Customer Success Manager

Supreme Talent; Clifton (NJ); On-site; USD 195,000 - 265,000; Full time

Job summary

Our client, a manufacturing company, seeks a highly organized Customer Success Manager to lead the customer service team and coordinate between customers and multiple manufacturing departments. You will ensure timely responses, accurate production updates, and a seamless experience from order intake through delivery.

The role requires collaboration with production, planning, engineering, shipping, and quality control to ensure all customer needs are met. Clifton, NJ on-site, $230K per year.

Qualifications

• 3–5 years in customer success or account management, preferably in a manufacturing environment.
• Experience leading teams and coordinating with multiple internal departments.
• Strong communication and organizational skills; ability to drive process improvements.

Responsibilities

• Serve as the primary escalation point for customer inquiries, order status, scheduling, and issue resolution.
• Build long-term customer relationships through proactive communication and follow-up.
• Lead, mentor, and supervise the Customer Service team; set goals and provide training.
• Implement workflows and ticketing processes; monitor performance and workload.
• Collaborate with production, planning, engineering, shipping, and quality control to meet customer needs.

Skills

Customer success

Team leadership

CRM/ERP systems

Communication

Time management

Tools

CRM/ERP software

Microsoft Office

Job description

Our client, a manufacturing company is seeking a highly organized and customer-focused Customer Success Manager to lead their customer service team and serve as the central point of communication between customers and multiple manufacturing departments.

This role ensures that customers receive timely responses, accurate production updates, and a seamless experience from order intake through delivery.

The Customer Success Manager will collaborate closely with production, planning, engineering, shipping, and quality control teams to make sure all customer needs are met.

Responsibilities:

• Serve as the primary point of escalation for customer inquiries, order status updates, scheduling requests, and issue resolution.
• Build strong, long-term relationships with customers through proactive communication and follow-through.
• Ensure high customer satisfaction and retention by maintaining service quality and responsiveness.
• Lead, mentor, and supervise the Customer Service team.
• Set goals, manage performance, and provide ongoing training and development.
• Implement service workflows, ticketing processes, and communication standards.
• Monitor response times, service quality, and workload distribution.
• Collaborate daily with production, scheduling, engineering, procurement, and shipping to confirm timelines and communicate updates to customers.
• Communicate customer requirements, changes, approvals, and confirmations to internal teams accurately and in a timely manner.
• Ensure all departments have the customer information required to prevent delays or errors.
• Facilitate weekly or daily production-customer coordination meetings.
• Oversee the lifecycle of customer orders from entry to fulfillment.
• Track milestones, deadlines, and customer approvals to ensure smooth production flow.
• Anticipate potential issues, identify risks, and proactively offer solutions.
• Maintain accurate ERP/CRM data related to customer accounts and orders.
• Analyze customer service metrics and production-communication gaps.
• Recommend and implement process improvements to increase efficiency and customer satisfaction.
• Support implementation of new systems or workflows that enhance communication and reduce manufacturing bottlenecks.

Qualifications:

• 3-5 years of experience in customer success, customer service management, or account management.
• Experience in a manufacturing or production-based environment highly preferred.
• Experience leading teams required.
• Strong leadership, communication, and interpersonal skills.
• Excellent organizational and time-management abilities.
• Understanding of manufacturing workflows (production, scheduling, quality control, shipping).
• Ability to translate customer needs into actionable tasks for internal departments.
• Proficiency in CRM/ERP systems and Microsoft Office.
• Problem-solving mindset with ability to manage multiple priorities simultaneously.

Location: Clifton NJ
Salary: $230K

Compensation:

$230,000 per year