Service Delivery Manager - Life Science

Manager Customer Success – Life Sciences

C.H. Robinson is seeking a Manager Customer Success – Life Sciences to lead a high-performing team responsible for the end-to-end management of temperature-sensitive pharmaceutical and life sciences shipments. In this role, you will ensure shipment integrity, temperature compliance, risk mitigation, and exceptional service delivery while overseeing real-time monitoring, exception management, and critical customer accounts from pickup through billing. You will build strong customer relationships, drive operational excellence, and collaborate across teams to deliver innovative solutions that support customer goals and business growth.

In this role, you will also lead, coach, and develop a team of specialists and supervisors, fostering a culture of accountability, continuous improvement, and customer-focused execution. If you are passionate about leading teams, solving complex operational challenges, and delivering critical solutions that help life-saving products reach patients around the world, we encourage you to apply today.

The duties and responsibilities of this position consists of, but are not limited to, the following:

• Lead and develop a high-performing Customer Success team, driving accountability, exceptional service, and operational excellence in a fast-paced, global environment
• Partner with customers to understand strategic goals, align resources, and deliver executive-level business reviews that maximize value and long-term growth
• Build trusted relationships with senior customer stakeholders, serving as a strategic advisor and escalation point across global regions
• Drive organic revenue growth through cross-selling, upselling, freight expansion, and supply chain solution adoption while managing account profitability and P&L performance
• Collaborate cross-functionally to identify and implement cost savings, process improvements, and customer-focused innovation initiatives
• Champion customer satisfaction by optimizing NPS performance, resolving complex issues, and leading continuous improvement efforts based on customer feedback and service trends
• Oversee transportation operations for life sciences customers, ensuring compliant, secure, temperature-controlled shipment execution and an outstanding customer experience
• Analyze operational and customer performance metrics to drive service excellence, improve efficiency, and achieve key business objectives
• Recruit, develop, and retain diverse talent through coaching, performance management, succession planning, and employee engagement initiatives that foster a culture of collaboration and continuous improvement

Required:

• Bachelor's degree from accredited college or university
• Minimum 5 years of related industry experience
• Minimum 2 years of leading and managing teams
• Ability to travel up to 35% (domestically and internationally)

Preferred:

• Advanced proficiency in Microsoft Office Suite of programs
• Knowledge of Supply Chain and/or Logistics industry
• Experience in consultative and strategic sales
• Strong negotiation and conflict resolution skills
• Strong written and verbal communication skills, including experience presenting to internal and external key decision makers
• Demonstrates skill of managing internal and external customer expectations
• Values a diverse and inclusive work environment

Disclaimer:

This job description is intended to generally describe the nature and level of work to be performed by employees in this position. It is not intended to be construed as an exhaustive list of all responsibilities and skills required of employees performing this role.

We will review applications for this role on an ongoing basis and encourage all interested candidates to apply at their earliest convenience.

Compensation Range

$83,400.00 - $

The base pay range displayed on the job posting reflects the minimum and maximum base pay for this specific location. Your individual base pay within this range is determined by job-related skills, experience, and relevant education or training. Compensation details listed in this posting reflect the base pay only and do not include additional variable…