Customer Success Manager - USA

PolyWorks Europa is a subsidiary of InnovMetric Software Inc., a leading provider of universal 3D metrology software solutions. They are seeking a Customer Success Manager responsible for proactive customer engagement, personalized guidance, and cross-functional collaboration to support customer success, satisfaction, retention, and long-term growth.

Responsibilities:

• Support the onboarding of strategic accounts and help define customer success objectives
• Monitor product adoption, usage data, and customer health indicators to identify opportunities for increased engagement and value realization
• Proactively identify underutilized features and provide guidance, share best practices and recommendations to help customers get more value from our solutions
• Plan and lead regular customer check-ins and Quarterly Business Reviews to assess progress, align on objectives, and identify opportunities for continued success
• Act as the voice of the customer by sharing feedback with internal teams to drive continuous improvement
• Identify at-risk accounts and coordinate actions to address potential issues before renewals
• Highlight the value and return on investment delivered by our solutions
• Collaborate with sales, solution architecture, deployment, product management, and development teams to align customer objectives with concrete adoption plans

Requirements:

• Hold a relevant university degree in business administration, sales, marketing, engineering, computer science, or another related field
• Have significant experience in customer success, strategic account management, project management, software adoption, solution deployment, sales, or another client-facing strategic role
• Demonstrate strong communication skills and the ability to build trusted customer relationships
• Be comfortable analyzing usage data, customer health indicators, adoption metrics, and business outcomes
• Show strong organizational skills, rigor, and the ability to coordinate several stakeholders and priorities at once
• Be proactive, solution-oriented, and comfortable identifying risks and addressing customer challenges
• Have technical curiosity and the ability to explain the value of software solutions to different audiences
• Be comfortable using data tracking, analysis, and presentation tools
• Experience with SaaS products, renewals, usage metrics, business reviews, or multi-stakeholder environments will be considered an asset
• Experience with Power BI or similar tools is an asset