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SaaS Customer Success (CX) Manager – PEW Logistics / Firearm Manufacturers
You should know
Location: 100% on-site in North Dallas (Galleria Towers) and/or Farmers Branch, TX
Compensation: Competitive and commensurate with experience
Citizenship Requirements: U.S. Citizen or Green Card Holder
Why this role matters
As GrabAGun continues expanding partnerships with leading firearm manufacturers, our PEW Logistics initiative is transforming how products move directly from manufacturers to customers. This role sits at the center of that ecosystem.
The Customer Success (CX) Manager serves as the primary operational point of contact for manufacturing partners, ensuring their products move smoothly through the PEW Logistics pipeline. You will help manufacturers successfully operate within the platform, manage day-to-day order operations, and coordinate across internal teams to ensure compliance, accuracy, and efficient fulfillment.
This role blends customer success, software implementation, operations, and partner relationship management, making it ideal for someone who enjoys helping partners succeed while solving operational challenges in a fast-moving eCommerce and logistics environment.
What you’ll do
- Own the day-to-day relationship with manufacturing partners, serving as their primary point of contact for order management, operational questions, and account support.
- Ensure successful order execution by coordinating fulfillment activity between manufacturers and GrabAGun’s internal teams to maintain accuracy, compliance, and delivery timelines.
- Act as the internal advocate for manufacturer partners, working closely with logistics, compliance, procurement, and marketing teams to resolve issues and keep orders moving.
- Monitor partner performance and operational health, proactively identifying issues with inventory flow, order status, or onboarding and driving resolution.
- Support manufacturer onboarding and long-term success by improving processes, maintaining documentation, and helping partners fully leverage the PEW Logistics direct-to-consumer model.
What you bring
- 5+ years' experience in customer success, account management, vendor management, or operations, preferably within a SaaS-based product environment
- Strong communication skills with the ability to manage relationships with external partners and internal stakeholders simultaneously
- Experience working with order management systems, eCommerce platforms, or logistics workflows
- High attention to detail with the ability to track multiple operational processes at once
- A proactive mindset with the ability to identify operational inefficiencies and drive improvements
Bonus if you have
- Firearm industry experience or familiarity with firearm distribution and compliance processes
- Experience in eCommerce, marketplace operations, or logistics environments
- Familiarity with inventory, procurement, or fulfillment operations
- Experience supporting B2B partners, suppliers, or manufacturers
- Comfort working in a fast-growing company environment where processes evolve quickly