Customer Success Manager

Pelican•Maple Grove, MN

21h•Remote

About The Position

The Customer Success Manager (CSM) serves as the key post-implementation liaison between Peli BioThermal and its global high impact customers. This role ensures a smooth internal and external transition from project implementation to steady-state operations, driving customer satisfaction, performance adherence, and program retention. Serve as the primary point of contact as customers transition from project implementation to steady-state operations.

Requirements

5+ years of experience in customer success, account management, or operations within the temperature-controlled packaging, logistics, or life sciences industry.
Strong understanding of cold chain logistics, service programs, and reusable asset management preferred
Excellent communication, presentation, and customer-facing skills.
Strong analytical ability to interpret performance data and identify trends.
Proficiency with CRM and service management tools (e.g., Salesforce, Power BI, ServiceNow).
Proficiency with SAP

Responsibilities

Serve as the primary point of contact as customers transition from project implementation to steady-state operations.
Conduct post-hypercare customer review meetings.
Partner with Implementation and Program Management teams to ensure seamless knowledge transfer and clear communication of contract scope, SLAs, and performance metrics
Monitor key account health through data dashboards, performance reports, and customer feedback, in conjunction with the Business Development Manager.
Analyze fleet utilization, lane performance, and return rate trends to identify improvement opportunities.
Collaborate with Operations, Quality, and Service Center, and management teams to resolve performance issues or nonconformances.
Recommend program enhancements
Act as the trusted advisor for assigned customers, ensuring their success and long-term retention.
Support Monthly or Quarterly business reviews
Serve as customer advocate internally, ensuring customer needs are represented in process, product, and service improvements.
Partner with Sales and Program Management to identify upsell or renewal opportunities.
Partner with Finance on revenue and operations forecast, as well as managing annual pricing updates
Coordinate with Quality and Regulatory teams to ensure ongoing compliance with GDP and industry standards.
Support the Voice of the Customer process by capturing and documenting insights for future product/service development.
Follows company policies and practices as outlined in the Employee Handbook, AWAIR and/or applicable employment agreement. Follows safety guidelines and procedures in accordance to the job.
Performs additional duties as assigned.

Benefits

Competitive paid time off plans/Holiday pay/extra vacation purchase opportunities
401k plan – with immediate match
Great Benefits – several options including Pet insurance for our animal lovers.
Health Savings Account Contribution
Wellness Discount Program
Global Mental Wellness Program
Quarterly Employee Celebration Days
Peer to Peer Recognition Program
Service Recognition Program
Amazing employee discount program on Pelican Products, Pelican branded apparel and gear
Employee referral program – get paid to work with your trusted network.