Customer Experience Manager

**Visa sponsorship is not available for this position**

**Local candidates only will be considered**

Millstone Medical Outsourcing is a leading provider of customized outsourcing solutions to the medical device industry. Millstone delivers expert post-manufacturing and aftermarket services for medical device manufacturers that foster quality, compliance, and business success. Millstone specializes in packaging, testing, and logistics services all with an unparalleled focus on quality.

Job Summary

Millstone Medical Outsourcing is seeking a Customer Success Manager (individual contributor role) to serve as the primary point of contact for our laboratory services clients. As an individual contributor, this role is responsible for owning the client relationship, ensuring successful onboarding, laboratory output aligns with customer expectations and Millstone’s quality standard.

The Customer Success Manager will lead the cross-functional execution between laboratory operations, quality and sales. The Customer Success Manager will serve as the voice of the customer conducting regular check-ins with lab-ops to ensure high priority samples are moving through the operations and proactively alert customer to any challenges.

This is not a transactional customer service role. This position requires a proactive, highly organized professional who can manage multiple client programs simultaneously, anticipate risks, drive solutions in a fast-paced, regulated environment, and have regular dialogue on forecast and growth opportunities, liaising with the Millstone sales team where appropriate.

This role offers the opportunity to:

· Play a critical role in client retention and growth

· Partner directly with operations and commercial leadership

· Work in a dynamic, regulated environment supporting the life sciences industry

· Make a measurable impact on customer experience and operational success

The ideal candidate brings experience in client management, project coordination or account management, preferably within a life sciences, laboratory or regulated industry setting.

Qualifications:

Bachelor’s degree required

Minimum of 3-5 years’ experience in:

• Client success, account management, project management, or program coordination
• Proven ability to manage multiple priorities in a fast-paced environment
• Strong organizational, communication and problem-solving skills

Strongly Preferred:

• 5-8 years’ experience in life sciences, laboratory services, medical device pharmaceutical, or other regulated industry
• Experience managing client-facing projects or onboarding programs
• Exposure to cross-functional environments (operations, quality, sales)
• Demonstrated ability to manage client relationships tied to revenue or service delivery
• Preferred educational and / or work experience with Project Management, Platform Management, Business Management and Administration, Life Sciences, Laboratory management, or equivalent

Key Competencies

• Client relationship ownership (not transactional support)
• Cross-functional leadership and coordination
• Project management across multiple workflows
• Proactive communication and issue resolution
• Commercial awareness and business partnership mindset

This position is based in Bloomfield, CT and requires onsite presence five days/week to collaborate with laboratory operations.

At Millstone, we want you to be your best at work and at home. In addition to competitive compensation, we offer a Total Rewards Benefits Program to support the physical and emotional well-being of our employees and their families.

TOTAL REWARDS BENEFITS PROGRAM:

• Medical - Starting on the 1st day of employment
• Dental - Starting on the 1st day of employment
• Vision - Starting on the 1st day of employment
• Supplemental Benefits - Life, Disability, Critical Illness
• Paid Time Off
• Tuition Reimbursement
• Career Pathing
• 401(k)
• 401(k) matching

To learn more about Millstone Medical, please visit us online at www.millstonemedical.com.

ADDITIONAL INFORMATION:

Millstone Medical Outsourcing provides equal employment opportunity to all applicants and employees. No person is to be discriminated against in any aspect of the employment relationship due to race, religion, color, sex, age, national origin, ancestry, disability, sexual orientation, gender identity, genetic information, citizenship status, marital status, pregnancy, veteran status or any other status protected by applicable federal, state, or local law.

All employment offers are contingent upon successful completion of our pre-employment drug screening and background/criminal check, consistent with applicable laws.