Customer Success Manager | Manufacturing

Accountabilities

• • Own the overall customer success strategy, ensuring customers achieve successful adoption and productive use of enterprise products and services while maximizing business value.
  • Build and maintain trusted relationships with senior customer and partner stakeholders, acting as a strategic advisor and primary customer-facing point of contact.
  • Lead and orchestrate large virtual teams across delivery, sales, support, product, engineering, and partner organizations to coordinate customer outcomes.
  • Manage and oversee program delivery, proactively identifying delivery risks, dependencies, escalations, and opportunities for improvement across both direct and partner-led engagements.
  • Guide customers through modernization and digital transformation initiatives, helping them discover relevant capabilities, features, and services that support their strategic objectives.
  • Develop value metrics and success plans with customers or partners, using business value assessment methodologies to measure outcomes and demonstrate return on investment.
  • Lead executive steering committee meetings, communicate progress and risks to senior leadership, and ensure stakeholders remain aligned on priorities and expected outcomes.
  • Support subscription and license renewal activities by strengthening customer engagement, demonstrating realized value, and identifying opportunities to protect and grow revenue.
  • Collaborate closely with Sales to identify relevant upsell and expansion opportunities based on customer needs and demonstrated business value.
  • Gather customer feedback through voice-of-customer activities, secure customer references where appropriate, and use insights to improve the overall customer experience.
  • Navigate internal teams and resources effectively to resolve customer needs, including Support, R&D, Sales, Global Delivery, and other specialist functions.
  • Act as an advocate for customer satisfaction and loyalty, consistently looking for ways to exceed expectations and strengthen long-term partnerships.

  Requirements

  • Bachelor’s degree, master’s degree, or equivalent professional experience in a relevant field.
  • Demonstrated experience in customer-facing delivery, customer success, account management, professional services, or a related enterprise technology environment.
  • Experience working with customers in manufacturing or other complex industries, with a strong understanding of industry trends, operational KPIs, and business value drivers.
  • Strong understanding of delivery methodologies, professional services, and enterprise technology delivery models.
  • Experience managing senior and executive-level customer relationships and facilitating executive steering committees.
  • Ability to lead through influence and establish trust across internal teams, customers, and external partners without relying solely on direct authority.
  • Strong understanding of customer adoption, value realization, satisfaction, loyalty, renewals, and expansion strategies.
  • Experience developing success plans, value metrics, and measurable outcomes in partnership with customers.
  • Familiarity with subscription services and experience supporting renewal processes involving both services and software licenses.
  • Knowledge of business value assessment methodologies and tools is highly valuable.
  • Domain knowledge of enterprise business applications and experience with relevant enterprise software platforms is preferred.
  • Strong communication, active listening, interpersonal, presentation, and relationship-building skills.
  • Ability to identify risks early, coordinate complex stakeholders, and navigate multiple organizational functions to resolve issues effectively.
  • Fluency in English and the applicable local language, both written and verbal.
  • A customer-first mindset, strong commercial awareness, and genuine passion for building trusted, long-term relationships.

  Benefits

  • Competitive salary of $125,000–$140,000 plus bonus.
  • Flexible paid time off, including sick and holiday leave.
  • Medical, dental, and vision insurance.
  • 401(k) with company contribution.
  • Flexible spending accounts.
  • Life insurance and disability benefits.
  • Tuition assistance and opportunities for professional development.
  • Community involvement and volunteering opportunities.
  • Flexible and hybrid work options designed to support different needs and lifestyles.
  • An inclusive, collaborative environment that encourages innovation, connection, and belonging.