Customer Success Manager

Full Time | On-Site

About Us

GummyWorks is a leader in the supplement manufacturing industry, committed to delivering safe, high-quality products and exceptional service to our customers. We are a growing, fast-moving contract manufacturer, and priorities can change several times in a single day.

Reporting to the Sales Operations Manager, the Customer Success Manager is the primary point of contact for a portfolio of assigned customer accounts, from product development through production and final shipment. The ideal candidate is a self-starter who is highly organized, detail-oriented, and energized by managing many moving pieces at once, in person, alongside our Sales, Production, Quality, and Supply Chain teams.

Key Duties and Responsibilities

● Serve as the primary point of contact for assigned customer accounts, building trusted relationships through clear communication, responsiveness, and proactive service.

● Manage customer relationships throughout the entire project lifecycle, from product development and onboarding through production, fulfillment, and final shipment.

● Handle a high daily volume of customer emails and phone calls, responding promptly and tracking every open item through to resolution.

● Attend daily Sales and cross-functional meetings prepared with current account updates, and personally own the follow-up on every action item assigned to your accounts.

● Keep project status, tasks, and deadlines current in Asana, Excel, and CRM/ERP systems so anyone on the team can see where every account stands at any time.

● Coordinate day-to-day communication with customers on project status, timelines, priorities, product changes, and ongoing business needs.

● Manage multiple accounts and concurrent projects at once, re-prioritizing quickly as production schedules, customer needs, and deadlines change.

● Monitor project milestones, proactively identify potential risks or delays, and communicate solutions before issues impact the customer.

● Build a working understanding of manufacturing processes, product specifications, production timelines, and operational constraints so you can answer routine customer questions confidently and independently.

● Partner closely with Sales to deliver a strong customer experience and identify opportunities to strengthen relationships and grow existing accounts.

● Collaborate with Supply Chain, Production, Quality, Regulatory, and Finance to ensure customer expectations are consistently met or exceeded.

● Lead customer-facing issue resolution by communicating professionally, managing expectations, and driving timely solutions.

● Support the onboarding of new customer programs, product launches, and project transitions.

● Analyze recurring customer concerns and recommend process improvements that enhance service, efficiency, and customer satisfaction.

Work Schedule & Environment

● Fully onsite, five days a week at our West Palm Beach manufacturing facility. This is not a remote or hybrid position.

● Standard hours are Monday–Friday, 8:30 AM–5:00 PM. Some days will run longer when a customer issue, production deadline, or shipment requires it.

● You will work face-to-face with Sales, Production, Quality, Supply Chain, and R&D every day, with frequent walk-up questions, quick huddles, and interruptions that need to be handled on the spot.

● Training is primarily hands on, real life situations with real-time decision making.

● If most of your recent experience has been remote, please consider carefully whether a full-time, in-office manufacturing environment is the right fit before applying.

Qualifications

● 3+ years of customer-facing account management, customer success, or customer service experience, preferably within contract manufacturing, consumer packaged goods (CPG), nutraceuticals, food manufacturing, or another regulated industry.

● Recent experience working full-time onsite in a fast-paced environment (manufacturing, operations, distribution, or similar) strongly preferred.

● Proven self-starter: comfortable owning outcomes, setting your own priorities, and staying productive without close supervision.

● Exceptional organizational and time-management skills. You should be able to describe the specific system you use to track tasks, follow-ups, and deadlines across many customers and projects at once.

● Strong attention to detail and a commitment to accuracy in customer communications, documentation, and project tracking.

● Clear, reliable communication skills and the ability to build relationships and serve as a trusted resource for customers.

● Proven ability to remain calm, professional, and solution-oriented in challenging customer situations and under deadline pressure.

● Excellent interpersonal skills and the ability to collaborate effectively across cross-functional teams.

● Strong problem-solving and critical-thinking skills with the ability to anticipate customer needs and identify practical solutions.

● Strong working proficiency in Excel (sorting, filtering, basic formulas), Outlook, and Word. Experience with Asana or similar project management tools and with CRM/ERP systems strongly preferred.

● Prior sales experience strongly preferred.

● Comfortable with basic manufacturing concepts (formulation, specs, testing, production flow) strongly preferred.

● Flexibility to work beyond standard hours when business needs require.

What a Typical Day Looks Like

This is a high-volume, multi-tasking role, not a single-focus one. On any given day you will be:

● Working through a steady stream of customer and internal emails and phone calls, and getting back to customers the same business day.

● Attending daily meetings with Sales and other departments, then turning what was discussed into clear action items, taking ownership, and meeting due dates.

● Updating project trackers, timelines, and account details in Excel spreadsheets.

● Managing tasks, project status, and handoffs in Asana and in our CRM/ERP systems.

● Owning specific customer accounts, each with several active projects at different stages of development, onboarding, production, and shipping.

● Re-prioritizing quickly when a production schedule shifts, a customer request is escalated, or a shipment is at risk, without losing track of everything else on your plate.

Is This Role Right for You?

You will thrive here if you:

● Enjoy a full day with a lot of moving parts and get energy from juggling multiple priorities.

● Build your own systems (task lists, trackers, Asana boards) and actually stick to them.

● Take ownership and act without waiting to be told what to do next.

● Like working in person with a team, on-site where the product is made.

● Strive for unlimited professional growth with a fast growing company

This role is likely not a fit if you:

● Are looking for a remote or hybrid schedule.

● Prefer one task at a time, a predictable routine, or a defined queue of work.

● Need detailed, step-by-step direction to plan and prioritize your day.

● Need a firm 5:00 PM stop every day regardless of what is happening with customers or production.

Why Join Us?

By joining our team, you will contribute to an innovative, growing company dedicated to providing high-quality gummy supplements. You will work closely with leadership, see the direct impact of your work on our customers, and have real opportunities for professional growth as the business expands.

Equal Opportunity Employer Statement: GummyWorks is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.