Manager, Customer Success & Operations

Stago is hiring a Manager, Customer Success & Operations to lead its operational customer experience from onboarding and account setup through ongoing service and order fulfillment. The role develops the customer success strategy, improves cross-functional execution and operational processes, and leads a team focused on customer outcomes.

Responsibilities:

• 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

Requirements:

• 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
• Demonstrated experience managing complex customer-facing operational processes and cross functional projects
• Healthcare, medical device, diagnostics, life sciences, or another regulated industry experience strongly preferred
• Experience supporting hospitals, IDNs, distributors, or complex B2B customer organizations preferred
• 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