Customer Success Manager

The Cohere Beauty Customer Success Manager (CSM) supports the execution of customer product development programs, partnering closely with Department Leads and cross-functional teams to deliver projects from concept through commercialization. This role manages timelines and coordinates internal stakeholders and customer communication for beauty and personal care programs.

The CSM plays a key role in keeping projects on track, ensuring accurate documentation, and proactively identifying risks, while developing strong project management and customer-facing skills.

• Support day-to-day communication with customers, ensuring timely responses and follow-ups.
• Help maintain positive customer relationships through organization and reliability.
• Escalate risks or concerns to the Department Lead proactively.

• Manage project timelines, deliverables, and documentation.
• Create and maintain project plans and trackers.
• Translate customer requests into internal tasks and next steps.
• Lead customer meetings and capture notes, actions, and follow-ups.

• Coordinate with internal teams (R&D, Packaging, Supply Chain, Quality, Production) to track progress.
• Follow up on key milestones and ensure updates are reflected in project systems.
• Identify delays or risks and communicate them to the Team Lead.

• Tracking key milestones tied to retailer timelines and launch dates.
• Support documentation related to customer-requested compliance, labeling, and specifications.

• Maintain project data accuracy in internal systems.
• Update timelines, forecasts, and scope changes.

• Track KPIs (timeliness, sample status, milestone completion).
• Prepare internal and customer-facing updates.

Perform other duties as assigned

• Bachelor’s degree or equivalent experience preferred.
• 2-4 years of experience in project coordination, account support, or operations.
• Experience in manufacturing, Consumer Packaged Goods (CPG), or supply chain environments preferred.

• Strong organizational and time management skills.
• Ability to manage multiple tasks and deadlines.
• Clear and professional communication skills.
• Detail-oriented with strong follow-through.
• Proficiency in Microsoft Office and project tracking tools (, Smartsheet, MS Project, a plus).
• Willingness to learn cross-functional processes in manufacturing.
• Ability to maintain regular and predictable attendance.

• Primarily Office environment – climate-controlled.
• Hybrid work arrangements may be considered.
• Travel requirements up to 10 - 15 % annually.

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