Customer Success Manager

About the role

The Customer Success Manager will lead commercial activities that sustain and grow business with assigned customers in the Medical Business Unit. You will act as the primary advocate for customers, ensuring they receive maximum value and an extraordinary experience.

Key responsibilities

• Drive proactive commercial activities to protect and expand sustaining business.
• Develop and maintain senior‑level relationships with customer sourcing and procurement leaders.
• Collaborate with internal Sales, Marketing, Product Management, Customer Care and Operations teams to deliver consistent EETC service levels.
• Manage escalations, own commitments, and align inventory operations to support business growth.
• Conduct monthly demand forecasts and product lifecycle reviews, including EOL planning and next‑generation transitions.
• Lead communications for major change projects such as equipment qualifications, capacity improvements, tooling replacements, VAVE initiatives, and large‑scale product changes.
• Prepare and facilitate formal business reviews (MBR, QBR, ABR) and ensure follow‑up actions are completed.
• Partner with commercial teams on multi‑site programs across internal business units and customer sites.
• Promote face‑to‑face customer engagement to strengthen relationships.

Required profile

• Strong background in sustaining business and customer relationship management.
• Deep understanding of buyer and customer needs within the medical sector.
• Proven ability to manage escalations and drive cross‑functional collaboration.
• Excellent communication skills for leading business reviews and change‑project discussions.

Required skills

What we offer

• Opportunity to work with diverse teams on impactful, safety‑focused projects.
• Exposure to a global organization committed to sustainability and connectivity.