Customer Success Manager

GummyWorks is a leader in the supplement manufacturing industry, committed to delivering safe, high-quality products and exceptional service to our customers. We are seeking a customer-focused professional who enjoys building strong relationships, coordinating complex projects with minimal direction and delivering an outstanding customer experience. Reporting to the Sales Operations Manager, this role serves as the primary point of contact for assigned customer accounts, ensuring clear communication, seamless project execution, and dependable follow-through during the entire customer lifecycle. The ideal candidate is highly organized, detail-oriented, self-reliant, collaborative, and thrives in a fast-paced manufacturing environment while confidently managing multiple priorities with professionalism and poise.

●      Serve as the primary point of contact for assigned customer accounts, building trusted relationships through clear communication, responsiveness, and proactive service.

●      Manage customer relationships throughout the entire project lifecycle—from product development and onboarding through production, fulfillment, and final shipment.

●      Own assigned accounts end-to-end, operating with minimal direction—anticipating needs, resolving problems independently, and escalating only what truly requires it.

●      Coordinate day-to-day communication with customers regarding project status, timelines, priorities, product changes, and ongoing business needs.

●      Maintain a strong understanding of manufacturing processes, product specifications, production timelines, and operational constraints to confidently communicate with customers and resolve routine inquiries independently.

●      Partner closely with Sales to deliver a strong customer experience and identify opportunities to strengthen existing customer relationships and support account growth.

●      Collaborate as an active, dependable teammate with Supply Chain, Production, Quality, Regulatory, and Finance to ensure customer expectations are consistently met or exceeded.

●      Lead customer-facing issue resolution by communicating professionally, managing expectations, and driving timely solutions and increasing customer satisfaction.

●      Maintain accurate customer records, project updates, and account activity within CRM, ERP, and other business systems with exceptional attention to detail.

●      Support the onboarding of new customer programs, product launches, and project transitions while ensuring a seamless customer experience.

●      Monitor project milestones, proactively identify potential risks or delays, and communicate solutions before issues impact the customer.

●      Analyze recurring customer concerns and recommend process improvements that enhance service, efficiency, and customer satisfaction.

●      Manage multiple customer accounts and projects simultaneously while maintaining exceptional organization, accuracy, and follow-through.

●      3 years of customer-facing account management, customer success, or customer service experience, preferably within contract manufacturing, consumer packaged goods (CPG), nutraceuticals, food manufacturing, or another regulated industry.

●      Clear, reliable communication skills and ability to build relationships and serve as a trusted resource for customers.

●      Proven ability to work independently—self-directed, comfortable owning outcomes, and effective without close supervision.

●      Exceptional organizational and time management skills with the ability to manage multiple customers, projects, priorities, and deadlines simultaneously.

●      Strong attention to detail with a commitment to accuracy in customer communications, documentation, and project management.

●      Proven ability to remain calm, professional and solution-oriented while managing challenging customer situations.

●      Excellent interpersonal skills with the ability to collaborate effectively across cross-functional teams and contribute reliably in a team environment.

●      Self-motivated, proactive, and capable of working independently while contributing to a collaborative team environment.

●      Strong problem-solving and critical-thinking skills with the ability to anticipate customer needs and identify practical solutions.

●      Prior sales experience strongly preferred.

●      Comfort with basic manufacturing concepts (formulation, specs, testing, production flow) strongly preferred.

●      Proficient in Microsoft Office Suite (Excel, Outlook, Word); experience with CRM and ERP systems is strongly preferred.

By becoming a part of our team, you will contribute to an innovative, growing and dynamic company dedicated to providing high-quality gummy supplements. You will enjoy a collaborative work environment, opportunities for professional growth, and the chance to make a meaningful impact on our company and our growing customer base.