business reviews with assigned accounts to highlight ROI, provide optimization insights, and ensure our continuous alignment with customer goals.
• Monitor engagement and satisfaction to identify early attrition risks; lead "Get Well Plans" and cross-functional efforts (Product, Engineering, Support, Professional Services) to resolve friction.
• Design and execute NPS surveys, Health Checks, and Customer Spotlights to understand customer needs, and advocate for these internally to influence product enhancements and roadmap decisions.
• Act as the strategic lead for escalations; partner with Support to prioritize backlogs, provide guidance on high-impact tickets, and ensure timely, technical resolutions. Occasionally take lead on select tickets.
• Collaborate with marketing on customer-facing webinars/events, and develop resources (FAQs, best practices, onboarding guides) to cultivate a community of power users and internal SMEs.
• Partner with Support, Product Management, Engineering, Training, and Sales to resolve issues and share customer feedback.
• Occasionally engage with customers where they work, expecting approximately 10-15% travel for site visits, industry conferences, and enterprise events.

Qualifications & Experience

• 5+ years managing client relationships
• Strong experience in FDA regulated Life Sciences, Biotech, and Pharma Manufacturing
• Familiarity with digital manufacturing platforms (MES, ERP, LIMS, QMS, or similar), integrations, and infrastructure architectures
• Excellent interpersonal skills with the ability to build trust and influence without authority
• Strong communication skills — both written and verbal — with the ability to adapt to technical and business audiences
• Proven problem-solver with strong organizational and multitasking abilities
• Comfort working with software tools including CRM systems, help desk platforms, and analytics dashboards
• Ability to translate customer needs into actionable insights for internal teams
• Customer-centric mindset with a passion for helping organizations succeed
• Bachelor’s degree in business, technology, or related field (or equivalent experience)