As THE leader in transit technology, Hitachi Mobility Multimodal Solutions (HMMS - formerly known as Clever Devices) vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a Senior Customer Success Manager to join our team.
The Senior Customer Success Manager plays a critical leadership role in driving exceptional delivery and long-term success across HMMS' most complex and high-impact client engagements. With deep expertise in customer success strategy, operational execution, and stakeholder influence, this leader ensures seamless delivery of managed services while championing customer satisfaction, retention, and advocacy.
Serving as the primary operational liaison, they translate customer needs into actionable insights and partner cross-functionally to align service execution with strategic objectives. This includes managing customer contracts to ensure compliance with service level agreements, meeting with the product management team to drive product enhancements, guiding and delivering deployment forecasts within budget, technical and schedule scope, shaping preventive maintenance plans, driving process improvements, and enhancing service delivery standards.
The Senior CSM is responsible for managing service escalation, ensuring timely resolution and clear communication by coordinating response strategies with extreme precision across internal teams and client stakeholders. By identifying emerging service trends and influencing continuous improvement initiatives, they uphold HMMS' commitment to service excellence and help future-proof client success.
This position is accountable for managing relationships and service performance for the company’s most demanding and strategically significant clients, requiring high emotional intelligence, strong operational acuity, and proactive leadership.
Primary Responsibilities:
HMMS, (Hitachi Rail CD U.S. Ltd.) is an Affirmative Action/Equal Opportunity Employer
The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate’s experience, skills, training, education and/or physical location; internal equity; and budget.
In addition, HMMS, (Hitachi Rail CD U.S. Ltd.) offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.
This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.
