Customer Success Manager

CL f25d5e5c a0fc 46af b026 99878ecf4a3b; Phoenix (AZ); Hybrid; USD 65,000 - 85,000; Full time

Job summary

CL f25d5e5c a0fc 46af b026 99878ecf4a3b in Phoenix, Arizona, seeks a Customer Success Manager (CSM) to support customer product development programs. The role entails managing timelines, coordinating with stakeholders, and ensuring strong customer relationships.

The ideal candidate will have 2-4 years of experience in project coordination and be comfortable in a hybrid work environment. Responsibilities include managing project deliverables, maintaining documentation, and tracking KPIs.

Qualifications

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

Responsibilities

• Support day-to-day communication with customers.
• Manage project timelines, deliverables, and documentation.
• Coordinate with internal teams to track progress.
• Track KPIs and prepare updates.

Skills

Strong organizational and time management skills

Clear and professional communication skills

Detail-oriented with strong follow-through

Proficiency in Microsoft Office

Ability to manage multiple tasks and deadlines

Education

Bachelor’s degree or equivalent experience

Tools

Monday.com

Smartsheet

MS Project

Job description

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.

Responsibilities

Customer Experience & Relationship Support

• 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.

Project Coordination & Support

• 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.

Cross-Functional Coordination

• 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.

Retail & Launch Readiness Support

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

Forecasting & Planning Support

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

Performance & Reporting

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

Perform other duties as assigned

Minimum Education & Experience

• 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.

Knowledge, Skills & Abilities

• 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 (Monday.com, Smartsheet, MS Project, a plus).
• Willingness to learn cross-functional processes in manufacturing.
• Ability to maintain regular and predictable attendance.

Travel & Working Conditions

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

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