Customer Success Manager

Position Overview

The Customer Success Manager will serve as a key liaison between our customers, internal production teams, and external partners to ensure seamless project execution and exceptional service delivery. This role is responsible for maintaining production visibility, managing timelines, mitigating risks, and ensuring customers receive proactive communication and support throughout each project cycle. The ideal candidate is detail-oriented, highly organized, and excels in a fast-paced manufacturing environment.

Key Responsibilities

• Oversee and maintain shop floor production schedules to ensure on-time delivery.
• Analyze schedules and active work orders to identify risks, delays, and priority needs.
• Address production bottlenecks by coordinating resources and corrective actions with internal teams.
• Align timelines, milestones, and deliverables through close collaboration with Project Management.
• Work with vendors on capacity and lead-time planning to support smooth production flow.
• Provide proactive updates to customers, manage expectations, and ensure clear communication throughout project cycles.
• Increase capacity in areas operating at strain by enhancing scheduling methods and improving cross-team communication.
• Support customer and vendor site visits, trade shows, and other events as needed.

Education & Experience

• Bachelor’s degree in Business, Supply Chain, Manufacturing, Project Management, or related field preferred.
• 2–4 years of experience in customer success, account management, production coordination, scheduling, or a similar role.
• 1-2 years manufacturing experience is required

Skills & Competencies

• Strong understanding of production workflows, scheduling, or shop-floor operations.
• Excellent communication skills with the ability to present information clearly to customers and internal teams.
• Proven ability to identify risks, troubleshoot issues, and drive solutions in a fast-paced environment.
• Strong organizational and analytical skills with high attention to detail.
• Ability to collaborate with cross-functional teams including production, engineering, project management, and vendors.
• Proficiency in scheduling tools, ERP systems, or production-planning software (preferred).
• Ability to multitask, prioritize, and manage multiple projects simultaneously.

Additional Requirements

• Willingness to support occasional travel for customer/vendor visits and trade shows.
• Ability to build and maintain strong customer relationships with a service-oriented mindset.