Customer Success Manager

Victrola is a company that values music and innovation, creating products that bring lifelong music memories to people's homes. The Customer Success Manager will own end-to-end success for assigned accounts, focusing on customer onboarding and account performance while proactively solving problems and driving profitable growth.

Responsibilities:

• Serves as the primary owner and escalation point for assigned customers, ensuring a seamless and consistent experience
• Proactively identifies risks, gaps, or opportunities that may impact customer satisfaction, compliance, or revenue
• Builds strong working relationships with customer stakeholders and internal teams to drive long-term account success
• Acts as the internal driver on cross-functional customer initiatives to include aligning teams, removing blockers, and ensuring accountability for measurable outcomes
• Assist in building and deploying AI-powered agents to automate daily operational workflows, including order validation, exception handling, and order accuracy
• Ensures all Dealer Agreements, programs, and required documentation are accurately completed, approved, and executed
• Partners with Finance, Sales, and Operations to activate accounts efficiently, actively participating in weekly onboarding project management meeting and being the voice of the customer from the start
• Ensures accurate setup of product details, programs and customer data across internal systems and customer portals
• Maintains full ownership of the order lifecycle, ensuring accuracy, on-time delivery and clear communication
• Confirms, releases and manages orders across EDI platforms and SAP ERP system
• Works cross-functionally to manage allocations, backorders, and constrained inventory; proactively escalate and resolve issues
• Communicates shipping timelines, updates, BLs, and PODs to customers and Sales
• Anticipates and mitigates chargeback risk by proactively managing ship windows and compliance requirements
• Supports investigations related to shortages, damages, or shipping discrepancies
• Manages order accuracy from order entry through invoicing to ensure customer orders are fulfilled accurately with accurate ASNs and accurate Invoices internally and externally for all customers
• Leads alignment across Finance, Product Compliance, Planning & Inventory, Distribution & Transportation, IT & EDI Integration, and Sales to ensure retail compliance requirements and seasonal program commitments are met proactively and with positive commercial outcomes
• Maintains customer assortment matrices, pricing, costs, and program details with a high degree of accuracy
• Actively monitors customer portals for compliance updates and customer requirements
• Supports chargeback investigations and participates in cross-functional chargeback reviews
• Provides Sales with data-driven insights to support allocation, forecasting, and account planning
• Tracks and communicates the financial impact of operational decisions including chargeback exposure, return rates and promotional program performance to Sales and Finance leadership
• Manages inbound requests from customers and the field, ensuring timely resolution and follow-through
• Partner cross-functionally with IT and data teams to identify, test, and implement emerging AI tools and technologies that enhance operational scalability
• Identify process gaps and lead continuous improvement initiatives to drive measurable operational and commercial improvements
• Owns the operational execution of seasonal sell-in windows and product launches, coordinating across teams to ensure accurate set up, on-time shipment and retail-ready compliance
• Other duties as assigned

Requirements:

• Bachelor's degree in business, sales, operations or related field
• Equivalent or comparable working experience may be considered in lieu of degree
• 4+ years' experience in customer success, customer operations, order management, or account support role required
• Must possess a strong sense of ownership and accountability for customer outcomes, with a consistent track record of following through without being asked
• Must possess excellent relationship-building and stakeholder management skills, with the ability to navigate complexity and build credibility with both customers and internal partners
• Must possess strong analytical skills, with the ability to evaluate data, identify trends and risks, and translate insights into informed decisions and commercial recommendations
• Must possess strong problem-solving skills, with the ability to analyze complex situations, identify practical solutions, and drive cross-functional alignment through to measurable outcomes
• Must possess the ability to think both commercially and operationally - connecting day-to-day execution to retail performance, program profitability, and long-term account growth
• Must possess excellent written and verbal communication skills, with the ability to interact effectively with customers, Sales, and internal leadership
• Must possess strong organizational and prioritization skills, with the ability to manage competing priorities and deadline pressure with structured, calm judgment
• Must possess proficiency in ERP systems (SAP preferred), EDI platforms, and customer portals, with the ability to adopt and deploy emerging AI tools to improve workflow efficiency
• Experience supporting large or strategic retail customers strongly preferred
• Knowledge of SAP ERP system strongly preferred