Customer Success Associate

Position Summary

The Customer Success Associate is primarily responsible for end-to-end project execution and client delivery, while also supporting commercial operations and sales enablement.

This individual serves as the primary point of coordination from signed opportunity through project completion; owning project scoping, scheduling, cross-functional alignment, and delivery against agreed scopes of work (SOWs). The role ensures that customer requirements are translated into executable plans and delivered on time, on budget, and to quality standards across winemaking, alternative beverages, bottling, canning, packaging, and storage services.

In parallel, the role supports sales operations by maintaining pipeline visibility, assisting with proposals and pricing inputs, and ensuring commercial handoffs are clean, documented, and executable.

Key Responsibilities

• Serve as the primary point of contact for active customer projects, coordinating execution across Winemaking, Alternative Beverages, Bottling, Canning, Repack, and Storage functions.
• Gather, document, and validate customer requirements and project specifications to support clear, accurate scopes of work (SOWs).
• Translate approved SOWs into detailed project plans, including timelines, milestones, resource needs, and dependencies.
• Oversee project execution to ensure delivery aligns with agreed scope, schedule, budget, and quality standards.
• Provide regular project updates to customers and internal stakeholders, proactively identifying and resolving risks or delays.
• Coordinate sourcing and procurement needs related to customer-specific projects in partnership with operations and supply chain teams.
• Support capacity planning and resource allocation to ensure projects are appropriately staffed and equipped.
• Identify operational bottlenecks during project execution and collaborate with cross-functional teams to implement process improvements.
• Support execution of the commercial strategy developed by the Chief Commercial Officer, with a focus on operational readiness and delivery feasibility.
• Assist in the development of proposals, pricing inputs, and customer documentation to ensure commercial commitments are executable.
• Maintain visibility into the sales pipeline and upcoming projects to support production planning and scheduling.
• Provide input on commercial terms, project assumptions, and delivery constraints to support profitable growth.

Required Qualifications

• Bachelor’s Degree or equivalent experience in customer success roles
• Experience in winemaking / beverage production or related industries is a plus.
• Project management experience is a plus.
• Demonstrated experience managing complex, cross-functional projects with external customers.
• Ability to work effectively across commercial and operational teams to drive execution.
• Strong written and verbal communication skills, with the ability to manage customer expectations.
• Proficiency in project management tools and Google Workspace.
• Must be eligible to work in the U.S.

Key Competencies

• Highly organized, detail-oriented project manager with strong follow-through.
• Customer-focused, with the ability to translate requirements into clear execution plans.
• Calm, structured problem-solver in fast-moving operational environments.
• Collaborative team player able to influence without direct authority.

Success Metrics

• On-time, on-scope, and on-budget delivery of customer projects.
• Accuracy and clarity of SOWs and project documentation.
• Customer satisfaction and repeat business.
• Improved cross-functional coordination and operational efficiency.
• Pipeline visibility and quality of commercial handoffs to operations.

Work Environment & Physical Requirements

- This role primarily operates in an office/remote environment

- Must be able to lift up to 40 pounds

- Ability to sit or stand for long periods

- Occasional travel may be required

Compensation & Benefits

- Base salary range: $75,000 - $85,000 base salary commensurate with experience annually

- Commission eligibility

- Comprehensive benefits including:

- Medical, dental, vision insurance

- 401(k) with employer match

- Paid time off and holidays

- Parental leave

- Professional development support

EEO Statement

Bin to Bottle/WPHG LLC. is an Equal Opportunity Employer. We celebrate diversity and are committed to creating an inclusive environment for all employees. All employment is decided on the basis of qualifications, merit, and business need.

Disclaimer

This job description is intended to convey information essential to understanding the scope of the position and is not intended to be an exhaustive list of qualifications, skills, duties, responsibilities, or working conditions.