Customer Success Specialist

Role Overview

• Serve as the primary point of contact and trusted advisor for assigned accounts, building relationships with end users, plant operations, IT, and executive stakeholders.
• Partner with Sales, Services, Product and Support to develop and maintain comprehensive account plans that map customer business goals, technical landscapes, key stakeholders, and expansion opportunities.
• Develop success plans and ROI analysis to help drive product adoption, and alignment of our MES solutions with customers’ manufacturing objectives and processes.
• Proactively identify and qualify expansion opportunities at existing sites – including additional lines, products, or modules – partnering with Sales teams to drive revenue growth.
• Lead monthly check-ins and periodic business reviews with assigned accounts to highlight ROI, provide optimization insights, and ensure our continuous alignment with customer goals.
• Monitor engagement and satisfaction to identify early attrition risks; lead “Get Well Plans” and cross-functional efforts (Product, Engineering, Support, Professional Services) to resolve friction.
• Design and execute NPS surveys, Health Checks, and Customer Spotlights to understand customer needs, and advocate for these internally to influence product enhancements and roadmap decisions.
• Act as the strategic lead for escalations; partner with Support to prioritize backlogs, provide guidance on high-impact tickets, and ensure timely, technical resolutions. Occasionally take lead on select tickets.
• Collaborate with marketing on customer-facing webinars/events, and develop resources (FAQs, best practices, onboarding guides) to cultivate a community of power users and internal SMEs.
• Partner with Support, Product Management, Engineering, Training, and Sales to resolve issues and share customer feedback.

Requirements

• 5+ years managing client relationships
• Strong experience in FDA regulated Life Sciences, Biotech, and Pharma Manufacturing
• Familiarity with digital manufacturing platforms (MES, ERP, LIMS, QMS, or similar), integrations, and infrastructure architectures
• Strong interpersonal skills with the ability to build trust and influence without authority.
• Excellent communication skills — both written and verbal — with the ability to adapt to technical and business audiences.
• Proven problem-solver with strong organizational and multitasking abilities.
• Comfort working with software tools including CRM systems, help desk platforms, and analytics dashboards.
• Ability to translate customer needs into actionable insights for internal teams.
• Customer-centric mindset with a passion for helping organizations succeed.
• Bachelor’s degree in business, technology, or related field (or equivalent experience).

Tech Stack

• ERP

Benefits

• Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
• The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
• This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.