Customer Success Manager

No Recruiters Please

Vanns Spices is a Baltimore-based manufacturer of spices, seasonings, custom blends, and private label products. We partner with customers across retail, food service, distribution, and specialty food channels to develop and manufacture high-quality seasoning solutions.

We are seeking a Customer Success Manager to strengthen relationships with existing customers, improve customer communication, and identify opportunities for organic account growth.

The Customer Success Manager will serve as the primary point of contact for assigned existing customers and will be responsible for improving the customer experience, supporting customer retention, and identifying opportunities to grow current accounts.

This role is ideal for someone who enjoys building relationships, understanding customers’ businesses, solving communication challenges, and finding practical ways to help accounts grow over time.

The Customer Success Manager will work closely with Business Development, Operations, Quality, Product Development, Procurement, Finance, Production Planning, and Business Analytics to ensure customers receive clear communication, service issues are handled professionally, and growth opportunities are identified and advanced.

The Customer Success Manager will generally manage:

• Existing customers.
• Customers not in the initial three-year Business Development ownership period.
• Accounts formally handed off from Business Development to Customer Success & Account Growth.
• Other assigned accounts based on customer needs, account ranking, or strategic importance.

• Serve as the primary point of contact for assigned existing customers.
• Build strong relationships with customer contacts and develop a clear understanding of their business, products, goals, challenges, and growth opportunities.
• Expand relationships with key stakeholders beyond the main point of contact.
• Help customers understand Vanns’ capabilities, service model, lead times, communication process, pricing structure, and account support resources.
• Maintain regular communication with customers to strengthen relationships and identify needs before they become issues.
• Act as the internal advocate for assigned customers while balancing Vanns’ operational, pricing, and service realities.
• Become an expert in the customer’s business, how they operate, and company strategy.
• Offer additional value and support, including R&D and market insights where needed.

• Own customer-facing communication for assigned accounts.
• Communicate clearly, professionally, and proactively regarding customer questions, service issues, order exceptions, pricing confirmations, delays, shortages, and customer decisions needed to move orders forward.
• Work with Operations, Quality, Product Development, Procurement, Finance, Sales, and Production Planning to gather accurate information before responding to customers.
• Translate internal operational details into clear, customer-friendly communication.
• Coordinate communication around customer complaints, ensuring that the appropriate internal teams investigate and resolve issues.
• Relay complaint findings, corrective actions, and resolutions back to customers in an empathetic and professional manner.
• Track communication in the CRM.

• Monitor customer account health in coordination with the Business Analytics team.
• Identify accounts showing signs of declining order activity, reduced engagement, service concerns, margin pressure, or other risk indicators.
• Conduct proactive outreach when account trends suggest risk or opportunity.
• Seek regular feedback on client satisfaction and communicate to Sales Leadership.
• Recommend actions to improve customer retention, satisfaction, and account performance.
• Share customer insights, concerns, and opportunities with Sales leadership and other internal stakeholders.

• Identify opportunities to grow existing accounts through new products, additional SKUs, expanded product lines, packaging opportunities, seasonal items, improved ordering…