What are the responsibilities and job description for the Customer Success Manager position at Peli BioThermal?
We're Hiring: Customer Success Manager
Location: Remote
Company: Peli BioThermal
About Us
Peli BioThermal offers the widest range of temperature-controlled packaging and service solutions to the global life sciences industry. The company’s products ensure that delicate biological materials arrive intact and effective, despite exterior environments. Peli BioThermal is dedicated to developing innovative products designed to fulfil the complex needs of the global life sciences industry. The company’s customers benefit from its extensive expertise in ensuring that temperature stability is maintained throughout the distribution chain. The company also offers a complete portfolio of services and software to support end-to-end temperature-controlled packaging asset management.
At Peli BioThermal, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.
What You'll Do
The Customer Success Manager (CSM) serves as the key post-implementation liaison between Peli BioThermal and its global high impact customers. This role ensures a smooth internal and external transition from project implementation to steady-state operations, driving customer satisfaction, performance adherence, and program retention. Serve as the primary point of contact as customers transition from project implementation to steady-state operations.
Customer Onboarding And Transition
Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.
Our compensation reflects the cost of labor across several U.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this position is listed below. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.
Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.
Location: Remote
Company: Peli BioThermal
About Us
Peli BioThermal offers the widest range of temperature-controlled packaging and service solutions to the global life sciences industry. The company’s products ensure that delicate biological materials arrive intact and effective, despite exterior environments. Peli BioThermal is dedicated to developing innovative products designed to fulfil the complex needs of the global life sciences industry. The company’s customers benefit from its extensive expertise in ensuring that temperature stability is maintained throughout the distribution chain. The company also offers a complete portfolio of services and software to support end-to-end temperature-controlled packaging asset management.
At Peli BioThermal, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.
What You'll Do
The Customer Success Manager (CSM) serves as the key post-implementation liaison between Peli BioThermal and its global high impact customers. This role ensures a smooth internal and external transition from project implementation to steady-state operations, driving customer satisfaction, performance adherence, and program retention. Serve as the primary point of contact as customers transition from project implementation to steady-state operations.
Customer Onboarding And Transition
- Serve as the primary point of contact as customers transition from project implementation to steady-state operations.
- Conduct post-hypercare customer review meetings.
- Partner with Implementation and Program Management teams to ensure seamless knowledge transfer and clear communication of contract scope, SLAs, and performance metrics
- Monitor key account health through data dashboards, performance reports, and customer feedback, in conjunction with the Business Development Manager.
- Analyze fleet utilization, lane performance, and return rate trends to identify improvement opportunities.
- Collaborate with Operations, Quality, and Service Center, and management teams to resolve performance issues or nonconformances.
- Recommend program enhancements
- Act as the trusted advisor for assigned customers, ensuring their success and long-term retention.
- Support Monthly or Quarterly business reviews
- Serve as customer advocate internally, ensuring customer needs are represented in process, product, and service improvements.
- Partner with Sales and Program Management to identify upsell or renewal opportunities.
- Partner with Finance on revenue and operations forecast, as well as managing annual pricing updates
- Coordinate with Quality and Regulatory teams to ensure ongoing compliance with GDP and industry standards.
- Support the Voice of the Customer process by capturing and documenting insights for future product/service development.
- Follows company policies and practices as outlined in the Employee Handbook, AWAIR and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.
- Performs additional duties as assigned.
- 5 years of experience in customer success, account management, or operations within the temperature-controlled packaging, logistics, or life sciences industry.
- Strong understanding of cold chain logistics, service programs, and reusable asset management preferred
- Excellent communication, presentation, and customer-facing skills.
- Strong analytical ability to interpret performance data and identify trends.
- Proficiency with CRM and service management tools (e.g., Salesforce, Power BI, ServiceNow).
- Proficiency with SAP
Join a company that truly values its employees! We offer a relaxed and casual work environment, a strong commitment to giving back to communities, and a focus on employee satisfaction. With regular opportunities to share feedback with leadership and structured performance evaluations, we ensure that your voice is heard and your growth is supported.
- Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities
- 401k plan – with immediate match
- Great Benefits – several options including Pet insurance for our animal lovers.
- Health Savings Account Contribution
- Wellness Discount Program
- Global Mental Wellness Program
- Quarterly Employee Celebration Days
- Peer to Peer Recognition Program
- Service Recognition Program
- Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
- Employee referral program – get paid to work with your trusted network.
- Established reputable brand offering premium products – you’ll be proud to represent Pelican!
- And more…
Our compensation reflects the cost of labor across several U.S. geographic markets. Base pay is one part of our total compensation package and is determined within a range. This provides the opportunity to progress as you grow and develop within a role. The annual U.S. pay range for this position is listed below. Pay within this range varies by work location and may also depend on your qualifications, job-related knowledge, skills, and experience. Your recruiter can share more about the specific salary range for the job location during the hiring process. We also offer a comprehensive package of benefits, including paid time off, 10 paid holidays per year, medical/dental/vision insurance, company-paid life and disability plans, and matching 401k to eligible employees.
Pelican Products, Inc. is an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected Veteran Status, or any other characteristic protected by applicable federal, state, or local law.