Manager Customer Success

Galderma • Fort Worth, TX

2d • Hybrid

About The Position

Galderma is the emerging pure-play dermatology category leader, present in approximately 90 countries. We deliver an innovative, science-based portfolio of premium flagship brands and services that span the full spectrum of the fast-growing dermatology market through Injectable Aesthetics, Dermatological Skincare and Therapeutic Dermatology. Since our foundation in 1981, we have dedicated our focus and passion to the human body's largest organ - the skin - meeting individual consumer and patient needs with superior outcomes in partnership with healthcare professionals. Because we understand that the skin, we are in shapes our lives, we are advancing dermatology for every skin story. We look for people who focus on getting results, embrace learning and bring a positive energy. They must combine initiative with a sense of teamwork and collaboration. Above all, they must be passionate about doing something meaningful for consumers, patients, and the healthcare professionals we serve every day. We aim to empower each employee and promote their personal growth while ensuring business needs are met now and into the future. Across our company, we embrace diversity and respect the dignity, privacy, and personal rights of every employee. At Galderma, we actively give our teams reasons to believe in our bold ambition to become the leading dermatology company in the world. With us, you have the ultimate opportunity to gain new and challenging work experiences and create an unparalleled, direct impact. Job Title: Manager, Customer Success Supply Chain Location: Ft. Worth, TX / (Hybrid) Job Description: The Senior Manager of Customer Success leads the design, execution, and delivery of strategic customer engagement and operational excellence across CPG, eCommerce, and Prescription/Aesthetics channels. This role oversees customer-facing operations across the entire value chain, upstream and downstream, ensuring exceptional end‑to-end support, optimizing cost‑to‑serve, and elevating customer satisfaction and commercial performance. As a key connection point between customers and internal partners, the position drives collaborative initiatives, ensures solution adoption, and strengthens long‑term partnerships through sophisticated cross‑functional collaboration with Sales, Supply Chain, Marketing, and Quality.

Requirements

• Bachelor’s degree in Business, Supply Chain, Logistics, or a related field required; Master’s degree (MBA) preferred.
• 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.

Nice To Haves

• Master’s degree (MBA) preferred.

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.

Benefits

• You will be working for an organization that embraces diversity & inclusion and believe we will deliver better outcomes by reflecting the perspectives of our diverse customer base.
• You will also have access to a range of company benefits, including a competitive wage with shift differential, annual bonus opportunities and career advancement and cross-training.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level