Own a portfolio of Smart Factory accounts as the primary point of contact for operational, technical, and strategic matters
Drive adoption of core Smart Factory modules through on-site engagement, training, and change management support
Track adoption and usage metrics; identify stalled rollouts and activate recovery plans before they become retention risks
Lead renewal conversations and contract negotiations in partnership with the Account Management team
Identify expansion opportunities
additional sites, modules, or adjacent Nulogy MOS capabilities
and collaborate with Account Managers to advance them
Manage multi-site deployment sequencing for enterprise customers, ensuring each new site benefits from lessons learned across the footprint
Build multi-threaded relationships across plant managers, CI directors, operations leaders, and executive sponsors
Share best practices and win stories across the customer base to accelerate time-to-value at new accounts
Conduct regular business reviews with quantified value metrics tied to customer-defined success criteria
Conduct product demos and showcase new functionality to existing clients
Partner and collaborate with our internal teams on projects and customer-related matters
Triage technical and growth issues, coordinating across Product, Engineering, Professional Services, and Support to drive resolution

5-8+ years in manufacturing operations, CPG/supply chain, industrial, or SaaS Customer Success in industry-adjacent space
Comfort with deployment and change management in manufacturing environments
Familiarity with MES, SCADA, ERP, or production monitoring systems an asset
Lean Six Sigma training or certification (Green Belt or higher) preferred; practical experience applying CI methodologies (VSM, SMED, 5 Whys, Root Cause Analysis, Kaizen) in a manufacturing context is a strong asset

Group benefit plans including health, dental, and vision that start on day one—benefit premiums are fully paid by the employer
Parental leave: 100% top-up for 15 weeks for any parent of biological or adopted children
Flexible paid vacation policy
RRSP Matching Program, 401K program

Customer Success Manager

Key skills