Customer Success Manager

Peli BioThermal is a leader in temperature-controlled packaging solutions for the life sciences industry. They are seeking a Customer Success Manager to act as the key liaison between the company and its global customers, ensuring smooth transitions from project implementation to steady-state operations while driving customer satisfaction and program retention.

Responsibilities:

• Serve as the primary point of contact as customers transition from project implementation to steady-state operations
• Conduct post-hypercare customer review meetings
• Partner with Implementation and Program Management teams to ensure seamless knowledge transfer and clear communication of contract scope, SLAs, and performance metrics
• Monitor key account health through data dashboards, performance reports, and customer feedback, in conjunction with the Business Development Manager
• Analyze fleet utilization, lane performance, and return rate trends to identify improvement opportunities
• Collaborate with Operations, Quality, and Service Center, and management teams to resolve performance issues or nonconformances
• Recommend program enhancements
• Act as the trusted advisor for assigned customers, ensuring their success and long-term retention
• Support Monthly or Quarterly business reviews
• Serve as customer advocate internally, ensuring customer needs are represented in process, product, and service improvements
• Partner with Sales and Program Management to identify upsell or renewal opportunities
• Partner with Finance on revenue and operations forecast, as well as managing annual pricing updates
• Coordinate with Quality and Regulatory teams to ensure ongoing compliance with GDP and industry standards
• Support the Voice of the Customer process by capturing and documenting insights for future product/service development
• Follows company policies and practices as outlined in the Employee Handbook, AWAIR and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job
• Performs additional duties as assigned

Requirements:

• 5+ years of experience in customer success, account management, or operations within the temperature-controlled packaging, logistics, or life sciences industry
• Excellent communication, presentation, and customer-facing skills
• Strong analytical ability to interpret performance data and identify trends
• Proficiency with CRM and service management tools (e.g., Salesforce, Power BI, ServiceNow)
• Proficiency with SAP
• Strong understanding of cold chain logistics, service programs, and reusable asset management