[Hiring] Manager, Customer Success & Operations @Diagnostica Stago

Role Description

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.

Qualifications

• Bachelor's degree in Business Administration, Supply Chain, Finance, Healthcare Administration, Operations Management, or related discipline required.
• Minimum 7 years of progressive experience in Customer Success, Commercial Operations, Sales Operations, Customer Service, Supply Chain, Account Management, or a related function required.
• Minimum 3 years of people leadership experience or demonstrated leadership of complex teams and projects required.
• Healthcare, medical device, diagnostics, life sciences, or another regulated industry experience strongly preferred.
• Experience supporting hospitals, IDNs, distributors, or complex B2B customer organizations preferred.
• Demonstrated experience managing complex customer-facing operational processes and cross-functional projects.
• Experience with ERP and CRM systems strongly preferred.
• Experience with pricing, order management, accounts receivable, contracts, customer master data, forecasting, or demand planning strongly preferred.
• Travel up to 25% of the time including international travel.

Requirements

• 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.
• 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.
• 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.
• 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.
• 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.
• 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.
• 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 process gaps.
• Translate customer and operational insights into actionable recommendations for Sales, Supply Chain, Finance, Marketing, and management.
• Lead initiatives to simplify workflows, strengthen controls, improve systems, and reduce friction through process standardization, automation, and continuous improvement.
• Promote a culture of continuous improvement in which employees are expected to identify problems, recommend solutions, and take appropriate initiative.
• Recruit, onboard, coach, develop, and retain a high-performing Customer Success & Operations team.
• Establish clear individual performance expectations aligned with customer outcomes and business performance.
• Conduct regular one-on-one meetings, coaching conversations, performance reviews, and development planning.
• Develop team capabilities in customer communication, relationship management, ERP proficiency, project management, analytics, financial acumen, problem solving, and commercial awareness.
• Coach employees to confidently navigate complex customer conversations involving shortages, pricing, accounts receivable, sequestering, standing orders, and other operational challenges.
• Create an environment in which employees are empowered to solve problems while understanding appropriate decision rights and escalation requirements.
• Hold employees accountable for accuracy, responsiveness, communication, ownership, and follow-through.
• Build cross-training, development, and succession plans to reduce key-person dependencies and create career progression within the function.
• Recognize strong performance while addressing performance gaps promptly and constructively.
• Reinforce the expectation that the team's responsibility does not end when a transaction is processed or an internal task is completed; success requires confirmation that the customer's need has been addressed and the loop has been closed.

Benefits

• Extensive benefit and compensation package including medical, dental, vision, FSA, 401k, PTO, life and disability insurance, and a comprehensive leave program.
• Pay anticipated for this position in New Jersey is from $100,000 to $130,000 per year, depending on a number of factors.
• This role is also anticipated to be eligible to participate in a bonus plan associated with this position.
• In the ordinary course of business, compensation and benefits programs may change based upon the Company’s needs.