Customer Success Manager

The Customer Success Manager contributes to the success of Eagle Flexible Packaging ("Eagle") by leading and supporting the Customer Project Management team while remaining actively involved in customer programs and day‑to‑day project execution. This role serves as a bridge between customers, Customer Project Managers, and internal operations teams to ensure customer requirements are communicated clearly, projects are executed successfully, and customer relationships remain strong throughout the manufacturing lifecycle.

This position combines hands‑on customer project management responsibilities with frontline leadership responsibilities, including coaching team members, supporting escalated customer situations, driving process consistency, and ensuring alignment between customer expectations and operational capabilities.

• Lead, coach, and develop the Customer Project Management team, providing day‑to‑day guidance, prioritization support, training, and accountability.
• Serve as a working manager by directly managing customer accounts and projects while balancing leadership responsibilities.
• Support Customer Project Managers in handling complex customer situations, escalations, changing priorities, and high‑risk projects.
• Act as an escalation point for customer concerns related to orders, lead times, specifications, scheduling, artwork approvals, inventory, or delivery expectations.
• Build and maintain strong working relationships with customers through responsive communication, execution follow‑through, and proactive problem solving.
• Coach team members on effective customer communication, including how to manage difficult conversations, set expectations appropriately, and communicate operational constraints professionally.
• Ensure customer orders, specifications, approvals, and project details are accurately entered and maintained within ERP and related systems.
• Collaborate closely with Operations, Scheduling, Graphics, Purchasing, Shipping, and Quality to ensure customer requirements are aligned with production capabilities and delivery expectations.
• Help ensure projects are planned and executed in a manner that supports operational efficiency, quality standards, and on‑time delivery performance.
• Monitor customer project workflows and team workload distribution to ensure responsiveness and timely execution across all active programs.
• Identify risks, delays, bottlenecks, or communication gaps and help coordinate timely resolution across departments.
• Support management of customer finished goods inventory programs, including communication regarding inventory levels, release timing, and storage expectations.
• Review and help maintain consistency in customer‑facing documentation, including order confirmations, approvals, specifications, and project communication.
• Identify continuous improvement opportunities focused on improving customer experience, reducing errors, improving communication flow, and increasing operational alignment, and manage projects to improve department operations.
• Identify training needs and develop training related to customer project management.
• Onboard and train new Customer Project Managers, including process training, ERP usage, customer communication expectations, and departmental workflows.
• Manage KPI tracking related to customer satisfaction, lead times, project execution, responsiveness, and operational performance.
• Partner with the Director of Customer Success to identify process improvements, training opportunities, staffing needs, and workflow optimization initiatives.
• Serve as back‑up support for Customer Project Managers as business needs require.
• Ensure that all company food safety and quality assurance procedures are followed at all times. Escalate any issues/concerns to management.
• Other related duties as assigned.

• High school diploma or equivalent (GED).
• Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field, or equivalent experience.
• Minimum five years of relevant customer‑facing experience involving project management, customer service, account coordination, or operations support in a…