The Cohere Beauty Customer Success Manager (CSM) supports the execution of customer product development programs, partnering closely with Department Leads and cross-functional teams to deliver projects from concept through commercialization. This role manages timelines and coordinates internal stakeholders and customer communication for beauty and personal care programs.

The CSM plays a key role in keeping projects on track, ensuring accurate documentation, and proactively identifying risks, while developing strong project management and customer-facing skills.

Responsibilities

Customer Experience & Relationship Support

Support day-to-day communication with customers, ensuring timely responses and follow-ups.
Help maintain positive customer relationships through organization and reliability
Escalate risks or concerns to the Department Lead proactively

Project Coordination & Support

Manage project timelines, deliverables, and documentation
Create and maintain project plans and trackers
Translate customer requests into internal tasks and next steps
Lead customer meetings and capture notes, actions, and follow-ups

Cross-Functional Coordination

Coordinate with internal teams (R&D, Packaging, Supply Chain, Quality, Production) to track progress
Follow up on key milestones and ensure updates are reflected in project systems
Identify delays or risks and communicate them to the Team Lead

Retail & Launch Readiness Support

Tracking key milestones tied to retailer timelines and launch dates
Support documentation related to customer-requested compliance, labeling, and specifications

Forecasting & Planning Support

Maintain project data accuracy in internal systems
Update timelines, forecasts, and scope changes

Performance & Reporting

Track KPIs (timeliness, sample status, milestone completion)
Prepare internal and customer-facing updates

Perform other duties as assigned

Minimum Education & Experience

Bachelor’s degree or equivalent experience preferred
2-4 years of experience in project coordination, account support, or operations
Experience in manufacturing, Consumer Packaged Goods (CPG), or supply chain environments preferred

Knowledge, Skills & Abilities

Strong organizational and time management skills
Ability to manage multiple tasks and deadlines
Clear and professional communication skills
Detail-oriented with strong follow-through
Proficiency in Microsoft Office and project tracking tools (Monday.com, Smartsheet, MS Project, a plus)
Willingness to learn cross-functional processes in manufacturing
Ability to maintain regular and predictable attendance

Travel & Working Conditions