Senior Customer Success Manager

Innovapptive Inc. is a global leader in connected worker solutions, empowering large asset-intensive companies to enhance operational performance. The Senior Customer Success Manager will drive customer adoption and value realization across major enterprise accounts, ensuring maximum ROI through tailored strategies and proactive engagement with stakeholders.

Responsibilities:

• Own a portfolio of 15–20 large enterprise accounts across Oil & Gas, Chemicals, Utilities, and Manufacturing
• Lead C-level and VP-level QBRs/MBRs focused on measurable business outcomes, ROI, and value realization
• Deliver Value 360 programs that quantify financial impact (maintenance cost reduction, productivity gains, wrench time increases, schedule compliance, etc.)
• Translate product usage, ticket analytics, and AI insights into prescriptive adoption playbooks and value realization roadmaps
• Maintain a consistent cadence with customers to review adoption trends, sentiment, risks, and opportunities for deeper engagement
• Ensure customer configuration, governance, and internal processes align with Innovapptive best practices and maturity models
• Use AI-generated health scores, adoption blockers, risk insights, and QBR drafts to proactively improve customer outcomes
• Monitor customer usage metrics, identify blockers, and execute adoption programs
• Analyze product usage, NPS, and customer health signals to address dissatisfaction or risks early
• Serve as a point of escalation for customer issues and coordinate resolution with Support, Engineering, and Services
• Partner with plant leadership, maintenance managers, reliability engineers, warehouse managers, and IT teams to drive change management and operational transformation
• Collaborate closely with Product and Engineering on quality issues, feature prioritization, roadmap alignment, and defect escalation
• Provide customer insight and VOC feedback to Product, Marketing, Sales, and Support
• Communicate cross-functional improvements on behalf of customers to ensure they receive consistent, high-quality experiences across Innovapptive
• Manage renewal cycles, forecast risks, and ensure successful, on-time renewals tied to demonstrated value
• Drive cross-sell and upsell motions that contribute to strong NRR (140%+)
• Identify expansion opportunities and collaborate with Sales, Finance, Legal, and Marketing to pursue and close them
• Maintain account plans, risk mitigation strategies, and value proof points that support renewal and growth
• Build strong customer champions and executive sponsors across plants and facilities
• Identify and cultivate customers for advocacy opportunities (testimonials, case studies, reference calls, webinars)
• Represent the customer’s voice to internal teams to influence roadmap, messaging, and services
• Educate customers on best practices, product capabilities, integrations, and operational use cases
• Demonstrate product functionality and guide customers on maximizing value from the Connected Worker Platform
• Ensure customers understand the flexibility and impact of Innovapptive solutions across their operations
• Serve as the primary point of contact for day-to-day account needs and strategic discussions
• Ensure timely and effective account reviews, executive engagements, and governance meetings
• Measure customer engagement levels and provide internal teams with actionable insights for product and service enhancements
• Support miscellaneous customer initiatives and internal requests as needed

Requirements:

• Bachelor's degree in Business, Industrial Engineering, Operations Management, Supply Chain, MIS, or a related discipline, an advanced degree is a plus; or equivalent combination of education, training, and experience
• 7–12 years of Customer Success, Value Consulting, Management Consulting, or Enterprise Account Management experience in SaaS
• A minimum of 5 years of experience interacting and negotiating with C Level Execs of Fortune 500
• Experience working with large, complex industrial enterprises (Oil & Gas, Energy, Chemicals, Utilities, or Manufacturing)
• Strong operational background in Maintenance, Reliability, Operations, or EAM/ERP systems (SAP PM is a strong advantage)
• Proven ability to lead executive conversations and create compelling business cases tied to EBITDA improvement
• Clear understanding of core drivers of Customer Success
• Exceptional communication, storytelling, and stakeholder alignment skills
• Ability to analyze usage data, ticket patterns, workflows, and operational KPIs to drive adoption strategy
• Experience managing renewals, expansions, and value-based selling motions
• Strong collaboration skills working with Product, Engineering, Support, and Professional Services
• Comfortable leveraging AI tools for deck creation, insights generation, and customer messaging
• Must be authorized to work in the United States for any employer without sponsorship