Manager, Customer Success & Manufacturing Readiness

Who we are at Osmo:

Osmo is the Olfactory Intelligence company, on a mission to give AI a sense of smell to improve the health and wellbeing of human life. Why? Our sense of smell has the ability to delight us, protect us, and heal us.

Olfactory Intelligence has applications across industries including fragrance, manufacturing, security, medicine, and more. We believe in the power of automation and thoughtfully applied AI/ML to solve problems beyond the reach of human intuition alone.

We're headquartered in Elizabeth, NJ, with an additional office in Somerville, MA. We provide complimentary shuttle service from Brooklyn and Newark, NJ.

About the Role

Osmo'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 Oil, 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:

Competitive salary and meaningful equity in a high-growth company

Comprehensive medical coverage, including a $0 employee premium plan option

100% employer paid dental and vision coverage for employees and their families

401(k) retirement plan with employer matching contributions

Flexible PTO including a paid winter closure

12 weeks of fully paid parental leave, plus mental health and wellness support

Catered Lunch — Mon/Wed/Fri

Employee Shuttles from Newark, NJ and Brooklyn, NY and commuter benefits

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.

Every posting lists the pay range and benefits for that role. Where you land in the range depends on skills, experience, scope, and internal equity. Full time employees receive a total rewards package that includes medical, dental, and vision coverage, a healthcare FSA, a 401(k) with company match, flexible paid time off, paid family leave, company holidays, and commuter benefits. Eligible roles also receive equity, which is subject to the terms of the equity plan and board approval and is not guaranteed. Applicants and employees may ask about and discuss their pay without retaliation.

Equal Employment Opportunity: Osmo is an equal opportunity employer. We hire, develop, and promote based on skills, experience, and potential, without regard to race, color, creed, religion, national origin, nationality, ancestry, citizenship status, age, sex, pregnancy, childbirth, breastfeeding and related conditions, gender identity or expression, transgender status, sexual orientation, marital, civil union, or domestic partnership status, familial or caregiver status, disability, genetic information, atypical hereditary cellular or blood trait, military or veteran status, liability for military service, hair texture or protective hairstyle, arrest or conviction record consistent with applicable law, unemployment status, or any other characteristic protected by federal, state, or local law. This commitment covers every part of employment, including hiring, job assignment, compensation, discipline, benefits, and training.

Accommodations: If you need an accommodation to apply or interview, tell us at [email protected]. Your request is confidential and will not affect how we evaluate you. Please reach out before your first interview so we can plan with you.

Recruiting & Staffing Agencies: Osmo does not accept unsolicited resumes from agencies. Please do not send resumes to Osmo employees or any Osmo address. Osmo is not responsible for fees on unsolicited submissions unless the Talent Acquisition team has engaged you directly in writing.

Work authorization: Applicants must be legally authorized to wo