Customer Success Manager

What you'll do

• Act as the primary point of contact for all post-sale RMA activities and customer relationships.
• Track the status and physical location of units within ERP and PLM systems to ensure data accuracy.
• Provide proactive and transparent status updates to customers throughout the production, shipping, and return lifecycle.
• Coordinate with production, supply chain, and operations teams to resolve priority conflicts and align messaging.
• Forecast material needs and collaborate with the supply chain team to secure necessary kits and purchase orders.
• Oversee shipping and receiving activities to ensure units are tested, packaged, and dispatched on schedule.
• Identify systemic delays and recommend process improvements to improve on-time delivery rates.
• Issue detailed repair reports for customers and coordinate with the front office for invoicing and authorizations.

What we're looking for

• 3+ years of experience in production coordination, customer success, account management, or program coordination.
• Proven track record of managing and improving on-time delivery, RMA/returns, or service-level commitments.
• Experience navigating ERP and PLM systems such as Oracle, Odoo, Teamcenter, Forge, or equivalents.
• Strong customer-facing commercial experience with the ability to communicate complex details clearly to various stakeholders.
• Ability to coordinate cross-functionally with production, shipping/receiving, and supply chain teams.
• Familiarity with infrared imaging, detectors, or precision hardware (preferred).
• Familiarity with defense-industry compliance including DFARS, ITAR, and export control (preferred).
• Eligible to obtain and maintain an active U.S. Secret security clearance.