Customer Success Operations Manager, Customer Digital Products

Merck Group$87K — $131K *
Consumer Technology
Less than 5 years of experience
Job Overview by Ladders

Qualifications

  • Bachelor's degree in business management, marketing, engineering, biotechnology, or related field.
  • 3+ years in B2B customer success, sales, product management, or strategic planning.

Responsibilities

  • Support go-to-market activities, including pipeline tracking and customer outreach.
  • Drive customer base growth and retention through engagement efforts.
  • Capture and analyze customer and sales insights to support evidence-based selling.
  • Explore data for storytelling and impact measurement, managing customer success dashboards.
  • Document and enhance operational workflows for commercial teams.
  • Lead assigned customer success and value-realization projects for CDP leadership.
  • Facilitate internal communications and assist with external communications as needed.

Benefits

  • Health insurance coverage.
  • Paid time off (PTO) for personal time and vacations.
  • Retirement contributions to support long-term financial health.
  • Additional employee perks to enhance job satisfaction.
Full Job Description
Your Role:

Help customers realize more value from the digital products shaping the future of Process Solutions. As Customer Success Operations Manager within the Customer Digital Products (CDP) organization, you will partner with senior customer success and commercial colleagues to strengthen customer engagement, support growth, and turn customer insight into measurable business impact. You will:

  • Support go-to-market and commercial activities, including pipeline tracking, customer outreach preparation, and follow-up coordination.
  • Help grow and retain the CDP customer base through direct and indirect customer engagement.
  • Capture the Voice of Customer, value narratives, success rates, and Voice of Sales insights to enable evidence-based selling.
  • Explore data to identify compelling stories, expand impact measurement, and own customer success dashboards.
  • Improve and document operational workflows for commercial teams and the wider CDP organization.
  • Lead customer success and value-realization projects assigned by CDP leadership.
  • Coordinate internal communications and support external communications when needed.


Who You Are

Minimum Qualifications:
  • Bachelor's degree in business management, marketing, engineering, biotechnology, or a related discipline.
  • 3+ years of experience in a B2B environment, ideally spanning customer success, sales, product or business management, strategic planning, or commercial execution in a digital space.


Preferred Qualifications:
  • Experience with opportunity tracking and CRM/SFDC.
  • Strong communication, business acumen, organization, influencing, and project leadership skills.
  • Comfort working with data, analytics tools, and cross-functional teams in a multicultural, matrix organization.
  • A growth mindset and the ability to turn insight into action.
  • Experience with digital-service business and go-to-market models is an advantage.


Pay Range for this position: $87,800 - $131,600

The offer range represents the anticipated low and high end of the base pay compensation for this position. The actual compensation offered will be determined by factors such as location, level of experience, education, skills, and other job-related factors. Position may be eligible for sales or performance-based bonuses. Benefits offered by the Company include health insurance, paid time off (PTO), retirement contributions, and other perquisites. For more information click here.

About Merck Group

Merck Group Careers

There has never been a more opportune time to join Merck Group, a leading science and technology company in healthcare, life science, and performance materials. Merck Group offers a plethora of job opportunities that cater to a variety of skills and professional aspirations, making it an ideal environment for both seasoned experts and those at the start of their career journey.

Work You’ll Do

At Merck Group, every team member contributes to breakthrough innovations in healthcare, life sciences, and electronics. The company's commitment to diversity and innovation fuels its leadership in various sectors, driving growth and transformation globally. Merck Group’s career paths are diverse, offering positions that challenge individuals to use their skills in new ways every day, supported by robust training programs and development opportunities.

Explore Job Opportunities and Growth

Merck Group is not just about jobs; it's about building a career. With a vast array of positions, from research and development to marketing and sales, the company is keen on hiring and nurturing talent to lead industry transformation. Merck Group’s dedication to professional growth is evident in its comprehensive benefits package and performance management processes that aim to maximize individual potential.

Internship Programs

Starting with an internship at Merck Group can be a pivotal step in securing a prosperous career. Interns gain invaluable industry experience, working alongside seasoned professionals and engaging in projects that offer real-world applications of their studies. Internships often lead to full-time employment opportunities, providing a seamless transition from education to professional employment.

Inclusive Culture and Leadership

Merck Group is proud of its inclusive culture that embraces diversity and fosters an environment where all employees can thrive. The company’s leadership is committed to creating a workplace where diverse ideas lead to innovative outcomes. Merck Group also offers diversity training to ensure all team members are equipped to contribute to the company’s inclusive goals.

Networking and Professional Development

Employees at Merck Group are encouraged to engage in networking and professional development activities that enhance their career trajectories. The company hosts various networking events, workshops, and seminars that are designed to hone skills and foster connections within the industry. Leadership development programs are also a cornerstone, preparing employees for future roles of increased responsibility.

Stay Connected with Merck Group Careers

Interested candidates can explore open positions that match their skills and interests through the Merck Group careers page. The company values curious, creative, and solution-driven team players who are eager to make an impact.

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READ CAREERS BLOG

Merck Group is continuously looking for individuals who are ready to drive innovation and lead in the global marketplace. Whether through full-time positions, internships, or leadership roles, Merck Group offers a career path filled with opportunities for growth, learning, and leadership.
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