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

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.

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