Manager, Customer Success & Manufacturing Readiness

About the role

Osmo is seeking a Manager of Customer Success & Manufacturing Readiness to ensure customer programs move successfully from onboarding through manufacturing, fulfillment, and deployment. This role serves as the primary operational point of contact for customers after project launch. You will coordinate manufacturing readiness, order management, production priorities, and customer communication while ensuring projects remain aligned with customer commitments and business objectives. This position is ideal for someone who thrives in a fast-paced environment, enjoys solving problems, and can effectively coordinate across multiple teams to keep projects moving forward.

Responsibilities

• Customer Success
• Serve as the primary operational contact for assigned customers.
• Build strong customer relationships through proactive communication.
• Provide project updates and manage customer expectations.
• Coordinate issue resolution and ongoing customer support.
• Escalate risks and challenges as appropriate.
• Manufacturing Readiness
• Coordinate manufacturing readiness activities supporting customer programs.
• Align production priorities with customer commitments and deployment schedules.
• Track material availability, fragrance readiness, packaging readiness, and production milestones.
• Identify and resolve potential manufacturing constraints.
• Support oil shipment planning and readiness activities.
• Order Management & Execution
• Manage customer orders from operational handoff through fulfillment.
• Maintain project timelines and execution plans.
• Coordinate internal resources required to support customer programs.
• Manage schedule changes, order modifications, and customer requests.
• Ensure accurate operational documentation and status reporting.
• Cross-Functional Execution & Prioritization
• Coordinate execution across Manufacturing, Procurement, Product Development, Quality, and Turnkey Delivery.
• Establish priorities and align teams around customer commitments and production schedules.
• Hold teams accountable to agreed timelines, deliverables, and service-level commitments.
• Identify and resolve issues that threaten project milestones or customer expectations.
• Lead execution reviews and escalation discussions to keep projects on track.
• Continuous Improvement
• Identify operational risks before they impact customer commitments.
• Develop mitigation plans and coordinate corrective actions.
• Support implementation of new tools, reporting, and workflows.
• Contribute to process improvements that increase visibility, efficiency, and scalability.

Requirements

• 6+ years of experience in customer success, operations, manufacturing coordination, supply chain, project management, or related fields. Ideally from F&F industry.
• Experience supporting customer-facing programs in manufacturing, consumer products, fragrance, or industrial environments.
• Strong organizational and project management skills.
• Excellent communication and stakeholder management capabilities.
• Strong problem-solving skills and attention to detail.
• Ability to manage multiple priorities simultaneously.
• Ways to Stand Out
• Experience supporting contract manufacturing environments.
• Familiarity with production planning, order fulfillment, or S&OP processes.
• Experience with ERP, CRM, and project management systems.
• Experience supporting product launches or customer deployment programs.
• What Success Looks Like
• Customers feel informed, supported, and confident throughout project execution.
• Manufacturing priorities remain aligned with customer commitments and deployment schedules.
• Orders move efficiently through planning, production, and fulfillment.
• Risks and delays are identified early and addressed proactively.
• Internal teams stay aligned on priorities, timelines, and responsibilities.
• Customers receive timely updates and quick responses when issues arise.
• Manufacturing readiness activities are completed on schedule with minimal surprises.
• Projects are delivered successfully while maintaining a high level of customer satisfaction.
• The ideal candidate is a strong coordinator and problem solver who enjoys working across teams, keeping projects moving, and ensuring customers have a positive experience from production planning through delivery.
• Base Salary: $113k-$133k
• If this role inspires you we'd encourage you to apply. We are committe

Benefits

Additional Information

Who we are at Osmo: Osmo is a digital olfaction company, on a mission to give computers a sense of smell to improve the health and wellbeing of human life. Why? Our sense of smell both enriches and saves lives, and has a deep and direct connection to our emotions and memory. Olfactory Intelligence has applications across industries including fragrance, manufacturing, security, medicine, and more. We believe in the power of automation and thoughtfully applied AI/ML to solve problems beyond the reach of human intuition alone. Osmo is headquartered in Elizabeth, NJ, with an additional office in Somerville, MA.

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