Customer Success Manager (NCS/Job/ 3981)

What you’ll do
• Be the customer’s voice post-sale. Own the relationship after the deal closes. Run onboarding, regular
check-ins and business reviews; capture what plant managers and operators actually need; route their
requirements back to engineering and product and drive them to resolution.
• Drive adoption. Make part of the daily operating rhythm — dashboards, anomaly cards, RCAs and
recommended actions used every shift, not just at sign-off. Train new users, build internal champions, and
push utilization toward 100% across the accounts you own.
• Expand the land. Sales is hunting and farming; you enable the farming. Spot upsell across plants and
verticals, stay current on companies roadmap and new launches, and map each one to where it fits an existing
customer — then hand the Account Manager a qualified opening.
• Raise the flag. We are a subscription business, so renewal is survival. Track usage and account health, and
flag renewal risk well in advance — with the reason and a plan to fix it — not on the day the contract expires.
• Own escalations. When a plant hits a problem — a wrong RCA, a data gap, a frustrated stakeholder — you
run point: triage, coordinate the fix internally, keep the customer informed, and close the loop.
What we’re looking for
Must-haves
• MBA with experience in or selling into manufacturing.
• Comfortable in front of plant managers, operations heads and shop-floor teams — you can hold the room with
a technical buyer and a line operator in the same visit.
• Strong communication and professional etiquette: clear email drafting, well-run meetings, and disciplined
documentation of every interaction at both client and company level.
• Critical thinking under pressure — ad-hoc customer escalations and crisis management handled calmly and
resolved.
• Bias to own the outcome: you chase the renewal and the value, you don’t wait to be asked.
• Ability and appetite to wear multiple hats — in an early team this role spans onboarding, support, account
growth and product feedback, often in the same week.
Must Have
• Prior Customer Success or account-management experience at a B2B SaaS or industrial-tech company.
• Familiarity with process industries — FMCG/CPG, auto-parts, or other process-heavy manufacturing — and
with SCADA / plant operations.
• Comfort demoing a data or analytics product and running structured quarterly business reviews.
• Existing relationships across manufacturing customers.