Customer Success Operations Manager, Customer Digital Products

Merck•Burlington, MA

About The Position

Help customers realize more value from the digital products shaping the future of Process Solutions. As Customer Success Operations Manager within the Customer Digital Products (CDP) organization, you will partner with senior customer success and commercial colleagues to strengthen customer engagement, support growth, and turn customer insight into measurable business impact.

Requirements

Bachelor’s degree in business management, marketing, engineering, biotechnology, or a related discipline.
3+ years of experience in a B2B environment, ideally spanning customer success, sales, product or business management, strategic planning, or commercial execution in a digital space.

Nice To Haves

Experience with opportunity tracking and CRM/SFDC.
Strong communication, business acumen, organization, influencing, and project leadership skills.
Comfort working with data, analytics tools, and cross-functional teams in a multicultural, matrix organization.
A growth mindset and the ability to turn insight into action.
Experience with digital-service business and go-to-market models is an advantage.

Responsibilities

Support go-to-market and commercial activities, including pipeline tracking, customer outreach preparation, and follow-up coordination.
Help grow and retain the CDP customer base through direct and indirect customer engagement.
Capture the Voice of Customer, value narratives, success rates, and Voice of Sales insights to enable evidence-based selling.
Explore data to identify compelling stories, expand impact measurement, and own customer success dashboards.
Improve and document operational workflows for commercial teams and the wider CDP organization.
Lead customer success and value-realization projects assigned by CDP leadership.
Coordinate internal communications and support external communications when needed.