What are the responsibilities and job description for the Customer Success Manager position at Global-Pak, Inc.?
Job Title: Customer Success Manager (CSM)
Department: Customer Experience / Account Management
Reports To: Director of Customer Success
Location: Global-Pak 9636 Elkton Road Lisbon, Ohio 44432
Hours: 9a-6p as you will be supporting a rep with a west coast time zone.
Summary
The Customer Success Manager at Global-Pak owns the post-sale relationship to ensure customer retention, satisfaction, and measurable value realization. The CSM proactively onboards and trains customers, monitors adoption and usage, anticipates needs, and serves as the customer’s advocate inside Global-Pak. Success in this role is defined by long-term customer value, renewals, expansion, and reference ability. This position is ideal for professionals progressing from sales, account management, or customer service who excel at relationship-building and delivering outcomes.
Key Duties and Responsibilities
1. Customer Onboarding and Adoption
- Lead structured onboarding, implementation timelines, and training to accelerate time-to-value.
- Define success criteria and success plans; align stakeholders on goals and milestones.
- Ensure data, documentation, and system/process setup are complete and accurate.
- Proactive Relationship Management
- Serve as primary post-sale point of contact for a portfolio of accounts.
- Conduct regular business reviews (QBRs/MBRs) with insights, KPIs, and action plans.
- Monitor account health, usage/adoption signals, and operational performance; intervene early to mitigate risk.
- Value Realization and Retention
- Quantify ROI and outcomes (cost savings, lead-time improvements, service levels).
- Drive renewals and retention; partner with Sales on expansion and upsell when value-aligned.
- Manage escalations; coordinate cross-functionally to resolve issues swiftly.
- Customer Advocacy and Voice of Customer
- Capture feedback, uncover unmet needs, and champion improvements with Operations, Quality, Product, and Logistics.
- Develop case studies and references with consent; promote best practices across accounts.
- Operational Excellence
- Maintain accurate account plans, health scores, and activity notes in CRM/ERP.
- Track and report portfolio performance, risks, and opportunities.
- Contribute to playbooks, training content, and continuous improvement initiatives.
Skills and Competencies
- Relationship Management: Trusted advisor mindset; strong presence with executives and operators.
- Communication: Clear verbal/written communication; able to synthesize data into concise recommendations.
- Problem Solving: Structured approach to root cause; bias to action and follow-through.
- Business Acumen: Understands supply chain/logistics, inventory, and packaging program economics.
- Data-Driven: Comfortable with dashboards, KPIs, and translating metrics into actions.
- Project Management: Plans, prioritizes, and manages timelines across multiple accounts.
- Customer Advocacy: Empathy, negotiation, and conflict resolution skills.
- Technical/Systems: Proficiency with CRM/ERP and productivity tools; ability to learn industry-specific platforms.
Preferred/Plus Skills
- Experience with NetSuite (ERP/CRM), Salesforce, Zendesk, or customer success platforms.
- Knowledge of packaging, manufacturing, B2B distribution, or supply chain/logistics.
- Familiarity with SLAs (Service Level Agreement), Incoterms, inventory programs (VMI/consignment), and quality documentation.
- Analytical skills in Excel/Sheets; comfort with dashboards and basic SQL (Structured Query Language) is a plus.
- Multilingual capabilities preferred, but not required.
Education and Experience
- Required: Bachelor’s degree in Business, Supply Chain, Operations, Communications, or related field; or equivalent experience.
- Experience: 3–5 years in Customer Success, Account Management, Sales, or Customer Service in a B2B environment.
- Demonstrated success managing a portfolio with renewal/retention accountability and measurable customer outcomes.
Key Performance Indicators (KPIs)
- Gross and net revenue retention
- Churn rate and time-to-value
- Product/service adoption and health score
Tools and Systems
- CRM/ERP: NetSuite (preferred) or Salesforce
- Support/Success: Zendesk, Gainsight/Totango (or similar)
- Productivity: Microsoft Office/Google Workspace; BI dashboards
Work Environment and Schedule
- Standard business hours with flexibility for customer time zones.
- Occasional travel for onsite visits, business reviews, and events.
Hiring Timeline Quarter 1 2026