Customer Success Manager

\Position Summary

The Customer Success & Technical Program Manager is responsible for the success, growth, and operational management of Cephasonics’ Strategic Managed Accounts.

Following transition from Business Development, this position becomes the primary owner of the customer relationship and is accountable for helping customers successfully develop, commercialize, manufacture, and expand products incorporating Cephasonics’ Embedded Ultrasound Intelligence™ platform.

This position combines customer success, technical program management, strategic account management, and cross-functional leadership. The Program Manager serves as the primary owner of customer success and the cross-functional leader for assigned accounts, coordinating Engineering, Quality, Manufacturing, Operations, Supply Chain, Finance, Sales, and executive leadership to achieve both customer and Cephasonics objectives.

The role is responsible for ensuring customer requirements and commitments are effectively managed while balancing technical capabilities, resources, commercial priorities, and the Company’s long-term strategic interests. The position is accountable for customer success, technical and operational execution, account health, revenue performance, forecasting, and long-term account growth.

The position reports to Cephasonics’ executive leadership team.

Success Profile

The successful Customer Success & Technical Program Manager will function much like the general manager of an assigned portfolio of established customer accounts.

This requires more than maintaining strong customer relationships. The Program Manager must understand each customer’s technical and business objectives, translate those objectives into actionable plans, coordinate resources across the organization, anticipate and resolve problems, and maintain focus on successful development, commercialization, revenue, and long-term account growth.

Success is demonstrated by the ability to take ownership of customer outcomes, lead complex cross-functional programs, proactively manage risks and commitments, and help strategic customers progress from development into successful commercial production while achieving Cephasonics’ business objectives.

Primary Responsibilities

Customer Success & Strategic Account Management

Assume primary ownership of assigned Strategic Managed Accounts following transition from Business Development. Create and maintain a Customer Success Plan for each account defining customer objectives, technical and commercialization milestones, revenue expectations, production requirements, risks, and growth opportunities.

Serve as the primary business interface and cross-functional leader for each assigned account, ensuring customer requirements, priorities, and commitments are clearly understood and effectively managed across Cephasonics.

Hold regular customer and internal reviews to assess progress, identify issues, establish actions, and maintain alignment between customer objectives and Cephasonics’ technical capabilities, resources, commercial priorities, and strategic interests.

Proactively identify issues that could affect customer success, commercialization, or Cephasonics’ business objectives and coordinate the appropriate resources and actions to address them. Identify opportunities to expand the customer relationship and use of Cephasonics technology, coordinating new business opportunities with Business Development as appropriate.

Technical Program Management

Lead assigned customer development and commercialization programs from active development through commercial production.

Create and maintain integrated program plans covering schedules, milestones, responsibilities, resource requirements, customer dependencies, risks, decisions, and action items. Coordinate multidisciplinary activities across Engineering, Quality, Manufacturing, Operations, Supply Chain, and other required functions.

Facilitate design reviews, engineering changes, validation activities, production readiness, customer acceptance, and other activities necessary to move customer programs successfully from development into commercial production.

Maintain sufficient technical understanding to work effectively with customer and Cephasonics engineering teams, identify and communicate technical risks, facilitate decisions, and ensure issues are appropriately assigned and driven to resolution.

The position is not expected to perform engineering design but must be technically proficient enough to manage complex hardware and software programs and communicate effectively between customer and internal technical teams.

Commercial, Operational & Revenue Management

Create annual account plans covering revenue objectives, customer forecasts, production requirements, delivery schedules, commercialization milestones, and account-growth priorities.

Coordinate customer forecasts, purchase orders, production planning, component and inventory requirements, shipments, delivery commitments, invoicing, customer payments, and other activities that affect account revenue and operational performance.

Proactively identify dependencies or risks that could affect customer commitments, revenue, cash flow, production, or commercialization and coordinate the appropriate corrective actions.

Provide management with accurate and timely reporting on account health, project status, forecasts, revenue expectations, customer priorities, significant risks, and actions or decisions requiring executive involvement.

Cross-Functional Leadership

Act as the central coordinator for assigned accounts, ensuring customer requirements and Cephasonics commitments are clearly understood across the organization.

Lead through influence across Engineering, Quality, Manufacturing, Operations, Supply Chain, Finance, Sales, and executive leadership. Establish clear responsibilities and priorities, track commitments and actions, and drive cross-functional issues through resolution.

Ensure appropriate communication and reporting between functional groups so that project requirements, production needs, customer commitments, business priorities, risks, and required actions remain visible and aligned.

Balance customer requirements with Cephasonics’ technical capabilities, available resources, commercial objectives, operational requirements, and strategic priorities.

Key Performance Indicators

Performance will be evaluated across five primary areas:

1. Customer Revenue & Growth Achievement of annual revenue objectives for the assigned Strategic Managed Account portfolio through successful commercialization, production growth, effective account management, and identification of additional opportunities within existing accounts.

2. Customer Success & Commercialization Achievement of Customer Success Plan objectives, development milestones, commercialization goals, and successful progression of customer programs toward commercial production.

3. Technical & Operational Execution Achievement of project milestones, production readiness, on-time delivery, quality objectives, and timely resolution of significant technical, schedule, manufacturing, and operational issues.

4. Customer Satisfaction & Account Health Customer retention, satisfaction, effective communication, achievement of customer objectives, strength of key relationships, and overall account health.

5. Forecasting & Business Planning Accuracy and timeliness of customer forecasts covering engineering requirements, purchase orders, production demand, shipments, revenue, and other information required for effective company planning.

Qualifications

The successful candidate will have a strong technical background combined with demonstrated experience managing complex customer development programs involving multidisciplinary hardware and software teams.

Candidates should have:

• Bachelor’s degree in Electrical Engineering or a related technical discipline.
• 7–10+ years of experience in technical program management, customer success, strategic account management, product development, or a related technical customer-facing role.
• Experience managing complex hardware and software development programs from development through commercialization and production.
• Experience coordinating multidisciplinary teams that may include electrical, software, firmware, mechanical, systems, manufacturing, quality, and regulatory functions.
• Experience serving as a primary interface between customers and technical organizations.
• Strong program-management capabilities covering schedules, milestones, risks, dependencies, scope changes, budgets, and resource coordination.
• Demonstrated ability to lead cross-functional teams without direct reporting authority.
• Strong customer communication, presentation, problem-solving, negotiation, and organizational skills.
• Ability to manage multiple complex customer programs and priorities simultaneously.

Experience managing OEM customer development programs involving customized technology or products is particularly valuable.

Qualifications

The successful candidate will have a strong technical background combined with demonstrated experience managing complex customer development programs involving multidisciplinary hardware and software teams.

Candidates should have:

• Bachelor’s degree in Electrical Engineering or a related technical discipline.
• 7–10+ years of experience in technical program management, customer success, strategic account management, product development, or a related technical customer-facing role.
• Experience managing complex hardware and software development programs from development through commercialization and production.
• Experience coordinating multidisciplinary teams that may include electrical, software, firmware, mechanical, systems, manufacturing, quality, and regulatory functions.
• Experience serving as a primary interface between customers and technical organizations.
• Strong program-management capabilities covering schedules, milestones, risks, dependencies, scope changes, budgets, and resource coordination.
• Demonstrated ability to lead cross-functional teams without direct reporting authority.
• Strong customer communication, presentation, problem-solving, negotiation, and organizational skills.
• Ability to manage multiple complex customer programs and priorities simultaneously.

Experience managing OEM customer development programs involving customized technology or products is particularly valuable.

Technical Background

Candidates should have sufficient technical depth to understand system architectures, engineering requirements, technical tradeoffs, development risks, and hardware/software integration issues.

Relevant technical experience may include:

• High-speed digital and analog electronics
• Embedded software and firmware
• Linux-based embedded computing
• FPGA and GPU architectures
• Real-time processing and data acquisition
• Hardware/software system integration
• Signal processing and sensing systems
• Medical device electronics
• Networked or distributed computing
• System verification and validation

Experience in medical devices, diagnostic imaging, ultrasound, robotics, embedded computing, scientific instrumentation, industrial automation, semiconductor equipment, or other complex technology products is particularly relevant.

Experience with ISO 13485, medical-device design controls, verification and validation, quality systems, and regulated product commercialization is beneficial.

Pay: $65,000.00 - $85,000.00 per year

Benefits:

• Health insurance

Work Location: In person