Manager I, Customer Service

Resonant•Leesburg, VA

About The Position

The Manager, Customer Success is a people-first leader responsible for the end-to-end customer experience across an assigned portfolio of accounts and for building, coaching, and developing a team of Project Managers and Project Support staff. The role establishes consistent Customer Success practices by documenting informal processes, leading organization-wide process improvements, clarifying roles and responsibilities, and promoting global adoption of effective practices. The Manager partners with Business Development, Operations, and business unit leadership to protect customer satisfaction and retention, support account growth, and identify cross-selling opportunities. The position oversees customer relationships and account health, resolves issues, conducts account reviews, and ensures contractual obligations, service levels, and project launch timelines are met. It leads team performance and development, balances workload and capacity, and supports recruiting, onboarding, and disciplinary processes as needed. The role also supports project handoffs, financial analysis and budgeting discussions, new service offerings, KPI reporting, operational records, and process and quality compliance. Work is typically performed in an office environment, with possible exposure to warehouse, laboratory, or clinical operations settings during site visits, audits, or operational reviews. The role involves frequent competing deadlines, independent judgment, and some domestic and/or international travel. Work is primarily sedentary, with occasional walking, standing, or light lifting and carrying.

Requirements

Bachelor's degree required; a master's degree is preferred. Ten or more years of equivalent professional experience may be considered in lieu of a degree.
At least 6 years of experience in project management, customer success, account management, or customer service; experience in clinical services, life sciences, or a similarly regulated environment is ideal.
At least 5 years of direct experience leading, coaching, or mentoring a team, including managing performance and clarifying role expectations.
Demonstrated experience designing, documenting, or improving business processes.
Exceptional leadership presence and ability to inspire accountability, collaboration, and a service-first mindset.
Strong emotional intelligence and coaching skills, including the ability to have direct, constructive conversations about role scope, performance, and expectations.
Highly developed written and verbal communication skills and comprehensive command of professional business English.
Ability to build credibility and rapport with customers, peers, and senior leadership across business units and geographies.
Sound judgment, discretion, and confidence making and defending decisions independently.
Proven ability to identify, design, and lead process improvement initiatives from concept through adoption at scale.
Strong documentation skills, including translating informal practices into clear, repeatable, globally usable materials.
Ability to evaluate practices used in one business unit and adapt them for adoption across others.
Strong organizational and time-management skills, including prioritizing across multiple accounts, teams, and initiatives.
Working knowledge of Microsoft Office Suite (Excel, Word, PowerPoint, Outlook) and CRM or production systems.
Ability to interpret KPI and performance data to inform staffing, process, and account decisions.
Understanding of applicable regulatory and quality requirements, including US and international regulations, SOPs, and quality control practices.

Nice To Haves

Master's degree.
Experience in a clinical services, life sciences, or similarly regulated environment.
Experience supporting or partnering with Business Development on account growth, renewals, or cross-selling.

Responsibilities

Serve as escalation point and trusted advisor for an assigned portfolio of customer accounts, building long-term relationships through responsiveness and follow-through.
Own customer satisfaction, retention, and account health; identify risks proactively and lead issue resolution before escalation.
Conduct periodic account reviews, such as QBRs, to strengthen relationships and identify opportunities for expanded services.
Ensure contractual obligations, service levels, and project launch timelines are met.
Educate customers about the organization's capabilities and identify and route cross-selling opportunities to Business Development.
Lead, mentor, and develop Project Managers and Project Support staff, fostering accountability, collaboration, and continuous improvement.
Set objectives and expectations for direct reports and maintain ongoing conversations to clarify roles and responsibilities as work evolves.
Address scope creep and under-delivery to maintain clear accountability and balanced workloads.
Provide coaching, feedback, and performance evaluations; support recruiting, onboarding, and disciplinary processes as needed.
Model and reinforce professional communication, sound judgment, and a customer-centric mindset.
Plan and manage organizational resources, capacity, and team capability to support complex implementations and customer experience.
Identify and lead Customer Success process improvement initiatives, measuring their impact.
Document informal or undocumented processes and procedures to create repeatable team practices.
Promote adoption of business-unit best practices across the broader global Customer Success organization, adapting for local needs where necessary.
Partner across business units to reduce duplicated effort and provide a more consistent global customer experience.
Review and update SOPs and workflows as business and customer expectations evolve; foster continuous improvement.
Partner with Business Development on project handoffs, including resourcing and service launch.
Support financial analysis and budgeting discussions with Business Development and Operations.
Support development of new business offerings to meet customer expectations.
Prepare and present KPI reports assessing team and account performance against customer expectations and internal goals.
Review account workloads and adjust resourcing for current and upcoming project support needs.
Maintain accurate customer and project activity records in CRM or production systems.
Perform other duties as assigned by Customer Success leadership.