Customer Success Project Manager

The Customer Success Project Manager (CSPM), under the Commercial Business Unit, is responsible for the ongoing project management and support of active customer accounts. Each CSPM will oversee a portfolio of clients, with distinct needs, service level expectations, and business requirements.

The CSPM is accountable for accurate forecasting, planning, execution, and the on-time delivery of finished goods. Acting as the primary point of contact between the customer and internal departments (Operations, Logistics, QA, Finance, Procurement), the CSPM ensures effective coordination across all departments, while proactively identifying risks, resolving issues, and uncovering opportunities for growth.

This role requires strong project management skills, confident and effective communication, particularly in customer-facing interactions, and the ability to prioritize competing deliverables by assessing both impact and urgency.

CSPMs must bring a mindset centered on customer retention and account growth, acting not just as project managers, but as leaders responsible for customer satisfaction, effective and timely solutions and account growth.

RESPONSIBILITIES:

Position Summary:

Project Management:

• Serve as the primary point of contact for assigned commercial accounts, building strong, long-term relationships

• Maintain regular communication with customers to review forecasts, PO timelines, and open action items

• Ensure all customer deliverables are met on time and in full, escalating risks early with potential solutions identified

• Understand client goals, challenges, and priorities to ensure successful outcomes

• Support account growth, client retention, and high customer satisfaction

• Develop and manage project timelines from inception through completion, ensuring all deliverables meet timeline expectations

Forecasting & Execution:

• Track and monitor monthly forecasts for assigned accounts

• Collaborate closely with Finance and Procurement to proactively flag changes in demand to avoid delays in procurement of material

Annual Pricing Review:

• Participate in the annual pricing review process by reassessing active SKUs within their account portfolio

o This exercise requires the PM to be aware of potential componentry increases as well as actual production of finished good performance

• PMs are responsible for presenting and communicating final pricing recommendations internally and externally to the customer

Nonessential Functions/Demands:

• Other responsibilities as assigned by manager.