Customer Success Manager

The Strategic Customer Success Manager is a customer-facing leader within the Commercial Operations organization, responsible for managing strategic OEM customer relationships. This role advocates for customer success, ensuring alignment between customer demand, operational execution, and business objectives. The position involves owning the customer-facing S&OP cadence, resolving executive-level issues, and driving long-term customer growth and retention strategies. Significant customer-facing experience within the OEM manufacturing industry is required, with a preference for medical device OEM experience.

• Own the overall commercial relationship for strategic OEM customers across multiple product lines, programs, and manufacturing sites.
• Develop and execute customer success strategies to improve retention, growth, customer satisfaction, and long-term partnership value.
• Serve as the point of contact for executive customer stakeholders.
• Lead Quarterly Business Reviews, strategic planning sessions, program reviews, and commercial discussions.
• Align customer growth objectives with operational capabilities and capacity plans.
• Identify opportunities for organic growth, new business expansion, and strategic partnership development.
• Manage the customer-facing S&OP cadence for strategic accounts.
• Act as the primary demand representative for assigned customers within the SIOP process.
• Review, validate, and reconcile customer demand forecasts prior to monthly planning reviews.
• Monitor forecast accuracy, analyze demand trends, and identify drivers of forecast variance.
• Partner with Planning, Supply Chain, and Operations leadership to manage capacity risks and customer requirements.
• Support new product introductions and program transitions by coordinating customer requirements across various functions.
• Serve as the executive escalation point for customer-impacting issues.
• Lead cross-functional resolution efforts for delivery, supply chain, quality, and service-related concerns.
• Drive root cause analysis and corrective action activities for significant customer issues.
• Maintain transparent, proactive communication with customers regarding risks, constraints, delays, and recovery plans.
• Mentor and coach Customer Success Managers and Key Account team members.
• Provide leadership input regarding account coverage, succession planning, and team development opportunities.
• Support onboarding and training of new team members.
• Promote best practices across customer management processes and workflows.
• Own customer performance reporting across the strategic account portfolio.
• Monitor and report key customer metrics, including On-Time Delivery, Forecast Accuracy, Fill Rate Performance, Backorder Trends, and Customer Satisfaction Metrics.
• Identify recurring account trends and lead continuous improvement initiatives.
• Support ERP and Power BI reporting enhancements.
• Drive process improvements that enhance customer experience, order fulfillment, planning accuracy, and operational efficiency.
• Ensure compliance with FDA, ISO 9001, and all company quality standards.

• Demonstrated experience managing complex OEM customer relationships.
• Strong customer-facing presence with the ability to influence executive decision-makers.
• Experience balancing strategic account management with operational execution.
• Advanced analytical and problem-solving capabilities.
• Strong collaboration skills across Sales, Supply Chain, Planning, Operations, Engineering, Quality, and Finance teams.
• Deep understanding of demand planning, forecasting, S&OP/SIOP processes, and customer order management.
• Advanced Microsoft Excel skills.
• Experience utilizing ERP systems (Epicor preferred) and Power BI reporting tools.
• Ability to lead initiatives and drive accountability without direct authority.

• Bachelor's degree in Business Administration, Supply Chain, Operations Management, or related field.
• Minimum of five years of customer-facing experience within an OEM manufacturing environment.
• Experience supporting or leading formal S&OP/SIOP processes.
• Experience managing strategic customer relationships.
• Medical device OEM or contract manufacturing experience preferred.
• Experience leading, mentoring, or coaching customer-facing professionals.
• Experience working within FDA-regulated environments.
• Master's degree preferred.
• Epicor ERP experience preferred.
• Experience with demand planning, forecasting, and customer…