Manager I, Customer Service

Job Description Summary

The Manager, Customer Success is a people-first leader who owns the end-to-end customer experience for an assigned portfolio of accounts while building and coaching a team of Project Managers and Project Support staff. This role exists to bring consistency to how Customer Success operates across the organization: standing up documented processes where none exist today, identifying and driving process improvement initiatives that benefit the entire global Customer Success team, and continuously clarifying roles and responsibilities so that every team member understands what falls inside – and outside – their remit. The Manager, Customer Success partners closely with Business Development, Operations, and business unit leadership to protect customer satisfaction and retention while actively surfacing opportunities to cross-sell services across business units

Job Description

How will you make an impact & Requirement

Customer & Account Leadership

• Serve as the escalation point and trusted advisor for an assigned portfolio of customer accounts, building long-term relationships built on responsiveness and follow-through.
• Own customer satisfaction, retention, and account health; proactively identify risk and lead resolution before issues escalate.
• Conduct periodic account reviews (e.g., QBRs) to strengthen relationships and identify opportunities for expanded services.
• Ensure contractual obligations, service levels, and project launch timelines are consistently met.
• Educate customers on the full breadth of the organization's capabilities and actively identify and route opportunities to cross-sell services across business units to Business Development.
  
  

People Leadership, Coaching & R&R Clarity

• Lead, mentor, and develop a team of customer Project Managers and Project Support staff, fostering a culture of accountability, collaboration, and continuous improvement to ensure high performance.
• Set clear objectives and expectations for direct reports, and engage in ongoing, two-way conversations with the team to continuously clarify roles and responsibilities (R&Rs) as work evolves.
• Recognize and address scope creep in either direction – stepping in when a team member is absorbing work beyond their role, and coaching when someone is under-delivering against their remit – so accountability stays clear and workload stays balanced.
• Deliver regular coaching, feedback, and performance evaluations that support individual growth and team performance.
• Support recruiting, onboarding, and disciplinary processes for the Customer Success team as needed.
• Model and reinforce professional, courteous communication, sound judgment, and a customer-centric mindset across the team.
• Successfully plan for and manage organizational resources, capacity and team capability to ensure successful implementation and customer experience across complex ego system.
  
  

Process Improvement & Global Standardization

• Identify process improvement opportunities across the Customer Success function and lead initiatives from concept through execution, measuring impact along the way.
• Document processes and procedures that currently exist only informally or as tacit knowledge, creating a durable, repeatable foundation for the team.
• Actively work to globalize best practices developed within one business unit or account team so they can be adopted across the broader Customer Success organization, adapting for local nuances where genuinely necessary.
• Partner with peers across business units to reduce duplicated effort and create a more consistent customer experience globally.
• Regularly review existing SOPs and workflows for continued relevance, updating them as the business and customer expectations evolve.
• Instill a culture of continuous improvement across the team.
  
  

Business Development & Financial Support

• Work closely with Business Development to support the project handoff process, from resourcing through service launch.
• Support financial analysis and budgeting discussions in partnership with Business Development and Operations.
• Support the development of new business offerings to stay current with customer expectations.
  
  

Reporting & Operational Oversight

• Prepare and present KPI reports that assess team and account performance against both customer expectations and internal goals.
• Regularly review workload across accounts and adjust resourcing to meet current and upcoming project support needs.
• Maintain accurate records of customer and project activity within the organization's CRM or production systems.
• Perform other duties as assigned by Customer Success leadership.
  
  

Qualifications

• A bachelor's degree is required. Masters preferred; 10 years of equivalent professional experience will be considered in lieu of a degree.
• 6 years of experience in project management, customer success, account management, or customer service, ideally within a clinical services, life sciences, or similarly regulated environment.
• 5 years of experience directly leading, coaching, or mentoring a team, with demonstrated ability to manage performance and clarify role expectations.
• Demonstrated experience designing, documenting, or improving business processes.
• Experience supporting or partnering with Business Development on account growth, renewals, or cross-selling is strongly preferred.
  
  

Knowledge, Skills & Abilities

Leadership & Interpersonal Skills

• Exceptional leadership presence with the ability to inspire accountability, collaboration, and a service-first mindset across a team.
• Strong emotional intelligence and coaching skills; able to have direct, constructive conversations about role scope, performance, and expectations without damaging trust.
• Highly developed written and verbal communication skills, with comprehensive command of professional business English.
• Ability to build credibility and rapport with customers, peers, and senior leadership across multiple business units and geographies.
• Sound judgment, discretion, and the confidence to make and defend decisions independently.
  
  

Process & Operational Skills

• Proven ability to identify, design, and lead process improvement initiatives from idea through adoption at scale.
• Strong documentation skills – able to translate informal or undocumented practices into clear, repeatable, and globally usable process materials.
• Ability to evaluate practices used in one business unit and adapt them for successful adoption across others.
• Strong organizational and time management skills; able to balance and prioritize across multiple accounts, teams, and initiatives simultaneously.
• Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and CRM or production systems.
• Ability to interpret and apply KPI and performance data to inform staffing, process, and account decisions.
• Understanding of relevant regulatory and quality requirements applicable to the business (e.g., US and international regulations, SOPs, and quality control practices).
  
  

Environmental Working Conditions

• Typically works in an office environment with adequate lighting, ventilation, and a normal range of temperature and noise level.
• May be exposed to a warehouse, laboratory, or clinical operations environment when supporting site visits, quality audits, or operational reviews.
• Work assignments are varied; new situations regularly arise that require independent judgment and the development of new solutions rather than reliance on precedent alone.
• A frequent volume of work and competing deadlines is typical and requires strong prioritization skills.
• Work is primarily sedentary but may occasionally require walking, standing, or light lifting/carrying (typically under 10 lbs., occasionally up to 25 lbs.) during site or facility visits.
• Some domestic and/or international travel may be required to support customer visits, audits, or cross-business-unit collaboration.
  
  

Resonant Values in Action

Every role at Resonant is expected to bring these values to life day to day. They guide how we work with customers, with each other, and with our broader business.

Customer Centric

We put the customer at the center of every decision, anticipating their needs and delivering solutions that create lasting value.

Employees Demonstrate Customer Centric When They

• Listen actively to understand what customers truly need, not just what they ask for.
• Anticipate issues before they become problems and communicate proactively.
• Take ownership of the customer experience end-to-end, regardless of where an issue originates.
• Measure success by customer outcomes, not just task completion.
  
  

Entrepreneurial Spirit

We act like owners, taking initiative, embracing calculated risk, and finding creative paths forward even when the way isn't obvious.

Employees Demonstrate Entrepreneurial Spirit When They

• Take initiative to solve problems without waiting to be told.
• Look for new opportunities to add value for customers and the business.
• Make thoughtful decisions with the information available, rather than waiting for perfect certainty.
• Treat company resources and reputation as if they were your own.
  
  

Growth Mindset

We believe abilities and outcomes can always improve. We seek feedback, learn from setbacks, and invest in developing ourselves and our teams.

Employees Demonstrate Growth Mindset When They

• Seek out feedback and act on it rather than becoming defensive.
• Treat mistakes as learning opportunities, for yourself and your team.
• Invest time in developing new skills and helping others do the same.
• Stay curious about how the business, the industry, and the customer landscape are evolving.
  
  

Continuous Improvement

We are never satisfied with the status quo. We look for ways to make our processes, products, and services better every day.

Employees Demonstrate Continuous Improvement When They

• Question long-standing practices rather than assuming they're still the right approach.
• Document and share improvements so the whole team benefits, not just one account or team.
• Use data and feedback to identify where processes are breaking down.
• Follow through on improvement ideas rather than letting them stall after the initial suggestion.
  
  

Quality First

We hold ourselves to the highest standard in everything we deliver, because our customers depend on us in environments where quality matters most.

Employees Demonstrate Quality First When They

• Follow documented procedures and quality/regulatory requirements without shortcuts.
• Catch and correct errors before they reach the customer.
• Speak up when something doesn't meet the standard, even when it's inconvenient.
• Hold peers and direct reports to the same quality bar you hold yourself to.