Customer Success Manager

Company Description

Life Science Outsourcing, Inc. (“LSO”) (www.lso-inc.com) is a contract manufacturing organization focused on assembly, packaging, sterilization, and packaging with over 25 years of experience. The Company serves orthopedic, cardiovascular, diagnostic, dental and a variety of other medical specialties. Our unique model is focused on in-house end-to-end portfolio processes and service offerings with deep regulatory knowledge. This provides the agility and flexibility that customers need to accelerate their go-to-market launches while standardizing their supply chain and mitigating risk. Clients rely on LSO to perform all activities required to introduce their products to market, from procurement to final packaging and shipping.

LSO’s is headquartered in Brea, CA (North Orange County). In January 2023, the Company added its east coast facility in Somersworth, New Hampshire (formerly J-Pac Medical).

We are currently seeking a self-motivated Customer Success Manager with positive, engagement and collaborative energy to join our team and support the continued growth of the New Hampshire Facility. The Customer Success Manager will be responsible for building and maintaining relationships with our most important clients.

Are you an energetic, motivated, and articulate team player who is passionate about account management and customer success?

If so, you might be the perfect candidate we are looking for!

Our ideal candidate is able to identify customer needs and passionate about exceeding client expectations.

We encourage you to submit a resume with salary requirements.

ESSENTIAL JOB DUTIES:
• Lead and manage an inside sales team focused on driving revenue from the existing install base
• Develop and implement sales strategies to grow install base revenue, focusing on customer retention and upsell opportunities.
• Oversee the order-to-cash process, ensuring timely and accurate order processing, invoicing, and payment collection.
• Manage order acknowledgments, ensuring clear communication with customers regarding order status and delivery timelines.
• Collaborate with customer support, service teams, and account managers to identify and pursue sales opportunities within the existing customer base.
• Monitor and analyze sales and operational metrics to optimize team performance and drive continuous improvement in both revenue growth and process efficiency.
• Ensure accurate and timely processing of sales orders, renewals, customer inquiries, and order fulfillment.
• Maintain strong relationships with key customers, ensuring high levels of satisfaction and addressing any order-related concerns or issues.
• Prepare and present regular reports on sales performance, operational efficiency, customer feedback, and market trends to senior leadership.
• Work closely with marketing to develop targeted campaigns and promotions to support sales efforts.
 

QUALIFICATIONS:
• Bachelor’s degree in Business, Sales, Marketing, or a related field.
• 5 years of experience in inside sales, sales operations, or account management, preferably in the life sciences contract manufacturing or automation industry.
• Proven experience in managing and growing revenue from an existing customer base.
• Strong understanding of the order-to-cash process, including order acknowledgment, invoicing, and payment collection.
• Strong leadership skills with experience in managing and developing sales teams.
• Excellent communication, organizational, and customer relationship management skills.
• Familiarity with CRM software, ERP systems, and sales analytics tools.
• Ability to work in a fast-paced environment and meet or exceed sales and operational targets

Nice to have:

• Solid understanding of technical processes related to contract manufacturing services to engage clients and close high-value deals.
• Selling customized product sales , tailoring solutions to meet client needs and specifications
• Capabilities to sell from design to industrialization
  Nice to have –  Sterilization, Packaging, Assembly and Kitting

Salary : $75,000 - $90,000