Customer Success Manager

About the Company

GummyWorks operates in the supplement manufacturing space, focusing on safe, high-quality products and dependable customer service. The company is looking for a customer-oriented professional who can develop strong client relationships, coordinate complex work with limited oversight, and consistently deliver a smooth customer experience.

Role Overview

Reporting to the Sales Operations Manager, this position is the main contact for assigned customer accounts. The role requires clear communication, strong follow-through, and careful coordination across the full customer journey.

What You Will Do

• Act as the main contact for assigned customer accounts and build trusted relationships through prompt, proactive communication.
• Manage customer relationships from product development and onboarding through production, fulfillment, and final shipping.
• Take ownership of accounts end to end with minimal supervision by anticipating needs, resolving issues independently, and escalating only when necessary.
• Handle day-to-day customer communication about project progress, timelines, priorities, product updates, and ongoing business needs.
• Develop a solid understanding of manufacturing workflows, product requirements, production schedules, and operational limits so routine questions can be answered confidently.
• Work closely with Sales to support a strong customer experience and identify opportunities to deepen existing relationships and grow accounts.
• Partner with Supply Chain, Production, Quality, Regulatory, and Finance teams to keep customer expectations consistently on track.
• Lead customer issue resolution by communicating professionally, setting expectations, and driving timely outcomes that improve satisfaction.
• Keep customer records, project notes, and account activity accurate and up to date in CRM, ERP, and other internal systems.
• Support onboarding of new programs, product launches, and project handoffs to ensure a seamless transition for customers.
• Track milestones, flag risks or delays early, and share solutions before issues affect the customer.
• Review recurring customer concerns and suggest process improvements that raise service quality, efficiency, and satisfaction.
• Manage several accounts and projects at once while staying organized, accurate, and dependable.

Requirements

• At least 3 years of experience in customer-facing account management, customer success, or customer service, ideally in contract manufacturing, CPG, nutraceuticals, food manufacturing, or another regulated industry.
• Strong, dependable communication skills with the ability to build relationships and serve as a reliable customer resource.
• Ability to work independently, take ownership of results, and operate effectively without close supervision.
• Excellent organization and time management skills for handling multiple customers, projects, priorities, and deadlines at the same time.
• High attention to detail and a strong commitment to accuracy in communication, documentation, and project tracking.
• Ability to stay calm, professional, and solution-focused in difficult customer situations.
• Strong interpersonal skills and the ability to collaborate well across cross-functional teams.
• Self-driven and proactive, while still contributing effectively to a team environment.
• Good problem-solving and critical-thinking ability with a practical approach to customer needs.
• Sales experience is strongly preferred.
• Comfort with basic manufacturing concepts such as formulation, specifications, testing, and production flow is strongly preferred.
• Proficiency in Microsoft Office Suite, especially Excel, Outlook, and Word; CRM and ERP experience is strongly preferred.

Why Join

This role offers the chance to join a growing, innovative company in the gummy supplement industry, work in a collaborative environment, build professionally, and contribute directly to customer success and business growth.

Additional Information

This is a full-time, on-site position based in West Palm Beach, FL.