Customer Service Manager

Hybrid - In office Tuesday-Wednesday-Thursday

About Thomas Scientific

Thomas Scientific is a leading distributor of laboratory equipment, chemicals, and supplies, serving research, industrial, government, and academic customers worldwide. For over 125 years, we've helped scientists and researchers focus on their work by making it easier to find, order, and receive the products they need.

Position Summary

The Customer Experience Manager – Strategic is responsible for elevating the end-to-end customer journey for Thomas Scientific's most important and highest-value accounts. This role owns the strategic relationship between CX operations and key stakeholders — identifying friction points, designing proactive service models, and partnering cross-functionally with Sales, & Operations to ensure strategic customers receive consistently exceptional experience. This is a senior individual contributor or team-lead role focused on strategy, process design, and executive-level relationship management, rather than day-to-day ticket handling.

Key Responsibilities

Strategic Account Experience

• Serve as the CX owner for a portfolio of strategic/key accounts, ensuring their experience across ordering, fulfillment, support, and account management is proactive and frictionless.
• Build and maintain strategic account experience plans, including service level commitments, escalation protocols, and success metrics.
• Act as an executive point of contact for CX-related issues on strategic accounts, partnering with Sales leadership on renewal and growth conversations.

Voice of the Customer & Insights

• Analyze customer feedback, NPS/CSAT data, support tickets, and order/fulfillment data to identify systemic pain points affecting strategic accounts.
• Translate customer insights into actionable recommendations for Operations, Product, and IT teams.
• Present regular CX health reports and strategic account risk/opportunity analysis to leadership.

Process & Program Design

• Design and implement proactive service models (e.g., dedicated support tiers, account health scorecards, early-warning escalation triggers) for strategic customers.
• Lead cross-functional initiatives to improve self-service tools, order accuracy, and communication cadence for strategic customers.

Cross-Functional Leadership

• Collaborate with Sales, Marketing, IT, and Operations to ensure strategic account needs are represented in broader CX and business initiatives.
• Champion a customer-first culture, mentoring frontline CX teams on best practices for handling high-value/high-complexity accounts.
• Manage escalations that require cross-departmental coordination, driving issues to resolution with urgency and clear communication.

Qualifications

Required

• Bachelor's degree in Business, Communications, or related field, or equivalent experience.
• 5+ years of experience in customer experience, account management, or customer success, ideally in distribution, B2B, or scientific/industrial supply industries.
• Demonstrated experience managing relationships with large, strategic, or enterprise-level accounts.
• Strong analytical skills; comfortable working with CRM, order management, and support ticketing data to identify trends.
• Excellent communication and executive presence; able to represent CX priorities to senior leadership and key customers.
• Proven ability to lead cross-functional projects without direct authority.

Preferred

• Experience in laboratory, life sciences, chemical distribution, or scientific supply industries.
• Familiarity with CRM platforms (e.g., Salesforce), ERP/order management systems, and CX analytics tools.
• Background in process improvement methodologies (Lean, Six Sigma, or similar).

Benefits
Medical/Dental/Vision/401k matching
PTO
Salary

Thomas Scientific is an equal opportunity employer. We celebrate diversity and are committed to creating an inclusive environment for all employees.