Customer Success Manager (North America)

Nulogy is a manufacturing technology company focused on enhancing production processes for global brands. They are seeking a Customer Success Manager to manage a portfolio of Smart Factory accounts, ensuring platform adoption and customer satisfaction while driving revenue growth through operational engagement and account management.

Responsibilities:

• 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

Requirements:

• 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
• Exceptional communication skills across diverse audiences - Builds credibility with plant floor operators and C-suites
• Effective at leading and facilitating customer meetings
• Able to dynamically prioritize across a portfolio of approximately 30 accounts in a fast-paced, high-growth environment
• Friendly, empathetic, and composed under pressure
• Detail-oriented; strong analytical, planning, and organizational skills
• Comfortable owning GRR/NRR targets and measuring success through retention, expansion, and adoption metrics
• Able to travel up to 70%; on-site presence is central to this role
• 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
• Bachelor Degree - Business, Science, Engineering, Manufacturing, Operations Management, or a related business discipline preferred - or equivalent industry experience