Customer Success Manager – Digital Scale Focus
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Job Description
Customer Success Manager developing scalable digital-first customer journeys for B2B SaaS company. Engaging customers through AI-driven tools and strategic resource development to maximize platform value.
Responsibilities:
- Driving customer outcomes by blending traditional relationship management with a modern, scalable approach.
- Managing accounts and helping build the engine that drives success across a broader customer base.
- Engaging with customers via video, email, and digital channels, leveraging AI-driven tools to augment reach and maximize customer ROI.
- Working cross-functionally with Account Management, Product, and Marketing to create a seamless, AI-enhanced 'tech-touch' experience.
- Creating resources that empower customers to help themselves, intervening personally for high-value strategic moments.
Requirements:
- Bachelor’s Degree (BA/BS) or equivalent work experience required.
- 3+ years of experience in SaaS technical support (help desk) or software implementation
- 2+ years of experience supporting manufacturing industry customers
- 2+ years of experience with Quality Management Software (QMS)
- Working knowledge of ERP, MES and related systems
- Experience with Statistical Process Control (SPC) and OEE.
- Experience with safety, quality and compliance systems.
- Experience presenting, training and demoing software to groups
- Experience using CRM and help desk ticketing systems (Hubspot a plus)
- Ability to travel to customer sites (20%).
Benefits:
- Competitive compensation plan
- Opportunity for stock options
- Health benefits
- Self Care PTO Plan
- Flex Schedule
- Work From Home Flexibility
- Fast growing tech company with big opportunity
- Great team and culture
- Rewarding work that is solving an important problem
- Annual investment in your professional development
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