Manager, Customer Success & Operations

Diagnostica Stago•Virtual, NJ

12h

About The Position

The Manager, Customer Success & Operations leads the team responsible for delivering an exceptional customer experience throughout the operational customer lifecycle, from quotation and account setup through order fulfillment, pricing, standing orders, accounts receivable support, supply management, and ongoing customer engagement. The role owns the strategy and execution of Stago's operational customer success model, ensuring proactive communication, reliable execution, rapid issue resolution, and a consistent sense of partnership throughout customers' relationships with Stago. The Manager is responsible for evolving the team beyond transactional customer support into a proactive customer success organization that understands customers, anticipates their needs, identifies risks before they become escalations, and uses data and customer insights to continuously improve the experience. The role connects customers with Sales, Supply Chain, Finance, Applications Support, Marketing, and other functions, identifying and removing friction across the customer journey while ensuring clear accountability for customer outcomes. Success requires customer advocacy, operational discipline, analytical thinking, people leadership, and commercial awareness. The position is expected to be located in the Eastern or Central time zones and requires travel up to 25% of the time, including international travel. Physical demands are described as representative of those needed to perform the essential functions; reasonable accommodations may be made for individuals with disabilities.

Requirements

Bachelor's degree in Business Administration, Supply Chain, Finance, Healthcare Administration, Operations Management, or a related discipline.
At least 7 years of progressive experience in Customer Success, Commercial Operations, Sales Operations, Customer Service, Supply Chain, Account Management, or a related function.
At least 3 years of people leadership experience or demonstrated leadership of complex teams and projects.
Demonstrated experience managing complex customer-facing operational processes and cross-functional projects.
Ability to travel up to 25% of the time, including internationally.

Nice To Haves

Experience in healthcare, medical devices, diagnostics, life sciences, or another regulated industry.
Experience supporting hospitals, IDNs, distributors, or complex B2B customer organizations.
Experience with ERP and CRM systems.
Experience with pricing, order management, accounts receivable, contracts, customer master data, forecasting, or demand planning.

Responsibilities

Develop and implement Stago's operational Customer Success strategy, including proactive engagement standards, customer segmentation, and differentiated service approaches.
Establish customer health indicators using operational, financial, supply, satisfaction, and engagement data to identify risks and opportunities.
Develop proactive engagement and corrective-action processes for at-risk customers in coordination with Sales and other stakeholders.
Ensure the team understands assigned customers, account structures, ordering patterns, operational requirements, contracts, and potential service risks.
Oversee the operational customer experience from onboarding through ongoing account management, ensuring clear ownership, responsiveness, and consistent execution.
Set expectations for proactive communication, issue resolution, escalation management, and follow-through on customer commitments.
Ensure complex customer concerns are resolved urgently, transparently, and accountably while maintaining customer confidence and trust.
Identify opportunities to simplify the customer journey, reduce operational friction, and improve ease of doing business with Stago.
Partner with Sales on commercial execution, customer onboarding, strategic account initiatives, and operational requirements for complex customer organizations.
Oversee quotation preparation, account setup, pricing implementation, contract administration, standing orders, and customer account maintenance.
Identify customer insights, purchasing trends, potential sales opportunities, and retention risks and communicate them to appropriate Sales stakeholders.
Maintain accountability between Sales ownership of commercial strategy and customer relationships and Customer Success & Operations ownership of operational execution and customer experience.
Oversee accurate and timely processing of customer orders, standing orders, releases, returns, credits, and related ERP transactions.
Ensure approved pricing, contract terms, customer master data, and delivery requirements are accurately maintained in applicable systems.
Establish controls and audits to identify and reduce pricing discrepancies, order errors, preventable credits, rebills, and other operational issues.
Partner with Finance, Sales, IT, and other stakeholders to resolve system or process issues and improve data integrity, automation, and operational efficiency.
Partner with Finance and Sales to support accounts receivable performance, address aging balances proactively, and improve resolution of customer payment issues.
Ensure the team identifies and helps resolve billing discrepancies, missing purchase orders, pricing errors, deductions, credits, and other causes of delayed payments.
Monitor customer payment trends and escalate material financial or customer risks appropriately.
Identify recurring operational causes of payment delays and implement process improvements to reduce preventable issues.
Partner with Supply Chain, Marketing, and Sales to align customer ordering patterns, standing orders, demand forecasts, and product availability.
Establish processes to communicate shortages, backorders, allocations, product transitions, and recovery plans to affected customers.
Oversee customer-facing implementation of sequestering and allocation policies, ensuring fair, accurate, and transparent execution.
Identify significant changes in customer demand and coordinate with stakeholders to minimize supply disruptions and protect customer continuity.
Establish and monitor KPIs for customer satisfaction, responsiveness, order accuracy, pricing accuracy, issue resolution, customer health, and operational efficiency.
Analyze customer ordering trends, account activity, payment patterns, service issues, and operational data to identify risks, opportunities, and recurring process gaps.
Translate customer and operational insights into actionable recommendations for Sales, Supply Chain, Finance, Marketing, and management.
Lead initiatives to simplify workflows, strengthen controls, improve systems, and reduce friction through process standardization, automation, and continuous improvement.
Promote a culture in which employees identify problems, recommend solutions, and take appropriate initiative.
Recruit, onboard, coach, develop, and retain a high-performing Customer Success & Operations team.
Establish individual performance expectations aligned with customer outcomes and business performance.
Conduct regular one-on-one meetings, coaching conversations, performance reviews, and development planning.
Develop team capabilities in customer communication, relationship management, ERP proficiency, project management, analytics, financial acumen, problem solving, and commercial awareness.
Coach employees through complex customer conversations involving shortages, pricing, accounts receivable, sequestering, standing orders, and other operational challenges.
Empower employees to solve problems while clarifying decision rights and escalation requirements.
Hold employees accountable for accuracy, responsiveness, communication, ownership, and follow-through.
Build cross-training, development, and succession plans to reduce key-person dependencies and create career progression within the function.
Recognize strong performance and address performance gaps promptly and constructively.
Reinforce that the team's responsibility continues beyond transaction processing or task completion, including confirming the customer's need has been addressed and closing the loop.