Job Description

Position Summary

At Ford Medical, we are committed to delivering exceptional customer experiences through service excellence, operational reliability, collaboration, and continuous improvement. The Customer Success Manager serves as a trusted partner to our customers, ensuring they achieve their desired outcomes while fostering long-term relationships built on trust, responsiveness, and accountability. This role acts as the bridge between customers, operations, technology, and leadership teams, driving customer satisfaction, operational efficiency, and business growth. The ideal candidate is proactive, highly organized, data-driven, and passionate about identifying opportunities to improve both the customer experience and internal processes.

Key Responsibilities

Customer Partnership & Success

• Serve as the primary point of contact and trusted advisor for assigned customer accounts.
• Build strong, long-term customer relationships through proactive communication and engagement.
• Lead customer onboarding, training, and adoption activities to ensure successful implementation and utilization of services.
• Advocate for customer needs while balancing operational and business objectives.

Operational Excellence

• Monitor customer performance metrics and service levels to ensure consistent delivery and customer satisfaction.
• Proactively identify, investigate, and resolve customer concerns, escalating issues when appropriate.
• Partner with operations and fulfillment teams to ensure seamless execution and service delivery.
• Drive accountability and follow-through on customer commitments and action items.

Continuous Improvement & Collaboration

• Identify opportunities to improve workflows, customer experiences, and operational processes.
• Collaborate with Operations, Technology, and Leadership teams to implement scalable solutions.
• Utilize customer feedback and performance data to recommend process enhancements and best practices.
• Support change initiatives that improve efficiency, quality, and customer outcomes.

Growth & Retention

• Support customer retention efforts by ensuring customers realize value from Ford Medical's services.
• Identify opportunities for account expansion and additional service offerings.
• Contribute to renewal discussions and strategic account planning.
• Partner with leadership to strengthen customer loyalty and long-term business relationships.

Requirements

• 3+ years of experience in Customer Success, Account Management, Operations, Healthcare Services, or a related field.
• Strong customer relationship management and communication skills.
• Proven ability to solve problems, manage competing priorities, and drive results.
• Analytical mindset with experience using data to make informed decisions.
• Experience with CRM systems and business reporting tools preferred.
• Healthcare, medical supply, logistics, or supply chain experience is highly desirable.
• Demonstrated ability to collaborate effectively across multiple teams and stakeholders.

Success Metrics

Success in this role will be measured by:

• Customer Satisfaction (CSAT) and customer experience outcomes
• Customer Retention and Account Growth
• Issue Resolution Effectiveness and Responsiveness
• Operational Efficiency Improvements
• Customer Onboarding and Adoption Success
• Cross-functional Collaboration and Process Improvement Contributions
• Achievement of service-level and performance objectives

Core Competencies

• Customer-Centric Mindset
• Accountability and Ownership
• Operational Excellence
• Collaboration and Teamwork
• Continuous Improvement
• Communication and Relationship Building
• Problem Solving and Critical Thinking
• Adaptability and Resilience

Experience Required

3-4 years