Senior Customer Success Manager

POSITION SUMMARY & KEY AREAS OF RESPONSIBILITY:

The Senior Manager Customer Success is responsible for developing and executing strategies that strengthen long-term customer partnerships, maximize customer retention, and drive profitable growth. This role serves as the primary advocate for the customer, ensuring exceptional service, business alignment, and value realization while proactively identifying and mitigating churn risks. Working closely with Sales, Operations, and Executive Leadership, the Senior Manager leverages customer relationships, insights, and market intelligence to uncover growth opportunities and strengthen strategic accounts. In a fast-paced, growth-focused organization, this leader plays a critical role in protecting revenue, expanding customer engagement, and fostering lasting customer loyalty.

RESPONSIBILITIES:

• Foster, develop, and implement Continuous Improvement (CI) activities through all facets of the business.
• Ensure a proactive approach to product quality, GMPs, and quality of workmanship.
• Ensure compliance with all Environmental, Health and Safety (EHS) policies and procedures.
• Actively participate in EHS training, safety observations, hazard identification, and safety committees.
• Ensure an environment that promotes effective communication, positive coworker collaboration, and teamwork.
• Lead customer retention efforts to minimize churn and maximize customer lifetime value.
• Develop, monitor, and improve customer satisfaction metrics to proactively identify risks and opportunities.
• Develop and maintain strategic relationships with key customers to strengthen long-term partnerships and drive customer loyalty.
• Resolve customer escalations and complex issues while maintaining strong customer trust.
• Develop account growth strategies that support customer success and business objectives.
• Implement process improvements that enhance customer satisfaction, retention, and operational efficiency.
• Drive profitable revenue growth through account expansion, cross-selling, and upselling initiatives.
• Lead business reviews to communicate performance, value delivered, and future opportunities.
• Develop and maintain customer success metrics, reporting, and performance dashboards.
• Analyze customer performance, profitability, and market trends to inform account strategies.
• Collaborate with cross-functional teams to ensure seamless and positive customer experience.
• Champion the voice of the customer to improve products, services, and overall customer experience.
• Partner with executive leadership to protect revenue, improve profitability, and drive sustainable growth.
• Partner with Sales to identify and capture growth opportunities within existing accounts.
• Serve as a trusted advisor by aligning customer objectives with company capabilities and solutions.

REQUIRED SKILLS/ABILITIES:

• Strong relationship-building and ability to effectively work with internal and external stakeholders.
• Excellent verbal, written, presentation and communication abilities.
• Ability to influence and collaborate with cross-functional teams.
• Strong organizational and project management skills.
• Proficiency in Microsoft Office Suite, particularly Excel, PowerPoint, and Outlook.
• Proficiency working with CRM systems and sales analytics tools.
• Ability to analyze data, identify trends, and execute actions by making sound business recommendations.
• Strong problem-solving and negotiation skills.
• Ability to manage multiple priorities in a fast-paced environment.

BASIC QUALIFICATIONS:

• Bachelor's degree in Business Administration, Marketing, Sales, or related field; or similar experience.
• Minimum of 5 years of sales operations, CRM management, account management, customer service, sales, or related business experience.
• Experience managing customer relationships in a manufacturing, industrial, packaging, labeling, or related environment preferred.
• Proven track record of process enhancement, optimization, and improvement initiatives to drive sales performance.
• Ability to travel periodically to customer locations as required.

M2SP

*LI-MD1