Customer Success Manager, DeductionsLink

Position Summary:
The Customer Success Manager (CSM) for DeductionsLink is responsible for managing and growing client relationships within Inmar’s DeductionsLink business. This role serves as the primary point of contact for assigned CPG manufacturer accounts, ensuring clients receive consistent value from our deduction management platform.

The CSM acts as a strategic advisor to client finance and AR leaders, translating operational performance into actionable insights while partnering with our AR Services team to ensure high-quality execution.

This is a relationship-driven, performance-oriented role focused on retention, client satisfaction, and service excellence.
Primary Accountabilities:

• Serve as the primary relationship owner for assigned DeductionsLink CPG clients
• Lead client onboarding and establish operational alignment
• Deliver monthly and quarterly performance reporting, including deduction trends, aging insights, and SLA adherence
• Lead Quarterly Business Reviews (QBRs) with client finance and AR leadership
• Proactively monitor account health, identify risks to retention or performance, and drive cross-functional resolution to protect and expand client relationships
• Partner closely with AR Services to ensure consistent service delivery
• Act as escalation point for client concerns or service gaps
• Identify opportunities to improve client processes and enhance value realization
• Collaborate with Product and Data teams to communicate client feedback and enhancement requests
• Analyze deduction activity, aging trends, and dispute data to validate service performance and partner with AR Services on continuous improvement initiatives
• Maintain accurate documentation of client interactions, action plans, and reporting

Key Performance Indicators (KPIs):

• Client Retention Rate
• Onboarding Completion Time
• Monthly Reporting Timeliness
• Client Request Resolution Time
• QBR Completion Rate

Desired Individual Qualities:

• Diligent,  detail-obsessed, and deadline-driven
• Financial acumen and understanding of CPG AR processes
• Highly proactive with a customer first mentality
• Strong team collaborator who communicates clearly and effectively
• Analytical thinker who can interpret data to extract insights
• Resourceful problem solver with a positive attitude

Additional Responsibilities:

• Performs other duties as assigned
• Complies with all policies and standards

Required Qualifications:

• Bachelor’s Degree
• 5+ years of experience in Customer Success, Account Management, or client-facing roles within a Deductions Management, AR/AP, or ERP-based solutions environment ; or any equivalent combination of experience and training that provides the required knowledge, skills, and abilities needed to complete the major responsibilities/essential functions of the position
• Experience working with CPG manufacturers strongly preferred
• Experience working to promote value through customer experience
• Exceptional ability to communicate and foster positive business relationships.
• Ability to manage multiple client relationships in a fast-paced environment

Physical Demands
The physical demands described here are representative of those that must be met by an associate to successfully perform the major job responsibilities (essential functions) of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the major job responsibilities. This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job.

• Use Hands to Handle Objects - Regularly
• Reach with Hands or Arms - Regularly
• Talk or Hear and Read Instructions - Regularly
• Stand, Kneel, or Stoop and Lift 20 Pounds - Occasionally
• View Items at a Close Range - Regularly

Rarely: Job requires this activity up to 25% of the time
Occasionally: Job requires this activity between 25% - 50% of the time
Frequently: Job requires this activity between 50% - 75% of the time
Constantly: Job requires this activity more than 75% of the time
Individual Competencies

• Integrity: Able to communicate well in straight-forward situations.
• Teamwork: Advanced communication skills used to lead a team.
• Adaptable: Arrives at a conclusion based on previous experiences and good judgment.
• Curious: Assesses circumstances using experience and a variety of information gathered.
• Analytical and Critical Thinking: Communicates using persuasion and authority.
• Problem Solving: Completes routine and repetitive tasks where tasks are straightforward.
• Innovative: Arrives at decision using analytical thought.

As an Inmar Associate, you:

• Put clients first and consistently display a positive attitude and behaviors that demonstrate an awareness and willingness to listen and respond to clients in order to meet their short-term and long-term needs, requirements and exceed their expectations.
• Treat clients and teammates with courtesy, consideration and tact; you also have the ability to perceive the needs of internal and external clients and communicate effectively with the objective of delighting and retaining the client.
• Build collaborative relationships and work cooperatively with others, inside and outside the organization, to accomplish objectives, develop and maintain mutually beneficial partnerships, leverage information and achieve results.
• Set and attain achievable, yet aggressive, goals with a sense of urgency and accountability.
• Understand that results are important and focus on turning mission into action to achieve results following the principles of Flawless Execution while consistently complying with quality, service and productivity standards to meet deadlines and exceed expectations by giving our clients the best possible outcome.
• Support a safe work environment by following safety rules and regulations and reporting all safety hazards.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance

• Basic and Supplemental Life Insurance options

• 401(k) retirement plans with company match

• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays

• Family-building benefits, including Maternity, Adoption, and Parental Leave

• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning

• Wellness and Mental Health counseling services

• Concierge and work/life support resources

• Adoption Assistance Reimbursement

• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

We are an Equal Opportunity Employer, including disability/vets.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.

At Inmar, we put people first and that means empowering our associates to thrive at every stage of life and career. Our comprehensive and competitive benefits package is thoughtfully designed to support a wide range of lifestyles and life stages.

Eligible associates have access to:

• Medical, Dental, and Vision insurance

• Basic and Supplemental Life Insurance options

• 401(k) retirement plans with company match

• Health Spending Accounts (HSA/FSA)

We also offer:

• Flexible time off and 11 paid holidays

• Family-building benefits, including Maternity, Adoption, and Parental Leave

• Tuition Reimbursement and certification support, reflecting our commitment to lifelong learning

• Wellness and Mental Health counseling services

• Concierge and work/life support resources

• Adoption Assistance Reimbursement

• Perks and discount programs

Please note that eligibility for some benefits may depend on your job classification and length of employment. Benefits are subject to change and may be governed by specific plan or program terms.

At Inmar, compensation reflects our belief in integrity, transparency, and the value of individual contributions. The hiring range for this position is:

The final offer may vary based on factors such as geographic location, job-related skills, education, certifications, work experience, and other relevant considerations.

Depending on the job level and role, it may include:

• Annual discretionary bonuses through our Core Company Performance Bonus Plan

• Equity grants, sign-on bonuses, and other tailored incentive opportunities

• Additional discretionary compensation, such as:

  • Growing Revenue Incentives

  • Corporate or VIP Bonuses

  • Deferred compensation opportunities

The actual annualized salary offered at the time of hire will be communicated in the candidate’s offer letter. We remain committed to fairness and transparency across all locations. Where required, including for remote-eligible roles, local pay ranges are disclosed in accordance with applicable laws and regulations.

We are an Equal Opportunity Employer, including disability/vets.

Recruitment Fraud Notice: Recruitment fraud is an increasingly common scam where individuals pose as employers to offer fictitious job opportunities. Scammers sometimes impersonate Inmar recruiters on LinkedIn and other channels. We will never ask for payment or sensitive personal information during the hiring process. Verify any role on our official Workday Careers site and learn how to spot scams in our full notice.

This position is not eligible for student visa sponsorship, including F-1 OPT or CPT. Candidates must have authorization to work in the U.S. without the need for employer sponsorship now or in the future.