Customer Success Manager

Job summary

Manage a portfolio of 30-40 client accounts as the primary point of contact to ensure service excellence and long-term satisfaction. Responsibilities include conducting business reviews, managing escalations, and identifying growth opportunities within existing accounts.

Job details

Customer Success Manager Our client is a third-party logistics (3PL) provider specializing in the healthcare and industrial chemical sectors. As they continue to grow, they are seeking a proactive and relationship-driven Customer Success Manager to join their team. They are looking for someone that has experience within the pharmaceutical industry. Position Overview: The Customer Success Manager will manage a portfolio of approximately 30–40 client accounts, serving as the primary point of contact to ensure service excellence, issue resolution, and long-term client satisfaction. This role is both strategic and hands-on, focused on strengthening relationships, managing escalations, identifying growth opportunities, and supporting operational excellence. Key Responsibilities Manage and nurture relationships across 30–40 customer accounts Serve as the primary escalation point for client concerns and service issues Proactively communicate with clients to ensure performance expectations are met or exceeded Conduct Quarterly Business Reviews (QBRs) and ongoing performance meetings Represent Our client at industry trade shows and client events Collaborate with operations, compliance, and leadership teams to ensure seamless service delivery Identify and help uncover additional sales or cross-sell opportunities within existing accounts Prepare reports, analyze KPIs, and maintain detailed spreadsheets with relevant customer and operational data Support continuous improvement initiatives and customer retention strategies Assist customers with escalations, information requests and provide ongoing support. Assist in worksheets for quoting. Pharmaceutical Industry awareness and trending focused on B2B interface. Identify, qualify, and build new business relationships with customers and prospects. Build a strong communication network with customers through phone, prompt email follow up and in person visits. Maintain CRM database of customers and prospects. Qualifications Experience within the logistics or 3PL industry is required Strong understanding of supply chain operations, preferably within healthcare or industrial chemical sectors Proven experience managing multiple client accounts simultaneously Experience handling escalations and resolving complex service challenges Strong analytical skills with the ability to manage and interpret data using spreadsheets Excellent communication and presentation skills Comfortable attending trade shows and traveling as required Valid passport required What We’re Looking For We are seeking someone who is: Relationship-driven and client-focused Organized and able to manage multiple priorities Comfortable working in regulated environments Commercially minded with the ability to identify growth opportunities Calm and solutions-oriented under pressure This role uses AI‑assisted tools to support initial screening.

What you’ll do

Manage a portfolio of 30-40 client accounts as the primary point of contact to ensure service excellence and long-term satisfaction. Responsibilities include conducting business reviews, managing escalations, and identifying growth opportunities within existing accounts.

Requirements

Requires experience in the logistics or 3PL industry, specifically within the healthcare or industrial chemical sectors. Candidates must possess strong analytical skills, a valid passport for travel, and a proven track record of managing multiple client accounts.

Listed skills

• CRM Management · Preferred
• Account Management · Preferred
• Data analysis · Preferred
• Client Relationship Management · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Account Management
• Client Relationship Management
• Escalation Management
• Quarterly Business Reviews
• KPI Analysis
• CRM Management
• Supply Chain Operations
• B2B Interface
• Cross-selling
• Pharmaceutical Logistics
• Data Analysis
• Presentation Skills

Job areas

• Logistics
• Customer Service & Support
• Sales
• Transportation
• Healthcare