Manager, Customer Success & Operations

About this role

The ideal candidate will be located in the Eastern or Central time zones.
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. This role owns the strategy and execution of Stago's operational customer success model, ensuring customers experience proactive communication, reliable execution, rapid issue resolution, and a consistent sense of partnership throughout their relationship with Stago. The Manager is responsible for evolving the team beyond transactional customer support into a proactive customer success organization that understands its customers, anticipates their needs, identifies risks before they become escalations, and uses data and customer insights to continuously improve the experience. Serving as a critical connector between customers and Sales, Supply Chain, Finance, Applications Support, Marketing, and other functions, the Manager identifies and removes friction across the customer journey while ensuring clear accountability for customer outcomes.
Success requires a leader who combines customer advocacy, operational discipline, analytical thinking, people leadership, and commercial awareness while building a team that takes ownership not simply for completing transactions, but for helping customers succeed.
Essential Duties and Responsibilities:
Customer Success Strategy & Account Health
• Develop and implement Stago's operational Customer Success strategy, establishing proactive engagement standards, customer segmentation, and differentiated service approaches based on customer needs and complexity.
• Establish customer health indicators using operational, financial, supply, satisfaction, and engagement data to identify emerging risks and opportunities.
• Develop processes for proactively engaging at-risk customers and coordinating corrective action with Sales and other stakeholders to protect customer satisfaction and retention.
• Ensure the team understands assigned customers, including account structures, ordering patterns, operational requirements, contracts, and potential service risks.
Customer Lifecycle & Relationship Management
• Oversee the operational customer experience from onboarding through ongoing account management, ensuring clear ownership, responsiveness, and consistent execution.
• Establish expectations for proactive communication, issue resolution, escalation management, and follow-through on customer commitments.
• Ensure complex customer concerns are resolved with urgency, transparency, and accountability while maintaining customer confidence and trust.
• Identify opportunities to simplify the customer journey, reduce operational friction, and improve the ease of doing business with Stago.
Commercial Operations & Revenue Enablement
• Partner with Sales to support effective commercial execution, customer onboarding, strategic account initiatives, and operational requirements for complex customer organizations.
• Oversee processes supporting quotation preparation, account setup, pricing implementation, contract administration, standing orders, and customer account maintenance.
• Ensure customer insights, purchasing trends, potential sales opportunities, and retention risks are identified and communicated to the appropriate Sales stakeholders.
• Maintain clear accountability between Sales ownership of commercial strategy and customer relationships and Customer
Success & Operations ownership of operational execution and customer experience.
Pricing, Order Management & ERP Governance
• Oversee accurate and timely customer order processing, standing orders, releases, returns, credits, and related ERP transactions.
• Ensure approved customer pricing, contract terms, customer master data, and delivery requirements are accurately maintained within applicable systems.
• Establish appropriate 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.
Accounts Receivable & Financial Stewardship
• Partner with Finance and Sales to support accounts receivable performance, proactively address aging balances, 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 issues contributing to delayed payments.
• Monitor customer payment trends and escalate material financial or customer risks appropriately.
• Identify recurring operational root causes of payment delays and implement process improvements to reduce preventable issues.
Supply, Inventory & Demand Coordination
• Partner with Supply Chain, Marketing, and Sales to align customer ordering patterns, standing orders, demand forecasts, and product availability.
• Establish consistent processes for communicating 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 appropriate stakeholders to minimize supply disruptions and protect customer continuity.
Data Analytics & Continuous Improvement
• Establish and monitor KPIs related to 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…