Customer Success Manager

About Innovative LabsWe are a leading maker of liquid dietary supplements, known for our innovation, strong R&D, and focus on quality. With our in-house team, we create custom liquid products for top wellness, nutraceutical, and food brands. At Innovative Labs, we believe in teamwork and creativity. For over 15 years, we've helped brands bring new ideas to life with high-quality liquids, gels, purees, pastes, oils, and emulsions. Our modern facilities and dedicated team work together to make products that matter. Here, you'll grow, learn, and be part of a team that's always improving and moving forward. Why You'll Love Working HereYour Work Matters: Support the Brands People Use Every Day Collaborate & Create: Join a team that values fresh ideas, open communication, and teamwork Grow Your Career: We encourage curiosity, learning, and stepping up to new challenges Supportive Culture: Thrive in a workplace that values your contributions and well-being About the JobThe Customer Success Manager is responsible for leading customer-facing operational support and project coordination within the Sales organization at Innovative Labs. This role bridges the gap between customers, Account Managers, and internal teams to ensure accurate order management, timely project execution, and a seamless customer experience. This role directly manages the Customer Success Associate team, ensuring consistent processes, accurate order handling, and responsive customer communication. The Customer Service Manager also oversees operational projects such as new product launches, artwork transitions, packaging changes, and specification updates-driving projects to completion and proactively addressing risks to timelines or quality. What You'll DoCustomer Account Management Lead and support recurring customer operational meetings covering open orders, inventory levels, production schedules, and shipment status Provide proactive updates on order status, production timelines, and shipment schedules Team Leadership Lead, mentor, and manage Customer Success Associates across workload, performance, and professional development Serve as the escalation point for complex order or customer service issues Drive continuous improvement initiatives within the Customer Success team Order Management Oversee PO entry, tracking, and execution within the ERP system Monitor order flow from entry through production and shipment; coordinate cross-functional teams to support on-time delivery Escalate potential delays or supply risks to Account Managers or leadership proactively Reporting & Customer Visibility Oversee preparation and distribution of weekly Open Order Reports (OOR) and Open Inventory Reports Ensure operational reporting is accurate, timely, and actionable for customers and Account Managers Project Management Lead execution of customer projects: new product launches, packaging/artwork transitions, specification updates, and reformulations Develop and track project timelines and milestones; communicate progress, risks, and resolutions to stakeholders Artwork, Specifications & Documentation Serve as the operational point of contact for artwork management per Label SOPs Coordinate artwork revisions, approvals, and transitions, including obsolete-to-new material communication Partner with Quality and Document Control to maintain current customer specifications Cross-Functional Coordination & Issue Management Collaborate with Operations, Production, Quality, Scheduling, Purchasing, and Logistics to address customer needs Support investigation and resolution of operational issues; assist with CAPA coordination with Quality, Brand Management, and customers Other related duties as assigned Experience and Education5+ years of experience in Customer Success, Customer Service, Customer Operations, or Project Management Previous team leadership or supervisory experience preferred Experience in manufacturing, supply chain, or contract manufacturing environments preferred Associate's or Bachelor's degree in Business, Supply Chain, Operations, or related field preferred What Makes You a Great FitExcellent written and verbal communication Strong organizational and project management skills High attention to detail and accuracy Ability to manage multiple customer programs and priorities simultaneously Proficiency in Microsoft Outlook, Word, and Excel; experience with ERP systems preferred Experience with project management software (Monday.com, Smartsheet, Wrike, or similar) Strong leadership and team management abilities The Perks of Joining Our TeamComprehensive health, dental, and vision coverage-plus a few weeks of paid parental leave when it matters most. Paid time off and holidays to help you unwind and recharge Real opportunities to grow your skills and make an impact as we evolve A collaborative team that's adaptable, supportive, and driven to succeed together A 401(k) retirement plan with company contributions to help you build your future. Ready to innovate with us?Apply now and let's build the future together!