Customer Success Manager

Customer Success Manager

Health & Beauty Manufacturing (HBM)
• St. Petersburg, FL
• On‑site

The Customer Success Manager leads the Account Management function, elevating the customer experience, ensuring every partner interaction reflects HBM’s operational excellence. This role develops Account Managers, drives customer retention and growth, and serves as the connective thread between customers and internal teams.

• Lead & Develop the Account Management Team
  • Coach, mentor, and support Account Managers to ensure consistent standards and strong performance
  • Oversee workload balancing, communication quality, and customer health across all accounts
• Own the Total Customer Experience
  • Oversee the full customer lifecycle from onboarding through renewal
  • Serve as the primary escalation point for customer concerns
  • Ensure a seamless and consistent “HBM experience” across all communication touchpoints
• Strategic Customer Communication
  • Maintain strong relationships with customers
  • Ensure customers always understand project status, timelines, and next steps
  • Conduct structured check‑ins, QBRs, and feedback loops to maintain alignment and momentum
• Reduce Churn & Drive Growth
  • Identify early signs of risk and implement corrective action plans
  • Spot upsell, cross‑sell, and expansion opportunities within existing accounts
  • Monitor customer health metrics and steer improvements to strengthen retention
• Internal Alignment & Collaboration
  • Partner with Operations, Quality, Supply Chain, and R&D to ensure flawless execution
  • Equip Account Managers with timely information, tools, and cross‑functional support
  • Bring customer insights and feedback back into the business to inform continuous improvement

• Account Management team is consistent, confident, and high‑performing
• Customers feel supported, informed, and loyal
• Churn remains low and satisfaction remains high
• Growth opportunities within accounts are identified and captured
• Communication is proactive, polished, and aligned with HBM’s brand and standards

• 5+ years of B2B sales experience (CDMO strongly preferred)
• Experience coaching or managing a team
• Strong understanding of supplements and/or skincare and manufacturing (CDMO strongly preferred)
• Excellent communication skills and executive presence
• Highly organized, structured, and process‑driven

Mid‑Senior level

Full‑time

Pharmaceutical Manufacturing

Email your resume directly to the hiring manager (contact details not provided).