Customer Success Manager

MCS Group is a specialist recruitment firm working with an established software company that develops solutions for manufacturers in North America. They are seeking a Customer Success Manager to build relationships with enterprise manufacturing customers, improve platform adoption, and identify opportunities for continuous improvement.

Responsibilities:

• Manage a portfolio of enterprise manufacturing customers
• Build long-term relationships with key stakeholders
• Support customer onboarding, adoption and ongoing success
• Deliver training and best practice guidance
• Identify operational challenges and recommend solutions
• Work closely with Product, Support and Account Management teams
• Conduct business reviews and help customers maximise ROI
• Identify growth opportunities before handing over to the Account Management team

Requirements:

• around 5 -8 years' experience in Customer Success, Account Management or a similar customer-facing role (flex on this)
• Experience working within Manufacturing, Supply Chain or Industrial software
• SaaS experience
• Comfortable working directly with manufacturing and operations teams on-site
• Excellent communication and relationship-building skills
• Willingness to travel extensively to customer sites
• Experience with ERP, MES, SCADA or Manufacturing Execution Systems
• Continuous Improvement or Lean Six Sigma experience
• Manufacturing operations or plant floor experience