The Customer Success Manager contributes to the success of Eagle Flexible Packaging (“Eagle”) by leading and supporting the Customer Project Management team while remaining actively involved in customer programs and day-to-day project execution. This role serves as a bridge between customers, Customer Project Managers, and internal operations teams to ensure customer requirements are communicated clearly, projects are executed successfully, and customer relationships remain strong throughout the manufacturing lifecycle.
This position combines hands-on customer project management responsibilities with frontline leadership responsibilities, including coaching team members, supporting escalated customer situations, driving process consistency, and ensuring alignment between customer expectations and operational capabilities.
Primary Duties and Responsibilities:
- Lead, coach, and develop the Customer Project Management team, providing day-to-day guidance, prioritization support, training, and accountability.
- Serve as a working manager by directly managing customer accounts and projects while balancing leadership responsibilities.
- Support Customer Project Managers in handling complex customer situations, escalations, changing priorities, and high-risk projects.
- Act as an escalation point for customer concerns related to orders, lead times, specifications, scheduling, artwork approvals, inventory, or delivery expectations.
- Build and maintain strong working relationships with customers through responsive communication, execution follow-through, and proactive problem solving.
- Coach team members on effective customer communication, including how to manage difficult conversations, set expectations appropriately, and communicate operational constraints professionally.
- Ensure customer orders, specifications, approvals, and project details are accurately entered and maintained within ERP and related systems.
- Collaborate closely with Operations, Scheduling, Graphics, Purchasing, Shipping, and Quality to ensure customer requirements are aligned with production capabilities and delivery expectations.
- Help ensure projects are planned and executed in a manner that supports operational efficiency, quality standards, and on-time delivery performance.
- Monitor customer project workflows and team workload distribution to ensure responsiveness and timely execution across all active programs.
- Identify risks, delays, bottlenecks, or communication gaps and help coordinate timely resolution across departments.
- Support management of customer finished goods inventory programs, including communication regarding inventory levels, release timing, and storage expectations.
- Review and help maintain consistency in customer-facing documentation, including order confirmations, approvals, specifications, and project communication.
- Identify continuous improvement opportunities focused on improving customer experience, reducing errors, improving communication flow, and increasing operational alignment, and manage projects to improve department operations.
- Identify training needs and develop training related to customer project management.
- Onboard and train new Customer Project Managers, including process training, ERP usage, customer communication expectations, and departmental workflows.
- Manage KPI tracking related to customer satisfaction, lead times, project execution, responsiveness, and operational performance.
- Partner with the Director of Customer Success to identify process improvements, training opportunities, staffing needs, and workflow optimization initiatives.
- Serve as back-up support for Customer Project Managers as business needs require.
- Ensure that all company food safety and quality assurance procedures are followed at all times. Escalate any issues/concerns to management.
- Other related duties as assigned.
Requirements:
- High school diploma or equivalent (GED).
- Bachelor’s degree in Business Administration, Operations Management, Supply Chain, or related field, or equivalent experience.
- Minimum five years of relevant customer-facing experience involving project management, customer service, account coordination, or operations support in a manufacturing or production environment.
- Minimum one year of leadership, supervisory, team lead, or mentoring experience.
- Strong customer service and relationship management skills with a demonstrated ability to manage customer expectations professionally and effectively.
- Strong organizational skills and attention to detail, with the ability to manage multiple priorities and competing demands simultaneously.
- Demonstrated ability to problem solve, prioritize, and make sound decisions in a fast-paced manufacturing environment.
- Professional proficiency in verbal and written English, with the ability to communicate effectively with customers and internal stakeholders at all levels.
- Polished, professional presence with the ability to represent the company confidently in customer interactions.
- Proficiency in word processing, spreadsheet, and email software, with the ability to learn new systems and tools. ERP experience.
- Ability to collaborate effectively across departments and build strong working relationships internally and externally.
- Ability to work non-standard hours and travel overnight as needed.
- Enthusiasm for the Eagle mission of embracing our Guiding Values, which focus on developing and empowering our team members to create valued, trusted, and lasting relationships with both customers and suppliers.
Preferred Qualification:
- PMP certification or similar certification or training in project management.
- Experience using Salesforce or similar CRM / customer project management systems.
- Experience in the flexible packaging industry or a comparable manufacturing environment.
- Experience with EFI-Radius.
Pay: $80,000 to $110,000 per year
Flex Your Potential with Eagle! We are committed to supporting our employees’ career growth and aspirations and provide full-time team members with the following benefits:
- Medical Insurance– On the first of month following 60 days of employment, employees can choose from 1 PPO/HRA plan and 2 PPO/HSA plans all provided by BlueCross BlueShield of Illinois.
- HRA / HSA Contributions– Participants in the employer-provided medical insurance program will receive funds from Eagle for either their HRA (for PPO/HRA enrollees) or HSA (for PPO/HSA enrollees). The annual amount provided to each participant is based on one’s enrollment tier per the following schedule: $1,500.00 for Employee Only coverage, $3,000.00 for Employee + Spouse or Employee + Child(ren), and $4,500.00 for Family coverage.
- Dental Insurance– On the first of month following 60 days of employment, employees can enroll in dental insurance provided by BlueCross BlueShield of Illinois.
- Vision Insurance– On the first of month following 60 days of employment, employees can enroll in this voluntary benefit through BlueCross BlueShield of Illinois.
- 401K Plan – Plan entry date is the first of the month following 6 months of service. Eagle provides its employees with a 100% match up to 1% and 50% match up to 6%.
- Company Paid Short-Term Disability– The Short-Term Disability premium is 100% paid by Eagle.
- Company Paid Long-Term Disability– The Long-Term Disability premium is 100% paid by Eagle.
- Life Insurance– The Basic Life premium is 100% paid by Eagle and is a flat $20,000 benefit for all FT, benefit eligible employees. Employees have the option to purchase additional voluntary life insurance for self, spouse, and dependent children.
- Vacation/PTO – The amount of vacation/paid time off (PTO) employees receive each year starts at 80 hours (2 weeks) each year, which accrues at a rate of 1.538 hours per week, and increases with the length of employment.
- 8 Company Paid Holidays– Eligible after 60 days of employment.
- Sick Leave– Eligible for paid sick days at the rate of 3 days (24 hours) per year after 6 months of service (prorated for per the calendar year).
- Tuition Reimbursement– Following 6 months of employment, employees are eligible for reimbursement for courses, certifications, and training programs that support their Eagle careers.
Part-time team members are provided with the following benefits:
- Vacation/PTO – Eligible to earn 1 hour of vacation/PTO for every 40 hours worked up to a maximum of 40 hours of vacation/PTO.
- 401K Plan– Plan entry date is the first of the month following 6 months of service. Eagle provides its employees with a 100% match up to 1% and 50% match up to 6%.
Eagle Flexible Packaging is an Equal Opportunity Employer
