Customer Success Manager

viaPhoton; Chicago (IL); On-site; USD 70,000 - 85,000; Full time

Benefits offered by this job

Health benefits

401(k) with match

Flexible PTO

Holidays & team events

Job summary

viaPhoton seeks a proactive Customer Journey Manager to own the end-to-end process from onboarding to delivery. You will ensure clear communication across email, Slack, and phone, set realistic timelines, and resolve issues before they escalate.

You’ll work with sales, engineering, manufacturing, and logistics to prioritize and streamline ERP-driven workflows. Ideal candidates bring strong communication, organizational discipline, and a track record of owning initiatives.

Qualifications

• Strong communicator with clients and internal teams.
• Excellent organizational discipline and follow-through on what you start.
• Ability to balance stakeholder needs with company constraints.
• Comfortable learning new tools and shifting priorities.

Responsibilities

• Own the complete customer journey from onboarding through quoting, production, and delivery.
• Keep communication clear across email, Slack, and phone.
• Set expectations early, build realistic timelines, and resolve issues before they accelerate.
• Coordinate with sales, engineering, manufacturing, and logistics to align on priorities.
• Maintain accurate ERP updates and bring clarity to workflows that move quickly.

Skills

Clear communication

Organizational discipline

Stakeholder management

Ownership mindset

Adaptability

Job description

Who We Are

We are changing the norm by being customer-focused, technology-led. viaPhoton is reimagining fiber optic manufacturing for the AI era. We design and deliver custom-engineered, end-to-end fiber connectivity solutions for the data centers, 5G networks, and AI infrastructure shaping the next decade, and our customers need them in weeks, not months. In five years we've grown to a team of 200+ and 4x'd our revenue in the last year alone, and we're just getting started. We're looking for people who want to do their best work with a team that's moving fast.

Location: Naperville, IL
Schedule: Mon–Fri | Onsite

Who We Are

We are changing the norm by being customer-focused, technology-led. viaPhoton is reimagining fiber optic manufacturing for the AI era. We design and deliver custom-engineered, end-to-end fiber connectivity solutions for the data centers, 5G networks, and AI infrastructure shaping the next decade, and our customers need them in weeks, not months. In five years we've grown to a team of 200+ and 4x'd our revenue in the last year alone, and we're just getting started. We're looking for people who want to do their best work with a team that's moving fast.

About the Role

You'll be the connective tissue between our customers and our operations. Managing the entire journey from quoting through delivery, you'll keep communication clean and proactive, resolve issues before they grow, and build trust with the biggest names in hyperscale infrastructure.

• Own the complete customer journey from onboarding through quoting, production, and delivery
• Keep communication clear and proactive across email, Slack, and phone
• Set expectations early, build realistic timelines, and resolve issues before they accelerate
• Coordinate with sales, engineering, manufacturing, and logistics to align on priorities
• Maintain accurate ERP updates and bring clarity to workflows that move quickly

What You'll Bring

• Communicate clearly and adapt your style to different audiences
• Have careful organizational discipline and follow through on what you start
• Use customer-first judgment to balance stakeholder needs with company constraints
• Are at your best when systems and priorities shift, and are comfortable learning new tools
• Take ownership and have a track record of seeing things through

What's in it for you?

• Robust health, dental, and vision coverage that starts on day 1
• 401(k) with 4% match, vests immediately after a 90-day waiting period
• Flexible PTO that grows over time
• 10 paid holidays, including 2 floating holidays
• Monthly team events

Compensation

$70,000 - $85,000, plus annual bonus

At viaPhoton, we are committed to furthering our culture of inclusion. We reinforce this through our core values and beliefs as well as our processes and strategic goals. We remind team members to seek various viewpoints, learn and be hungry with curiosity, and gain trust.

We are an equal opportunity employer and make all employment decisions based on merit and qualifications. We do not discriminate on the basis of race, color, ethnic or national origin, religion or belief, sex, pregnancy, sexual orientation, gender identity or expression, age, disability, health condition, genetic information, marital or family status, military or veteran status, socioeconomic background, or any other status protected by applicable law.

We provide reasonable accommodations and adjustments throughout the hiring process. If you need one, please let us know. Any personal data you share with us is handled confidentially and in line with applicable data protection law.