Customer Success & Operations Manager

Spectrum Staffing Services; Stanhope (NJ); Remote; USD 120,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, and vision insurance

401(k) retirement savings with match

Paid time off and comprehensive leave

Remote work arrangement

Performance-based bonus plan

Professional development and analytics

Job summary

Spectrum Staffing Services is seeking a customer-focused operations leader to guide a team delivering a seamless B2B customer experience. This remote, full‑time role suits professionals in the Eastern or Central time zones, blending customer success strategy, commercial operations, and team development for improved service reliability.

You will partner with Sales, Finance, Supply Chain, Marketing, and technical support to enhance the end‑to‑end customer journey, oversee quotations and order

Qualifications

• Bachelor's degree required in a relevant field.
• 7+ years of progressive experience in customer success, operations, or a comparable function.
• 3+ years of people leadership coordinating multi-disciplinary teams.

Responsibilities

• Lead, coach, and develop a customer success and operations team with clear goals and growth plans.
• Drive proactive engagement, account segmentation, and service standards tailored to customers.
• Monitor account health using customer activity, satisfaction, financial data to support retention.

Skills

Customer success leadership

People management

Cross-functional collaboration

ERP/CRM familiarity

Analytical skills

Education

Bachelor's degree in Business Administration or related field

Tools

ERP systems

CRM platforms

MS Excel/Analytics

Job description

We are seeking a customer-focused operations leader to guide a team responsible for delivering a seamless business-to-business customer experience. This remote, full-time opportunity is ideally suited to professionals in the Eastern or Central time zones. The position combines customer success strategy, commercial operations, cross-functional collaboration, and team development to improve service reliability, strengthen customer relationships, and drive operational improvements.

RESPONSIBILITIES

• Lead, coach, and develop a customer success and operations team, establishing performance goals, accountability, cross-training, and growth plans.
• Create proactive customer engagement practices, account segmentation, and service standards tailored to customer needs.
• Use customer activity, satisfaction, supply, and financial information to assess account health, anticipate concerns, and support retention.
• Direct customer onboarding and ongoing account support, ensuring timely communication, effective escalation handling, and resolution of complex issues.
• Coordinate with Sales, Finance, Supply Chain, Marketing, technical support, and other teams to improve the end-to-end customer experience.
• Oversee quotations, customer account setup, contract administration, pricing updates, recurring orders, and account maintenance.
• Maintain oversight of order processing, returns, credits, customer records, and ERP accuracy; introduce checks that minimize errors and rework.
• Work with financial stakeholders to address outstanding balances, billing disputes, purchase order issues, and other causes of payment delays.
• Partner with supply and commercial teams on forecasts, product availability, shortages, backorders, allocations, and customer communication.
• Monitor operational measures such as order accuracy, response times, customer satisfaction, and issue resolution; turn findings into improvements.
• Identify opportunities for workflow simplification, system enhancements, automation, and consistent operating practices.
• Build a collaborative, solution-oriented team culture focused on ownership, customer outcomes, and professional development.

QUALIFICATIONS

• Bachelor's degree in Business Administration, Operations Management, Supply Chain, Finance, Healthcare Administration, or a related field required.
• At least 7 years of progressive experience in customer success, customer service, sales or commercial operations, account management, supply chain, or a comparable function required.
• At least 3 years of people management experience or demonstrated leadership of complex teams and projects required.
• Proven ability to manage multi-step customer-facing operations and coordinate projects across departments.
• Experience in healthcare, diagnostics, medical devices, life sciences, or another regulated sector strongly preferred.
• Experience serving hospitals, integrated delivery networks, distributors, or other complex B2B accounts preferred.
• Familiarity with ERP and CRM platforms, as well as pricing, contracts, order management, accounts receivable, customer data, and demand planning, strongly preferred.
• Strong analytical, communication, problem-solving, and leadership skills.
• Ability to travel up to 25%, including internationally.

BENEFITS

• Comprehensive medical, dental, and vision insurance options, along with a flexible spending account (FSA).
• 401(k) retirement savings program and eligibility for a performance-based bonus plan.
• Paid time off, comprehensive leave programs, and life and disability insurance.
• Remote work arrangement with opportunities to collaborate across multiple business functions.
• Opportunity to shape customer success strategy, strengthen operational systems, and make a visible impact on customer experience.
• Lead and mentor a team while expanding expertise in analytics, commercial operations, and continuous improvement.