Customer Success Manager

PolyWorks USA, a subsidiary of InnovMetric Software Inc., promotes, supports, and provides training for PolyWorks 3D metrology software solutions in the United States. The Customer Success Manager will engage strategic customers, support onboarding and adoption, monitor customer health and usage data, identify risks and opportunities, and collaborate across teams to drive satisfaction, retention, renewals, 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 identifiy 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 Quaterly 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 Power BI or similar tools is an asset)
• Experience with SaaS products, renewals, usage metrics, business reviews, or multi-stakeholder environments will be considered an asset