Customer Success Specialist

Forj Medical • Saint Paul, MN

4d

About The Position

The Customer Success Specialist serves as the primary point of contact for a defined portfolio of approximately 15 medical technology customer accounts. This role is responsible for managing day-to-day communication, coordinating order activities, aligning internal operations with client expectations, and delivering a world-class customer experience. Working closely with cross-functional teams—including project management, engineering, manufacturing, quality, and sales—the Customer Success Specialist supports the execution of product transfers, quoting and order processes, and ongoing production operations. This individual plays a key role in maintaining account health, ensuring fulfillment accuracy, identifying opportunities for account growth, and enhancing customer success tools and processes.

Requirements

• Bachelor’s degree in business, engineering, or a related field.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly to diverse audiences.
• Strong organizational skills and the ability to manage multiple priorities across several customer accounts.
• Demonstrated critical thinking, leadership, and sound decision-making capabilities.

Nice To Haves

• Experience in account management, customer success, client services, or sales, ideally in a manufacturing or technology environment.
• Exposure to Lean, Six Sigma, or other continuous improvement methodologies.
• Proven track record of delivering results with a high degree of urgency and customer focus.

Responsibilities

• Serve as the primary point of contact for assigned production customer accounts.
• Facilitate clear, timely, and professional communication between customers and internal teams to ensure alignment and transparency.
• Track and manage customer requests that fall outside standard workflows, including non-routine engineering or order-related needs.
• Lead internal weekly account review meetings and manage action items to ensure timely follow-through.
• Coordinate the quoting and order booking process, ensuring accuracy and on-time delivery.
• Maintain accountability across internal teams to meet customer requirements and expectations.
• Support the transfer of products from development or external sources into manufacturing, in collaboration with internal stakeholders.
• Monitor account-level metrics to ensure commercial performance and customer satisfaction.
• Identify and pursue potential growth or expansion opportunities within customer accounts.
• Review pricing and cost data to ensure financial health and adherence to profitability targets.
• Develop and maintain a master pricing list to ensure consistency and accuracy across accounts.
• Contribute to the evolution and implementation of customer success best practices across the organization.
• Monitor adherence to contract obligations, proactively identifying and resolving any issues.
• Drive continuous improvement in customer success processes, systems, and tool

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level