Galderma · 12 hours ago
Manager Customer Success
Fort Worth
Full-time
Hybrid
Senior Level
5+ years expGalderma Laboratories is committed to becoming the leading dermatology company in the world, offering a unique breadth of integrated products. The Senior Manager of Customer Success will lead customer engagement and operational excellence across various channels, ensuring exceptional support and optimizing customer satisfaction and commercial performance.
Pharmaceuticals
Responsibilities
Serve as the senior relationship leader for CPG, eCommerce, and prescription/aesthetic customers, building deep partnerships based on understanding customer strategies and priorities
Lead customer-facing execution across the full value chain including forecast alignment, demand planning, commercialization inputs, fulfilment, logistics, and returns
Develop and execute customer-specific supply chain strategies that improve availability, cost-to-serve, and operational performance
Partner with digital commerce and marketplace teams to ensure strong operational performance across DTC, retail.com, and omnichannel environments
Lead, coach, and develop a high‑performing team responsible for customer operations strategy and service delivery
Monitor key digital operations metrics and lead cross-functional actions to optimize customer experience and performance across online channels
Support commercial growth through alignment on product launches, promotions, and channel initiatives across mass, specialty, DTC, and aesthetic businesses
Integrate omnichannel and eCommerce operational requirements into forecasting, fulfillment, content readiness, and post‑purchase workflows
Manage departmental budgets and allocate resources to support operational performance, customer needs, and business priorities
Qualification
Required
Bachelor's degree in Business, Supply Chain, Logistics, or a related field required
5+ years of progressive experience in Customer Success, Customer Operations, Customer Service, Supply Chain, or Account Management within CPG, pharmaceutical/prescription, beauty, health/wellness, eCommerce, or aesthetics industries
3+ years of people management experience required, with proven ability to lead teams and cross-functional project groups, including non-direct reports
Strong knowledge of CPG industry principles, retail operations, eCommerce ecosystems, and regulated product requirements such as PDMA
Demonstrated ability to drive measurable improvements in OTIF, fill rate, deductions, forecasting alignment, cost‑to‑serve, and overall customer experience
Experience leading end-to-end process design, operational transformation, and continuous improvement initiatives across cross-functional teams
Proficiency with Lean, Six Sigma, business process management, continuous improvement, and value stream mapping methodologies
Experience with order management systems and ERP platforms; strong proficiency in Microsoft Office (Word, Excel, Teams), Power BI dashboards and reporting/analytics tools
Strong cross-functional leadership and collaboration skills with the ability to influence across Sales, Supply Chain, Marketing, Quality, and external customers
Analytical, strategic, and operationally minded, with excellent communication, problem‑solving, and decision‑making capabilities
Preferred
Master's degree (MBA) preferred
Benefits
Competitive wage with shift differential
Annual bonus opportunities
Career advancement and cross-training
Company
Galderma
Galderma is the leading company solely dedicated to skin and advancing the future of dermatology.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Tom Christenson
Chief Financial Officer
Wendy Johnson
Vice President Strategic Partnerships and Professional Relations
Company data provided by crunchbase