Customer Success Manager/Project Manager

Customer Success Manager (CSM) / Project Manager

Job description:

The Customer Success Manager (CSM) / Project Manager is responsible for building strong relationships with clients and ensuring their success while expertly managing manufacturing projects from booking to invoice. This role serves as the primary client liaison, addressing needs and identifying opportunities for growth and process improvement. In parallel, the CSM/Project Manager leads cross-functional coordination, working closely with operations, engineering, and finance teams to align on project timelines, resolve roadblocks, and maintain clear communication. The ideal candidate combines strategic customer advocacy with strong project management and internal leadership skills to ensure projects are delivered on time, within budget, and exceed client expectations.

Responsibilities:

• Client Relationship Management:

Build and maintain long-term partnerships with clients by understanding their goals, providing consistent support, and acting as a trusted advisor throughout the customer lifecycle.

• Project Planning & Execution:

Lead and oversee multiple manufacturing projects from initiation through completion. Align internal stakeholders on scope, timeline, and resource requirements to ensure projects are delivered on time and within budget.

• Cross-Functional Collaboration:

Coordinate with internal teamsincluding operations, engineering, finance, and logisticsto ensure project milestones are met, client expectations are clearly communicated, and deliverables align with both customer and company standards.

• Customer Advocacy:

Act as a customer advocate within the organization, relaying feedback, identifying opportunities for improvement, and working closely with internal teams.

• Problem Solving:

Track and review ongoing task list with customer and internal stakeholders. Employ a continual improvement methodology to ensure process gaps are addressed.

• Escalation Management:

Address and resolve client issues quickly and effectively, ensuring high levels of customer satisfaction and retention.

• Inventory Management:

Assist in managing customer owned inventory that is stored at on-site or off-site storage facilities.

Required Skills:

• Bachelors degree in Business Administration, Project Management, Engineering, Supply Chain, or a related field.

(Equivalent work experience may be considered in lieu of a degree.)

• 1-3 years of experience in a customer-facing role such as Customer Success, Account Management, or Client Servicespreferably within a manufacturing, logistics, or technical environment.
• Experience working in a fast-paced, matrixed organization, balancing internal coordination and customer needs.

Familiarity with ERP systems, inventory management tools, or CRM platforms (e.g., Salesforce, HubSpot) is highly desirable.

Desired Skills:

• Excellent Communication:

Strong verbal and written communication skills to effectively interact with customers and internal teams.

• Relationship Building:

Proven ability to build, manage, and nurture long-term client relationships.

• Analytical Thinking:

Proficiency in using data and metrics to monitor customer health and drive decision-making.

• Problem-Solving:

Ability to quickly diagnose issues, propose solutions, and coordinate resources for resolution.

• Technical Proficiency:

Technology background preferred in a technical support role.

• Time Management:

Strong organizational skills with the capability to manage multiple accounts and prioritize tasks effectively.

• Customer-Centric Mindset:

A passion for customer success, with a proactive approach to meeting client needs and exceeding expectations.

• Experience:

Previous experience in customer success, account management, or a related field is preferred.

Travel:

• Overnight travel (less than 10%)

Physical Demands:

The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Sitting, walking, standing.

• Exposure to excessive noise in production/warehouse area
• Standing and sitting for a duration of 8 hours.

Compensation Range: $75k-82k. Exempt role. Salary may vary based on experience.

Benefits: KIOSK values its employees by supporting them with a full benefits package including:

• Medical (3 plans to choose from) *one plan 100% employer paid
• Dental (Employer paid for EE only coverage)
• Vision (Employer paid for EE only coverage)
• Life Insurance (2x's base salary Employer paid)
• Short and long term disability insurance (Employer paid)
• FSA / Dependent Care FSA / Health Savings Account with Company Contributions
• 401(k) match with immediate vesting
• Employee Assistance Program
• Paid Time Off
• 10 Paid Holidays per calendar year

Kiosk Information Systems, Inc., is proud to be an equal opportunity workplace. All qualified applicants will receive consideration for employment without regard to and will not be discriminated against based upon race, color, religion, national origin, gender, sexual orientation, gender identity, age, physical or mental disability, genetic information, military or veteran status or other characteristics protected by law. Applicants must be authorized to work for any employer to work in US. We are unable to sponsor or take over sponsorship of an employment Visa at this time.