Customer Success Manager

About this role

We're Hiring: Customer Success Manager
Location
: Remote


Company
: Peli BioThermal


About Us
Peli BioThermal offers the widest range of temperature-controlled packaging and service solutions to the global life sciences industry. The company’s products ensure that delicate biological materials arrive intact and effective, despite exterior environments. Peli BioThermal is dedicated to developing innovative products designed to fulfil the complex needs of the global life sciences industry. The company’s customers benefit from its extensive expertise in ensuring that temperature stability is maintained throughout the distribution chain. The company also offers a complete portfolio of services and software to support end-to-end temperature-controlled packaging asset management.


At Peli BioThermal, your work has a real-world impact. You’ll be part of a team driven by innovation, craftsmanship, and the shared belief that when the mission is critical, failure isn’t an option. If you’re ready to build something that makes a difference, be part of a team that protects what matters most.


What You'll Do
The Customer Success Manager (CSM) serves as the key post-implementation liaison between Peli BioThermal and its global high impact customers. This role ensures a smooth internal and external transition from project implementation to steady-state operations, driving customer satisfaction, performance adherence, and program retention. Serve as the primary point of contact as customers transition from project implementation to steady-state operations.


Customer Onboarding And Transition

• Serve as the primary point of contact as customers transition from project implementation to steady-state operations.
• Conduct post-hypercare customer review meetings.
• Partner with Implementation and Program Management teams to ensure seamless knowledge transfer and clear communication of contract scope, SLAs, and performance metrics

**Moni...