Manager, Customer Success & Operations, International Medical OEM

Manager, Customer Success & Operations

• Full-Time Remote New Jersey

The ideal candidate will be located in the Eastern or Central time zones.

The Manager, Customer Success & Operations leads the team responsible for delivering an exceptional customer experience throughout the operational customer lifecycle, from quotation and account setup through order fulfillment, pricing, standing orders, accounts receivable support, supply management, and ongoing customer engagement. This role owns the strategy and execution of OEM’s operational customer success model, ensuring customers experience proactive communication, reliable execution, rapid issue resolution, and a consistent sense of partnership throughout their relationship with OEM.

The Manager is responsible for evolving the team beyond transactional customer support into a proactive customer success organization that understands its customers, anticipates their needs, identifies risks before they become escalations, and uses data and customer insights to continuously improve the experience. Serving as a critical connector between customers and Sales, Supply Chain, Finance, Applications Support, Marketing, and other functions, the Manager identifies and removes friction across the customer journey while ensuring clear accountability for customer outcomes.

Success requires a leader who combines customer advocacy, operational discipline, analytical thinking, people leadership, and commercial awareness while building a team that takes ownership not simply for completing transactions, but for helping customers succeed.

• Develop and implement OEM’s operational Customer Success strategy, establishing proactive engagement standards, customer segmentation, and differentiated service approaches based on customer needs and complexity.
• Establish customer health indicators using operational, financial, supply, satisfaction, and engagement data to identify emerging risks and opportunities.
• Develop processes for proactively engaging at-risk customers and coordinating corrective action with Sales and other stakeholders to protect customer satisfaction and retention.
• Ensure the team understands assigned customers, including account structures, ordering patterns, operational requirements, contracts, and potential service risks.

• Oversee the operational customer experience from onboarding through ongoing account management, ensuring clear ownership, responsiveness, and consistent execution.
• Establish expectations for proactive communication, issue resolution, escalation management, and follow-through on customer commitments.
• Ensure complex customer concerns are resolved with urgency, transparency, and accountability while maintaining customer confidence and trust.
• Identify opportunities to simplify the customer journey, reduce operational friction, and improve the ease of doing business with OEM.

• Partner with Sales to support effective commercial execution, customer onboarding, strategic account initiatives, and operational requirements for complex customer organizations.
• Oversee processes supporting quotation preparation, account setup, pricing implementation, contract administration, standing orders, and customer account maintenance.
• Ensure customer insights, purchasing trends, potential sales opportunities, and retention risks are identified and communicated to the appropriate Sales stakeholders.
• Maintain clear accountability between Sales ownership of commercial strategy and customer relationships and Customer Success & Operations ownership of operational execution and customer…