Manager, Customer Success – Operations

Stago

. Develop and implement Stago's operational Customer Success strategy .

Posted 10/27/2026full-timeRemote • New Jersey • United StatesSeniorLead💰 $100,000 - $130,000 per yearWebsite

Core Competencies

Role fit

Core Competencies

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Demonstrates expertise in developing and implementing customer success strategies, managing complex operational processes, and leading cross-functional teams. Proficient in utilizing ERP and CRM systems to enhance customer engagement and operational efficiency.

Highest-signal resume keywords

Customer Success Strategy DevelopmentPeople Leadership ExperienceERP And CRM Systems ProficiencyComplex Customer-Facing Operational ManagementHealthcare Industry Experience

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Operational Process ManagementCustomer SegmentationKPI MonitoringOrder ManagementContract AdministrationDemand ForecastingPricing ImplementationData AnalysisIssue ResolutionContinuous Improvement Initiatives

Soft Skills

CommunicationProblem SolvingCoachingRelationship ManagementAccountability

Industry Keywords

HealthcareMedical DeviceDiagnosticsLife SciencesB2B Customer OrganizationsSupply ChainCommercial OperationsCustomer ServiceAccount ManagementProgressive Experience

Tech Stack

Tools & technologies

ERP

About the role

Key responsibilities & impact

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

What you’ll need

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

Comp & perks

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