Customer Success Manager

POSITION: Customer Success Manager 

REPORTS TO: Sr. Director Commercial 

SALARY: Compensation commensurate with education and experience, 

TERMS OF EMPLOYMENT: Permanent - Full Time  

LOCATION: Charlottetown, PEI 

Island Abbey Nutritionals is an established natural health and specialty food dietary supplement product producer based in Prince Edward Island, Canada. Proven industry leaders, we offer cutting-edge, globally patented technologies for production of gummy products for dietary supplement, natural health, and specialty food industries.  

The Customer Success Manager will serve as the strategic liaison between our internal teams and key customer accounts. This role requires a deep understanding of customer purchasing behavior, supply chain coordination, product lifecycles, and operational challenges. You will be responsible for ensuring that our customers' experience is seamless from purchase order to product delivery—and beyond. 

Key Responsibilities: 

Customer Account Ownership 

• Maintain deep knowledge of customer account details, including contacts, preferences, business cycles, and industry-specific nuances.
• Act as the go-to expert for all customer-specific SKUs, configurations, and order histories.

Understand customer goals, challenges and business drivers
 
Purchase Order (PO) & Fulfillment Oversight 

• Track and validate customer POs from entry to invoice.
• Monitor order status, lead times, and fulfillment schedules.
• Coordinate with internal teams to ensure timely and accurate deliveries.

Product Lifecycle & SKU Management 

• Stay informed on where customer products are in the product lifecycle (e.g., launch, active, EOL).
• Proactively communicate product availability, changes, or phase-outs to customers.
• Maintain complete and updated knowledge of all customer-related SKUs, including custom specs.

Customer Challenges & Issue Resolution 

• Serve as the first point of contact for operational or product issues.
• Work cross-functionally with Sales, Supply Chain, Product, and Support teams to resolve customer challenges quickly and effectively.
• Identify patterns or recurring customer issues and propose systemic solutions.

Reporting & Communication 

• Provide customers with regular updates on orders, lead times, and product availability.
• Prepare and present customer-specific reports and dashboards, highlighting KPIs and fulfillment metrics.
• Maintain meticulous documentation of all customer interactions and decisions.

Cross-Functional Collaboration 

• Collaborate with Sales on account strategy and forecasting.
• Partner with Supply Chain/Logistics to anticipate potential delays or risks.
• Work closely with Product teams to relay customer feedback and product performance insights.

Qualifications: 

• 5+years of experience in Customer Success, Operations, Supply Chain, or Account Management roles.
• Excellent communication and interpersonal skills.
• Highly detail-oriented with excellent problem-solving skills.
• Degree or diploma from a recognized post-secondary institution 
• Ability to collaborate internally with multiple stakeholders, remote, cross-functional teams, and externally with partners 
• Advanced Microsoft Office product skills 
• Experience in the food processing or pharmaceutical Industry is preferred