Customer Success Manager

This is a fully remote position, open to applicants in Canada.

📋 Description

• Take charge of a portfolio of Smart Factory accounts, serving as the primary liaison for operational, technical, and strategic issues.

• Promote the adoption of essential Smart Factory modules through on-site interactions, training sessions, and change management assistance.

• Monitor adoption and usage metrics; pinpoint stalled rollouts and implement recovery plans proactively to mitigate retention risks.

• Facilitate renewal discussions and contract negotiations in collaboration with the Account Management team.

• Discover expansion opportunities—such as additional sites, modules, or related Nulogy MOS capabilities—and work alongside Account Managers to progress them.

• Oversee the sequencing of multi-site deployments for enterprise clients, ensuring that each new site leverages insights gained from the overall experience.

• Cultivate multi-layered relationships with plant managers, CI directors, operations leaders, and executive sponsors.

• Disseminate best practices and success stories throughout the customer base to expedite time-to-value for new accounts.

• Conduct regular business reviews that include quantified value metrics linked to customer-defined success criteria.

• Provide product demonstrations and present new functionalities to existing clients.

• Collaborate and partner with our internal teams on projects and customer-related initiatives.

• Address technical and growth challenges by coordinating with Product, Engineering, Professional Services, and Support to achieve resolutions.

⛳️ Requirements

• 5-8+ years of experience in manufacturing operations, CPG/supply chain, industrial, or SaaS Customer Success in a related field.

• Proficient in deployment and change management within manufacturing settings.

• Knowledge of MES, SCADA, ERP, or production monitoring systems is advantageous.

• Preferred qualifications include Lean Six Sigma training or certification (Green Belt or higher); practical experience with CI methodologies (VSM, SMED, 5 Whys, Root Cause Analysis, Kaizen) in a manufacturing context is a significant asset.

🏝️ Benefits

• Comprehensive group benefit plans encompassing health, dental, and vision that commence on day one—premium costs are entirely covered by the employer.

• Parental leave: 100% salary top-up for 15 weeks for any parent of biological or adopted children.

• Flexible paid vacation policy.

• RRSP Matching Program and 401K program.