Customer Success Specialist

Job Summary:

The Customer Success Specialist serves as the primary point of contact for a defined portfolio of approximately 15 medical technology customer accounts. This role is responsible for managing day-to-day communication, coordinating order activities, aligning internal operations with client expectations, and delivering a world-class customer experience.

Working closely with cross-functional teams—including project management, engineering, manufacturing, quality, and sales—the Customer Success Specialist supports the execution of product transfers, quoting and order processes, and ongoing production operations. This individual plays a key role in maintaining account health, ensuring fulfillment accuracy, identifying opportunities for account growth, and enhancing customer success tools and processes.

Job Duties and Responsibilities:

• Serve as the primary point of contact for assigned production customer accounts.
• Facilitate clear, timely, and professional communication between customers and internal teams to ensure alignment and transparency.
• Track and manage customer requests that fall outside standard workflows, including non-routine engineering or order-related needs.
• Lead internal weekly account review meetings and manage action items to ensure timely follow-through.
• Coordinate the quoting and order booking process, ensuring accuracy and on-time delivery.
• Maintain accountability across internal teams to meet customer requirements and expectations.
• Support the transfer of products from development or external sources into manufacturing, in collaboration with internal stakeholders.
• Monitor account-level metrics to ensure commercial performance and customer satisfaction.
• Identify and pursue potential growth or expansion opportunities within customer accounts.
• Review pricing and cost data to ensure financial health and adherence to profitability targets.
• Develop and maintain a master pricing list to ensure consistency and accuracy across accounts.
• Contribute to the evolution and implementation of customer success best practices across the organization.
• Monitor adherence to contract obligations, proactively identifying and resolving any issues.
• Drive continuous improvement in customer success processes, systems, and tool

Qualifications and Requirements:

• Bachelor’s degree in business, engineering, or a related field.
• Excellent written and verbal communication skills, with the ability to convey technical information clearly to diverse audiences.
• Strong organizational skills and the ability to manage multiple priorities across several customer accounts.
• Demonstrated critical thinking, leadership, and sound decision-making capabilities.

Preferred Qualifications:

• Experience in account management, customer success, client services, or sales, ideally in a manufacturing or technology environment.
• Exposure to Lean, Six Sigma, or other continuous improvement methodologies.
• Proven track record of delivering results with a high degree of urgency and customer focus.

EEO Statement

Forj Medical provides equal employment opportunities to all employees and applicants for employment and prohibits discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

Employment Requirement

Must be authorized to work in the United States.

Compensation and Total Rewards Package

The salary range for this position is outlined below under "Job Details" and is dependent upon the individual's skills, experience, qualifications, and applicable employment laws. Beyond base salary, Forj offers a competitive Total Rewards Package. We offer health, dental, vision, 401K plans, and time off programs. You may also be eligible to participate in an annual bonus program which depends on various factors, including, individual and organizational performance.