Customer Success Manager

Poka is a company providing a connected worker platform for manufacturing and industrial teams, using industrial AI to improve frontline performance and operational knowledge. The Customer Success Manager will manage manufacturing customer accounts, drive adoption and measurable ROI, support continuous improvement and total productive maintenance initiatives, and guide customers through onboarding, engagement, and renewal.

Responsibilities:

• Manage a portfolio of manufacturing accounts, driving adoption, engagement and ROI across the customer lifecycle
• Build relationships with operators, supervisors, CI leads and plant managers, and grow your confidence with senior stakeholders over time
• Help customers apply Poka to their CI and TPM initiatives using our library of Playbooks and proven use cases
• Run regular check-ins and business reviews, tracking usage and the operational KPIs that matter to each site
• Spot when a customer is stuck, get to the root cause, and work with them on practical fixes
• Flag expansion opportunities to Account Managers and support renewal conversations
• Work closely with Onboarding, Support, Product and Sales so customers get a joined-up experience
• Use AI tools in your daily work, from summarising calls to preparing business reviews and analysing usage data
• Share ideas to improve CS team tools and workflows
• Travel to customer sites up to 20% of the time (typically 2 visits per quarter)

Requirements:

• 4+ years in a manufacturing environment, in roles such as Production Supervisor, CI Specialist, Process or Quality Engineer, Maintenance Planner or Operations Coordinator
• Working knowledge of Lean, CI or TPM
• Experience training people, leading improvement events or supporting a new system rollout on site
• Comfort with operational data like OEE, downtime and scrap, and the ability to explain what the numbers mean
• Solid organisation skills and the ability to keep several accounts moving at once
• Curiosity about technology and AI
• You've already tried AI tools at work and want to get better with them
• Clear written and verbal communication in English
• An understanding of English
• a Green Belt or similar is an asset
• French is a bonus