Customer Success Specialist
Employment Information
Report this job
Job expired or something wrong with this job?
Job Description
Customer Success Specialist acting as primary liaison for customers at POMS Corporation. Building relationships with stakeholders to drive software adoption and satisfaction.
Responsibilities:
- Serve as the primary point of contact and trusted advisor for assigned accounts, building relationships with end users, plant operations, IT, and executive stakeholders.
- Partner with Sales, Services, Product and Support to develop and maintain comprehensive account plans that map customer business goals, technical landscapes, key stakeholders, and expansion opportunities.
- Develop success plans and ROI analysis to help drive product adoption, and alignment of our MES solutions with customers’ manufacturing objectives and processes.
- Proactively identify and qualify expansion opportunities at existing sites – including additional lines, products, or modules – partnering with Sales teams to drive revenue growth.
- Lead monthly check-ins and periodic business reviews with assigned accounts to highlight ROI, provide optimization insights, and ensure our continuous alignment with customer goals.
- Monitor engagement and satisfaction to identify early attrition risks; lead “Get Well Plans” and cross-functional efforts (Product, Engineering, Support, Professional Services) to resolve friction.
- Design and execute NPS surveys, Health Checks, and Customer Spotlights to understand customer needs, and advocate for these internally to influence product enhancements and roadmap decisions.
- Act as the strategic lead for escalations; partner with Support to prioritize backlogs, provide guidance on high-impact tickets, and ensure timely, technical resolutions. Occasionally take lead on select tickets.
- Collaborate with marketing on customer-facing webinars/events, and develop resources (FAQs, best practices, onboarding guides) to cultivate a community of power users and internal SMEs.
- Partner with Support, Product Management, Engineering, Training, and Sales to resolve issues and share customer feedback.
Requirements:
- 5+ years managing client relationships
- Strong experience in FDA regulated Life Sciences, Biotech, and Pharma Manufacturing
- Familiarity with digital manufacturing platforms (MES, ERP, LIMS, QMS, or similar), integrations, and infrastructure architectures
- Strong interpersonal skills with the ability to build trust and influence without authority.
- Excellent communication skills — both written and verbal — with the ability to adapt to technical and business audiences.
- Proven problem-solver with strong organizational and multitasking abilities.
- Comfort working with software tools including CRM systems, help desk platforms, and analytics dashboards.
- Ability to translate customer needs into actionable insights for internal teams.
- Customer-centric mindset with a passion for helping organizations succeed.
- Bachelor’s degree in business, technology, or related field (or equivalent experience).
Benefits:
- Full time employees will also be eligible for enrollment in a wide range of choices of benefits , including medical, dental, vision, basic life insurance, short/long term disability, 401(k) participation (with company match).
- The Company provides a minimum of 10 days of vacation for new employees , sick time based on state requirements, 8 Company-paid holidays and 2 personal holidays per year.
- This role will also be eligible for participation in a Company profit sharing bonus plan. Plan details will be provided to you upon hire.
Similar Jobs
Client Experience Specialist – Wealth Management, Private Client
Client Experience Specialist responsible for delivering client services in Wealth Management. Collaborate with advisory teams to enhance client relationships and optimize financial planning opportunities.
Technical Success Manager
Technical Success Manager managing mid-tier accounts for OutSystems' AI Development Platform. Guide client development teams to adopt and utilize agentic systems effectively.
Manager, Customer Success – ENT/Ophth
Manager, Customer Success focused on driving customer adoption at ModMed. Collaborating with leadership to establish strategic plans in a fast-paced Healthcare IT company.
Manager, Customer Success – Orthopedics
Manager, Customer Success leading a team in enhancing client engagement and driving adoption for ModMed's Orthopedic solutions. Focusing on customer satisfaction and strategic planning to meet business objectives.
Customer Success Manager
Manager, Customer Success at ModMed focusing on adoption and customer experience for key accounts in a healthcare IT company.
Customer Success Associate III
Customer Success Associate providing support for Rackspace Technology's multicloud solutions. Working alongside customers to resolve issues and support their business objectives.
Customer Success Manager
Customer Success Manager guiding customers through adoption and success of billing software at Kansys. Collaborating with teams to ensure exceptional service delivery and identifying service improvement opportunities.
Customer Success Manager, SaaS, Higher Ed
Customer Success Manager managing relationships with university clients in Higher Education. Focused on retention and growth while ensuring customer satisfaction for Gecko's SaaS platform.
Customer Success Manager, SaaS, Higher Ed
Customer Success Manager enhancing university engagement through strong relationships. Focused on retention and growth within a fully remote team.
Customer Success Manager
Customer Success Manager enhancing customer adoption and retention across PMS solutions at Henry Schein. Leading strategic reviews and monitoring customer health for value realization.
Client Success Manager
Client Success Manager acting as the main contact for clients of a digital marketing agency. Ensuring clear communication, performance management, and growth opportunities within client relationships.
Junior Customer Success Associate
Entry-level Customer Success Associate at Meera AI assisting with customer onboarding and engagement. Collaborating closely with Senior CSMs to manage accounts and enhance customer experience.
Customer Success Manager
Customer Success Manager for a fast-growing digital marketing agency managing client relationships and driving campaign performance.
Lead Customer Success Manager – CCaaS
Lead Customer Success Manager enhancing customer experiences at Sprinklr. Engaging across stakeholders to ensure product adoption and organizational impact.
Associate Customer Success Manager, FNSS
Associate Customer Success Manager at Flashpoint supporting customer intelligence needs and building customer relationships. Delivering strategic assistance and operational support for complex mission requirements.
Customer Success
Customer Success Manager at Cherry developing partner practice relationships and leveraging data for growth. Focusing on customer experience and technology in a remote work environment.
Inbox & CRM Coordinator – Lending Operations
Inbox & CRM Coordinator monitoring lender communications and managing CRM in fast-moving merchant cash advance operations. Ideal for organized individuals with MCA experience in a remote setup.
Customer Success Manager
Customer Success Manager responsible for enhancing customer experience and retention for SMB clients at Dodge. Engaging clients through onboarding, training, and support.
Client Success Manager
Client Success Manager at AOA building client relationships and ensuring satisfaction in digital design projects. Focusing on high-touch communication and leveraging AI systems for efficiency.
CRM Specialist
CRM Specialist at Air Apps managing CRM systems and email marketing campaigns. Enhancing customer engagement through automation and data-driven strategies.