Customer Success Manager

Job Description:

Customer Success Manager

Location: Charlottetown, PEI
Employment Type: Permanent, Full-Time
Reports To: Sr. Director Commercial
Salary Range: Compensation commensurate with education and experience

About Us

We provide full-service contract manufacturing, bottling, and packaging solutions for white-label gummy natural health products, supporting clients from concept through launch. Operating within a regulated manufacturing environment, we are committed to quality, compliance, and continuous improvement.

The Opportunity

The Customer Success Manager will serve as the strategic liaison between our internal teams and key customer accounts. This role requires a deep understanding of customer purchasing behavior, supply chain coordination, product lifecycles, and operational challenges. You will be responsible for ensuring that our customers’ experience is seamless from purchase order to product delivery—and beyond.

What Success Looks Like

• Strong customer relationships and account knowledge
• Accurate and timely order management
• Proactive communication with customers
• Quick and effective issue resolution
• Clear and consistent reporting
• Responsibilities

Customer Account Ownership

Maintain deep knowledge of customer account details, including contacts, preferences, business cycles, and industry-specific nuances.
Act as the go-to expert for all customer-specific SKUs, configurations, and order histories.
Understand customer goals, challenges and business drivers

Purchase Order (PO) & Fulfillment Oversight

Track and validate customer POs from entry to invoice.
Monitor order status, lead times, and fulfillment schedules.
Coordinate with internal teams to ensure timely and accurate deliveries.

Product Lifecycle & SKU Management

Stay informed on where customer products are in the product lifecycle (e.g., launch, active, EOL).
Proactively communicate product availability, changes, or phase-outs to customers.
Maintain complete and updated knowledge of all customer-related SKUs, including custom specs.

Customer Challenges & Issue Resolution

Serve as the first point of contact for operational or product issues.
Work cross-functionally with Sales, Supply Chain, Product, and Support teams to resolve customer challenges quickly and effectively.
Identify patterns or recurring customer issues and propose systemic solutions.

Reporting & Communication

Provide customers with regular updates on orders, lead times, and product availability.
Prepare and present customer-specific reports and dashboards, highlighting KPIs and fulfillment metrics.
Maintain meticulous documentation of all customer interactions and decisions.

Cross-Functional Collaboration

Collaborate with Sales on account strategy and forecasting.
Partner with Supply Chain/Logistics to anticipate potential delays or risks.
Work closely with Product teams to relay customer feedback and product performance insights.

Qualifications

Experience & Education

5+ years of experience in Customer Success, Operations, Supply Chain, or Account Management roles.
Degree or diploma from a recognized post-secondary institution
Experience in the food processing or pharmaceutical Industry is preferred

Technical Skills

Advanced Microsoft Office® product skills

Competencies

Excellent communication and interpersonal skills.
Highly detail-oriented with excellent problem-solving skills.
Ability to collaborate internally with multiple stakeholders, remote, cross-functional teams, and externally with partners

Our Commitment to Inclusive Hiring

We are committed to building an inclusive and accessible workplace. We welcome applications from individuals of all backgrounds and experiences. Accommodations are available throughout the recruitment process upon request.

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