Customer Success Manager

Your Job The Customer Success Manager (CSM) is the primary coordination point for assigned customers once programs enter production and ongoing order fulfillment. The role creates a consistent, proactive customer experience by providing accurate order visibility, monitoring delivery performance, coordinating customer priorities, and driving timely follow-up across internal teams. The CSM does not replace the functional ownership of Customer Service, Planning, Operations, Quality, Finance, Sales, or Engineering. The CSM connects these functions around customer priorities, ensures actions have clear owners and timing, and escalates when execution is not producing the required customer outcome. The right candidate will serve as the customer's operational advocate and internal execution coordinator after programs move into production. The CSM provides proactive order visibility, drives cross-functional follow-up, monitors delivery performance, and helps customers realize consistent value from the relationship. Our Team At Molex, we create connections for life by combining innovation, engineering excellence, and superior customer experience. With presence in 40+ countries, we serve diverse markets such as data communications, consumer electronics, automotive, medical, and more. What You Will Do Customer Relationship & Success Serve as the primary day-to-day coordination point for assigned customers following qualification and production launch. Build trusted relationships with customer procurement, operations, supply chain, and program teams. Understand customer business priorities, production schedules, service expectations, and critical delivery requirements. Maintain an overall account-health view that includes delivery performance, open issues, order risks, and customer concerns. Lead proactive customer touchpoints and periodic order or account reviews. Represent the voice of the customer internally and communicate customer priorities, risks, and expected outcomes. Identify emerging needs or opportunities and transition commercial opportunities to Business Development or Sales. PO Execution & Fulfillment Oversight Provide end-to-end Purchase Order (PO) execution and fulfillment oversight for assigned accounts. Monitor customer POs from order entry through production, shipment, invoicing, and closure. Monitor VCD and On-Time Delivery (OTD) performance; identify potential misses and coordinate recovery actions with Planning, Operations, Logistics, and other functional owners. Maintain clear visibility to backlog, committed dates, delivery changes, constraints, and customer priorities. Provide customers with regular, accurate, and concise order-status reporting. Coordinate PO-level prioritization with customers and internal teams when capacity, material, or production constraints exist. Identify orders requiring escalation and ensure recovery plans include clear owners, target dates, and a customer communication cadence. Coordinate PO changes, expedites, pushouts, cancellations, and delivery adjustments through the appropriate functions. Invoice & Billing Coordination Monitor PO-level invoicing and billing status for assigned customers. Coordinate with Finance, Customer Service, and the customer to resolve invoice discrepancies, billing holds, PO mismatches, and documentation issues. Track billing actions that could affect shipment, payment, or customer satisfaction. Provide visibility to unresolved billing issues while Finance retains ownership of accounting, credit, and financial controls. Issue & Escalation Management Act as the customer-facing coordination point for fulfillment, delivery, and production-related issues. Ensure significant customer issues have a functional owner, recovery plan, target date, and communication cadence. Escalate risks before they become customer-impacting events whenever possible. Coordinate timely customer updates during supply, production, quality, or delivery disruptions. Partner with Quality on…

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