Driving customer outcomes by blending traditional relationship management with a modern, scalable approach.
Managing accounts and helping build the engine that drives success across a broader customer base.
Engaging with customers via video, email, and digital channels, leveraging AI-driven tools to augment reach and maximize customer ROI.
Working cross-functionally with Account Management, Product, and Marketing to create a seamless, AI-enhanced 'tech-touch' experience.
Creating resources that empower customers to help themselves, intervening personally for high-value strategic moments.

Bachelor’s Degree (BA/BS) or equivalent work experience required.
3+ years of experience in SaaS technical support (help desk) or software implementation
2+ years of experience supporting manufacturing industry customers
2+ years of experience with Quality Management Software (QMS)
Working knowledge of ERP, MES and related systems
Experience with Statistical Process Control (SPC) and OEE.
Experience with safety, quality and compliance systems.
Experience presenting, training and demoing software to groups
Experience using CRM and help desk ticketing systems (Hubspot a plus)
Ability to travel to customer sites (20%).

Customer Success Manager – Digital Scale Focus

Key skills