Customer Success Manager

Customer Success Manager - United States - 197428 - Koch

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Customer Success Manager

Location(s)

Lisle, Illinois

Company

Molex

Career Field

Customer Service

Job Number

197428

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Your Job

The Customer Success Manager (CSM) is the primary coordination point for assigned customers once programs enter production and ongoing order fulfillment. The role creates a consistent, proactive customer experience by providing accurate order visibility, monitoring delivery performance, coordinating customer priorities, and driving timely follow-up across internal teams.

The CSM does not replace the functional ownership of Customer Service, Planning, Operations, Quality, Finance, Sales, or Engineering. The CSM connects these functions around customer priorities, ensures actions have clear owners and timing, and escalates when execution is not producing the required customer outcome. The right candidate will serve as the customer's operational advocate and internal execution coordinator after programs move into production. The CSM provides proactive order visibility, drives cross-functional follow-up, monitors delivery performance, and helps customers realize consistent value from the relationship.

Our Team

At Molex, we create connections for life by combining innovation, engineering excellence, and superior customer experience. With presence in 40+ countries, we serve diverse markets such as data communications, consumer electronics, automotive, medical, and more.

What You Will Do

• Customer Relationship & Success
• Serve as the primary day-to-day coordination point for assigned customers following qualification and production launch.
• Build trusted relationships with customer procurement, operations, supply chain, and program teams.
• Understand customer business priorities, production schedules, service expectations, and critical delivery requirements.
• Maintain an overall account-health view that includes delivery performance, open issues, order risks, and customer concerns.
• Lead proactive customer touchpoints and periodic order or account reviews.
• Represent the voice of the customer internally and communicate customer priorities, risks, and expected outcomes.
• Identify emerging needs or opportunities and transition commercial opportunities to Business Development or Sales.
• PO Execution & Fulfillment Oversight
• Provide end-to-end Purchase Order (PO) execution and fulfillment oversight for assigned accounts.
• Monitor customer POs from order entry through production, shipment, invoicing, and closure.
• Monitor VCD and On-Time Delivery (OTD) performance; identify potential misses and coordinate recovery actions with Planning, Operations, Logistics, and other functional owners.
• Maintain clear visibility to backlog, committed dates, delivery changes, constraints, and customer priorities.
• Provide customers with regular, accurate, and concise order-status reporting.
• Coordinate PO-level prioritization with customers and internal teams when capacity, material, or production constraints exist.
• Identify orders requiring escalation and ensure recovery plans include clear owners, target dates, and a customer communication cadence.
• Coordinate PO changes, expedites, pushouts, cancellations, and delivery adjustments through the appropriate functions.
• Invoice & Billing Coordination
• Monitor PO-level invoicing and billing status for assigned customers.
• Coordinate with Finance, Customer Service, and the customer to resolve invoice discrepancies, billing holds, PO mismatches, and documentation issues.
• Track billing actions that could affect shipment, payment, or customer satisfaction.
• Provide visibility to unresolved billing issues while Finance retains ownership of accounting, credit, and financial controls.
• Issue & Escalation Management
• Act as the customer-facing coordination point for fulfillment, delivery, and production-related issues.
• Ensure significant customer issues have a functional owner, recovery plan, target date, and communication cadence.
• Escalate risks before they become customer-impacting events whenever possible.
• Coordinate timely customer updates during supply, production, quality, or delivery disruptions.
• Partner with Quality on customer issues while Quality retains ownership of investigation, root cause, and corrective action.
• Drive follow-up and visibility until customer-impacting issues are closed.

Who You Are (Basic Qualifications)

• A bachelor's degree, associate degree, technical education, or equivalent practical experience in customer success operations.
• 3-5 years of experience in customer service, account management, customer success, order management, sales operations, supply chain/customer operations, or a related customer-facing role.
• Experience managing multiple customer priorities, deadlines, and escalations simultaneously.
• Experience working cross-functionally with Operations, Planning, Sales, Finance, and/or Quality.
• B2B manufacturing, technology, electronics, or another complex fulfillment environment experience.
• Ability to interpret operational and customer order data, manage competing priorities, and influence cross-functional teams to drive solutions and provide meaningful customer updates.

For this role, we anticipate paying $75,000 - $100,000 per year. This role is eligible for variable pay, issued as a monetary bonus or in another form.

At Koch companies, we are entrepreneurs. This means we openly challenge the status quo, find new ways to create value and get rewarded for our individual contributions. Any compensation range provided for a role is an estimate determined by available market data. The actual amount may be higher or lower than the range provided considering each candidate''s knowledge, skills, abilities, and geographic location. If you have questions, please speak to your recruiter about the flexibility and detail of our compensation philosophy.

Hiring Philosophy

All Koch companies value diversity of thought, perspectives, aptitudes, experiences, and backgrounds. We are Military Ready and Second Chance employers. Learn more about our hiring philosophy here.

Who We Are

As a Koch company, Molex is a leading supplier of connectors and interconnect components, driving innovation in electronics and supporting industries from automotive to health care and consumer to data communications. The thousands of innovators who work for Molex have made us a global electronics leader. Our experienced people, groundbreaking products and leading-edge technologies help us deliver a wider array of solutions to more markets than ever before.

At Koch, employees are empowered to do what they do best to make life better. Learn how our business philosophy helps employees unleash their potential while creating value for themselves and the company.

Our Benefits

Our goal is for each employee, and their families, to live fulfilling and healthy lives. We provide essential resources and support to build and maintain physical, financial, and emotional strength - focusing on overall wellbeing so you can focus on what matters most. Our benefits plan includes - medical, dental, vision, flexible spending and health savings accounts, life insurance, ADD, disability, retirement, paid vacation/time off, educational assistance, and may also include infertility assistance, paid parental leave and adoption assistance. Specific eligibility criteria is set by the applicable Summary Plan Description, policy or guideline and benefits may vary by geographic region. If you have questions on what benefits apply to you, please speak to your recruiter.

Additionally, everyone has individual work and personal needs. We seek to enable the best work environment that helps you and the business work together to produce superior results.

Equal Opportunities

Equal Opportunity Employer, including disability and protected veteran status. Except where prohibited by state law, some offers of employment are conditioned upon successfully passing a drug test. This employer uses E-Verify. Please click here for additional information. (For Illinois E-Verify information click here, aquí, or tu).

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