Customer Success Manager

Our client, a manufacturing company is seeking a highly organized and customer-focused Customer Success Manager to lead their customer service team and serve as the central point of communication between customers and multiple manufacturing departments.

This role ensures that customers receive timely responses, accurate production updates, and a seamless experience from order intake through delivery.

The Customer Success Manager will collaborate closely with production, planning, engineering, shipping, and quality control teams to make sure all customer needs are met.

• Serve as the primary point of escalation for customer inquiries, order status updates, scheduling requests, and issue resolution.
• Build strong, long-term relationships with customers through proactive communication and follow-through.
• Ensure high customer satisfaction and retention by maintaining service quality and responsiveness.
• Lead, mentor, and supervise the Customer Service team.
• Set goals, manage performance, and provide ongoing training and development.
• Implement service workflows, ticketing processes, and communication standards.
• Monitor response times, service quality, and workload distribution.
• Collaborate daily with production, scheduling, engineering, procurement, and shipping to confirm timelines and communicate updates to customers.
• Communicate customer requirements, changes, approvals, and confirmations to internal teams accurately and in a timely manner.
• Ensure all departments have the customer information required to prevent delays or errors.
• Facilitate weekly or daily production-customer coordination meetings.
• Oversee the lifecycle of customer orders from entry to fulfillment.
• Track milestones, deadlines, and customer approvals to ensure smooth production flow.
• Anticipate potential issues, identify risks, and proactively offer solutions.
• Maintain accurate ERP/CRM data related to customer accounts and orders.
• Analyze customer service metrics and production-communication gaps.
• Recommend and implement process improvements to increase efficiency and customer satisfaction.
• Support implementation of new systems or workflows that enhance communication and reduce manufacturing bottlenecks.

• 3-5 years of experience in customer success, customer service management, or account management.
• Experience in a manufacturing or production-based environment highly preferred.
• Experience leading teams required.
• Strong leadership, communication, and interpersonal skills.
• Excellent organizational and time-management abilities.
• Understanding of manufacturing workflows (production, scheduling, quality control, shipping).
• Ability to translate customer needs into actionable tasks for internal departments.
• Proficiency in CRM/ERP systems and Microsoft Office.
• Problem-solving mindset with ability to manage multiple priorities simultaneously.

Location: Clifton NJ
Salary: $230K

$230,000 per year