Manager, Customer Success – Operations

Job not on LinkedIn

🔥 0 minutes ago

🏖️ New Jersey – Remote

🏖️ New Jersey – Remote

💵 $100k - $130k / year

⏰ Full Time

🟠 Senior

🔴 Lead

🏆 Customer Success

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Stago

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

Founded 1945

🏥 Healthcare

💼 Consulting

📦 Logistics

Healthcare • Consulting • Logistics

Stago is a global diagnostics company specializing in the science of hemostasis and thrombosis, providing laboratory instruments, reagents, quality control programs, and related services for clinical coagulation testing. The company offers hemostasis analyzers and assays (including D-dimer tests), external quality assessment (EQA) programs, continuing education and digital tools like My Personal Space and My Expert QC to support lab quality management and customer account services. Stago serves hospitals, clinical laboratories, and healthcare providers with technical support, regulatory-cleared products, and educational resources.

📋 Description

• Develop and implement Stago's operational Customer Success strategy • Establish proactive engagement standards, customer segmentation, and differentiated service approaches • Establish customer health indicators using operational, financial, supply, satisfaction, and engagement data • Proactively engage at-risk customers and coordinate corrective action • Oversee the operational customer experience from onboarding through ongoing account management • Establish expectations for proactive communication, issue resolution, escalation management, and follow-through • Resolve complex customer concerns with urgency, transparency, and accountability • Simplify the customer journey and reduce operational friction • Partner with Sales to support commercial execution, customer onboarding, strategic account initiatives, and complex customer requirements • Oversee quotation preparation, account setup, pricing implementation, contract administration, standing orders, and account maintenance • Identify and communicate customer insights, purchasing trends, sales opportunities, and retention risks • Oversee order processing, standing orders, releases, returns, credits, and ERP transactions • Maintain pricing, contract terms, customer master data, and delivery requirements in applicable systems • Establish controls and audits to reduce pricing discrepancies, order errors, credits, rebills, and other operational issues • Partner with Finance, Sales, IT, Supply Chain, Marketing, and other stakeholders to resolve issues and improve efficiency • Support accounts receivable performance and resolve customer payment issues • Coordinate customer ordering patterns, standing orders, demand forecasts, and product availability • Communicate shortages, backorders, allocations, product transitions, and recovery plans to customers • Oversee customer-facing implementation of sequestering and allocation policies • Establish and monitor KPIs for customer satisfaction, responsiveness, order accuracy, pricing accuracy, issue resolution, customer health, and efficiency • Analyze ordering trends, account activity, payment patterns, service issues, and operational data • Lead workflow simplification, process standardization, automation, and continuous improvement initiatives • Recruit, onboard, coach, develop, and retain the Customer Success & Operations team • Establish performance expectations, conduct one-on-ones and reviews, and create development plans • Develop team capabilities in customer communication, relationship management, ERP proficiency, project management, analytics, financial acumen, problem solving, and commercial awareness • Coach employees through complex customer conversations • Build cross-training, development, and succession plans • Hold employees accountable for accuracy, responsiveness, communication, ownership, and follow-through

🎯 Requirements

• Bachelor's degree in Business Administration, Supply Chain, Finance, Healthcare Administration, Operations Management, or related discipline required • Minimum 7 years of progressive experience in Customer Success, Commercial Operations, Sales Operations, Customer Service, Supply Chain, Account Management, or a related function required • Minimum 3 years of people leadership experience or demonstrated leadership of complex teams and projects required • Healthcare, medical device, diagnostics, life sciences, or another regulated industry experience strongly preferred • Experience supporting hospitals, IDNs, distributors, or complex B2B customer organizations preferred • Demonstrated experience managing complex customer-facing operational processes and cross functional projects • Experience with ERP and CRM systems strongly preferred • Experience with pricing, order management, accounts receivable, contracts, customer master data, forecasting, or demand planning strongly preferred • Located in the Eastern or Central time zones • Travel up to 25% of the time including international travel

🏖️ Benefits

• medical insurance • dental insurance • vision insurance • FSA • 401k • PTO • life insurance • disability insurance • comprehensive leave program • bonus plan eligibility • Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions