Customer Success Manager

About Us

Peli Bio Thermal offers the widest range of temperature‑controlled packaging and service solutions to the global life sciences industry. The company’s products ensure that delicate biological materials arrive intact and effective, despite exterior environments. Peli Bio Thermal is dedicated to developing innovative products designed to fulfil the complex needs of the global life sciences industry. The company’s customers benefit from its extensive expertise in ensuring that temperature stability is maintained throughout the distribution chain.

The company also offers a complete portfolio of services and software to support end‑to‑end temperature‑controlled packaging asset management.

Location: Remote

Company: Peli Bio Thermal

At Peli Bio Thermal, your work has a real‑world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.

The Customer Success Manager (CSM) serves as the key post‑implementation liaison between Peli Bio Thermal and its global high‑impact customers. This role ensures a smooth internal and external transition from project implementation to steady‑state operations, driving customer satisfaction, performance adherence, and program retention. Serve as the primary point of contact as customers transition from project implementation to steady‑state operations.

• Serve as the primary point of contact as customers transition from project implementation to steady‑state operations.
• Conduct post‑hypercare customer review meetings.
• Partner with Implementation and Program Management teams to ensure seamless knowledge transfer and clear communication of contract scope, SLAs, and performance metrics.

• Monitor key account health through data dashboards, performance reports, and customer feedback, in conjunction with the Business Development Manager.
• Analyze fleet utilization, lane performance, and return rate trends to identify improvement opportunities.
• Collaborate with Operations, Quality, and Service Center, and management teams to resolve performance issues or nonconformances.
• Recommend program enhancements.

• Act as the trusted advisor for assigned customers, ensuring their success and long‑term retention.
• Support Monthly or Quarterly business reviews.
• Serve as customer advocate internally, ensuring customer needs are represented in process, product, and service improvements.

• Partner with Sales and Program Management to identify upsell or renewal opportunities.
• Partner with Finance on revenue and operations forecast, as well as managing annual pricing updates.
• Coordinate with Quality and Regulatory teams to ensure ongoing compliance with GDP and industry standards.
• Support the Voice of the Customer process by capturing and documenting insights for future product/service development.
• Follow company policies and practices as outlined in the Employee Handbook, AWAIR and/or applicable employment agreement. Follow safety guidelines and procedures in accordance to the job.
• Performs additional duties as assigned.

• 5+ years of experience in customer success, account management, or operations within the temperature‑controlled packaging, logistics, or life sciences industry.
• Strong understanding of cold chain logistics, service programs, and reusable asset management preferred.
• Excellent communication, presentation, and customer‑facing skills.
• Strong analytical ability to interpret performance data and identify trends.
• Proficiency with CRM and service management tools (e.g., Salesforce, Power BI, Service Now).
• Proficiency with SAP.

• Competitive paid time off plans / Holiday pay / extra vacation purchase opportunities.
• 401k plan – with immediate match.
• Great Benefits – several options including Pet insurance for our animal lovers.
• Health Savings Account Contribution.
• Wellness Discount Program.
• G…