About the RoleOsmo's customer programs don't end at signature - they succeed or fail in the handoff from creative work to real manufacturing. This role owns that handoff: the point where a customer's project moves from onboarding into production, fulfillment, and deployment, and where dropped threads become missed shipments.
You'll be the primary operational point of contact for customers after launch, and the person who keeps manufacturing, procurement, product development, quality, and delivery teams moving in the same direction. This is a role for someone who's tenacious about closing gaps before they become customer-facing problems, curious enough to actually understand how fragrance gets made rather than just tracking a spreadsheet of it, and kind in how they hold internal teams accountable to the commitments made to customers.
What You'll Do- Own the Customer Relationship Post-Launch - Serve as the primary operational contact for assigned customers, building trust through proactive updates rather than reactive fire drills.
- Coordinate Manufacturing Readiness - Track material availability, fragrance readiness, packaging readiness, and production milestones, and flag constraints before they become delays.
- Align Production to Customer Commitments - Keep manufacturing priorities and deployment schedules in sync with what customers were actually promised.
- Manage Orders End to End - Own customer orders from operational handoff through fulfillment, including schedule changes, order modifications, and status reporting.
- Drive Cross-Functional Execution - Coordinate across Manufacturing, Procurement, Product Development, Quality, and Turnkey Delivery, holding teams accountable to timelines and service-level commitments.
- Lead Escalations - Run execution reviews and escalation discussions when a project's milestones or a customer's expectations are at risk.
- Catch Risk Early - Identify operational risks before they hit a customer commitment, and build and coordinate the mitigation plan.
- Support Oil Shipment Planning - Coordinate readiness activities tied to oil shipments as part of the broader manufacturing handoff.
- Improve the System, Not Just the Ticket - Support new tools, reporting, and workflows that increase visibility and scalability as Osmo's customer volume grows.
Who You Are- Operationally Fluent in Manufacturing - 8+ years across customer success, operations, manufacturing coordination, supply chain, or project management, ideally in the fragrance and flavor industry.
- Comfortable in Customer-Facing and Plant-Facing Work at Once - Experience supporting customer-facing programs in manufacturing, consumer products, fragrance, or industrial environments - this isn't a pure customer-success seat or a pure production seat, it's both.
- A Relentless Closer of Loose Ends - Tenacious about tracking every open thread across procurement, production, and customer communication until it's actually resolved, not just logged.
- A Strong Cross-Functional Communicator - Excellent stakeholder management skills, with the judgment to know when to escalate and when to resolve quietly.
- Genuinely Curious About How the Product Gets Made - Wants to understand fragrance readiness and production sequencing well enough to make real calls, not just relay updates.
- Organized Under Pressure - Strong organizational and project management skills, with the ability to manage multiple customer programs simultaneously without dropping any of them.
Ways to Stand Out- Contract Manufacturing Experience - You've supported customer programs inside a contract manufacturing environment.
- Production Planning Fluency - Familiarity with production planning, order fulfillment, or S&OP processes.
- Systems Experience - Hands-on experience with ERP, CRM, and project management systems.
- Launch Experience - You've supported product launches or customer deployment programs before, not just steady-state accounts.
What Success Looks Like (First 6-12 Months)Customers feel informed, supported, and confident throughout project execution. Manufacturing priorities stay aligned with customer commitments and deployment schedules. Orders move efficiently through planning, production, and fulfillment, with risks and delays caught early and addressed proactively. Internal teams stay aligned on priorities, timelines, and responsibilities, and manufacturing readiness activities land on schedule with minimal surprises.
What We Offer- Real Growth Path - Room to grow into a broader Customer Success & Operations leadership role as Osmo's customer volume and manufacturing footprint scale.
- Competitive salary and meaningful equity in a high-growth company
- 100% company-paid dental and vision coverage for employees
- Flexible PTO and paid family leave
- 401(k) savings plan and employer match
- Catered Lunch - Mon/Wed/Fri; Newark, NJ and Brooklyn shuttles
- Commuter benefits (pre-tax transit and parking)
If this role inspires you we'd encourage you to apply. We are committed to recruiting, developing, and retaining an incredible team optimized for a diversity of thought, background, and approaches.
For all Full-Time Employees, compensation is just one component of Osmo's total rewards approach, which is designed to support the well-being, growth, and long-term success of our team members. Depending on the role, this may include base salary or contract-based pay, along with access to health, dental, and vision coverage; a 401(k) retirement savings plan with company match; flexible paid time off and company holidays; and equity or incentive compensation for eligible roles. Actual compensation will vary based on factors such as experience, skills, location, internal equity, and other relevant business considerations. Osmo regularly reviews pay ranges and compensation structures to ensure they remain competitive, equitable, and aligned with current market data.
