Customer Success & Commercialization Manager

Role Overview

Intelligent Blends is seeking a Customer Success & Commercialization Manager to own the end-to-end execution of customer product launches—from initial concept through full-scale production—while serving as the primary point of contact for key accounts.

This role sits at the center of our business, acting as the bridge between customers and internal teams to ensure successful product commercialization, seamless execution, and long-term account growth. You will lead cross-functional initiatives across R&D, Operations, Procurement, Quality, and Sales to deliver products on time, within budget, and to exact customer specifications.

The ideal candidate is a highly organized, detail-oriented operator with strong project management skills, a customer-first mindset, and the ability to drive outcomes across multiple stakeholders.

What Success Looks Like (First 6–12 Months)

• Successfully launch multiple new products and packaging formats on time and within specification
• Build strong, trusted relationships with key customer accounts
• Reduce delays, errors, and inefficiencies in the commercialization process
• Improve visibility into project timelines, risks, and account performance
• Establish and refine scalable processes for concept-to-commercialization workflows

Key Responsibilities

Commercialization & Project Management

• Own the end-to-end commercialization process for new product launches, product transitions, and packaging updates
• Translate product introduction requirements into structured, actionable project plans
• Define and manage project timelines, milestones, and deliverables to ensure successful execution
• Identify risks early and proactively drive solutions to keep projects on track
• Lead and continuously improve the Concept-to-Commercialization process to increase efficiency and scalability

Customer & Account Ownership

• Serve as the primary point of contact for assigned customer accounts across all stages of the product lifecycle
• Own communication with customers, ensuring alignment on requirements, timelines, and deliverables
• Resolve issues and escalations quickly while maintaining a high level of customer satisfaction
• Proactively build long-term relationships to increase customer retention and loyalty
• Maintain visibility into account performance, inventory, and forecasts to prevent disruptions
• Support and help coordinate Quarterly Business Reviews (QBRs) for key accounts
• Analyze customer feedback and performance metrics to identify opportunities for improvement

Cross-Functional Execution

• Act as the central hub between R&D, Procurement, Quality Assurance, Production, and Sales
• Lead cross-functional alignment meetings to ensure all teams are prepared for upcoming production runs
• Collaborate with Packaging Engineering and Design to ensure packaging and artwork meet production requirements and timelines
• Manage Bill of Materials (BOM) and product specification approval processes
• Plan and execute commercial trials for new products
• Participate in Sales & Operations Planning (S&OP) to ensure new product requirements are reflected in production schedules and material planning (MRP)

Qualifications & Skills

Education

• Bachelor’s degree in Business, Operations, Engineering, or a related field
• PMP certification is a plus, but not required

Experience

• 5+ years of experience in commercialization, product development, operations, or related roles within a CPG environment
• Experience in coffee, beverage, food manufacturing, or co-manufacturing strongly preferred
• Experience managing products for major retailers and/or e-commerce channels is a plus

Technical & Process Skills

• Strong understanding of product lifecycle management and go-to-market execution
• Experience with project management tools (Smartsheet preferred)
• Familiarity with ERP systems, CRM platforms, and data-driven decision-making
• Experience with product specifications, master data management, and commercialization workflows

Core Competencies

• Excellent communication and stakeholder management skills
• Strong attention to detail and organizational ability
• Ability to influence cross-functional teams without direct authority
• Proactive problem-solving mindset with a strong sense of ownership
• Ability to manage multiple projects and priorities in a fast-paced environment
• High level of empathy and customer-centric thinking