Customer Success Manager

Role Overview

• Own and manage a portfolio of strategic enterprise manufacturing customers.
• Develop a deep understanding of each customer’s operational environment, business objectives, production KPIs, and digital transformation priorities.
• Build strong, multi-level relationships across technical users, operational leaders, and executive sponsors to position NWA as a long-term strategic partner rather than a software vendor.
• Lead customers through onboarding and early adoption in close collaboration with implementation and technical teams.
• Ensure that customers clearly understand how to apply the platform to real operational challenges.
• Monitor usage, engagement trends, and outcome metrics to proactively identify adoption gaps.
• Drive structured engagement through regular touchpoints, business reviews, and performance discussions to ensure measurable ROI.
• Take ownership of renewal strategy and execution across your assigned accounts.
• Develop renewal plans well in advance, identifying potential risks and creating mitigation strategies early.
• Maintain clear visibility into customer health indicators such as adoption, stakeholder engagement, and business impact to reduce churn risk.
• Identify and develop growth opportunities within existing accounts by uncovering additional use cases, business units, plants, or geographic locations where NWA can deliver value.
• Partner with Sales to structure and close expansion opportunities while maintaining strong executive alignment.
• Serve as a trusted advisor to senior stakeholders by connecting analytics capabilities to high-level business outcomes such as quality improvement, yield optimization, cost reduction, and process standardization.
• Ensure customers feel heard and represented within the organization.
• Work closely with Sales, Product, Engineering, and Leadership to ensure a seamless customer lifecycle from post-sale onboarding through renewal and expansion.

Requirements

• 7+ years of experience in Customer Success, Enterprise Account Management, or post-sales SaaS roles, with demonstrated success managing complex, high-value accounts.
• Proven experience driving customer retention and generating expansion revenue through cross-sell and upsell initiatives within existing accounts.
• Background in consultative or solution-based SaaS sales is strongly preferred, particularly in roles involving renewal ownership or account growth.
• Experience working with manufacturing, industrial, chemical, pharmaceutical, or similarly complex operational environments is highly desirable.
• Strong commercial acumen with the ability to identify revenue opportunities through business insight rather than transactional selling.
• Excellent communication and presentation skills, with experience engaging senior operational and executive stakeholders.
• Strong analytical skills with the ability to interpret usage data, customer metrics, and business performance indicators to guide strategy.
• Proficiency with CRM systems (e.g., Salesforce) and familiarity with SaaS performance metrics such as ARR, churn, NRR, and adoption metrics.
• Bachelor’s degree in Business, Engineering, or a related field; advanced degrees or certifications are a plus.

Benefits

• Competitive salary commensurate with experience.
• Opportunities for career advancement and professional development.
• Experience collaborating with a diverse, global team within a remote work setting.
• Comprehensive Health Benefits to support your wellbeing and peace of mind.
• Employer contributions to your RRSP