Customer Success Manager | Manufacturing, ERP

Accountabilities

As a Customer Success Manager, you will own the end-to-end customer success experience, ensuring customers achieve their desired business outcomes through effective product adoption, delivery management, and strategic engagement. Your responsibilities will include:

Lead customer success initiatives by coordinating large virtual teams across internal departments, customers, and implementation partners.

Drive successful adoption and productive use of enterprise software products and services, helping customers discover new capabilities and maximize their investment.

Build and maintain strong relationships with senior customer stakeholders, executives, and strategic partners.

Understand customer objectives and translate them into measurable success plans aligned with business priorities and expected outcomes.

Oversee program delivery activities and proactively identify, communicate, and address delivery-related risks across both internal and partner-led engagements.

Monitor customer satisfaction, loyalty, product adoption, and value realization throughout the customer lifecycle.

Lead executive steering committee meetings and provide regular progress updates to senior leadership.

Develop value metrics and use Business Value Assessment (BVA) tools to measure the effectiveness and outcomes of customer success programs.

Support subscription and license renewal processes, contributing to revenue retention and identifying opportunities to secure continued customer engagement.

Collaborate with Sales teams to identify potential upselling opportunities and support account growth.

Work closely with Support, Research and Development (R&D), Global Delivery, and other internal departments to resolve customer challenges and facilitate escalations.

Identify opportunities to strengthen customer advocacy, secure customer references, and collect feedback through Voice of the Customer (VOC) processes.

Communicate relevant customer insights, delivery progress, and potential escalations to senior leadership.

Promote continuous improvement in customer experience, service delivery, and long-term customer relationships.

Requirements

The ideal candidate is a customer-focused professional with strong enterprise software experience, a solid understanding of industry operations, and the ability to influence stakeholders at all organizational levels. You should combine strategic thinking with practical delivery knowledge and demonstrate a passion for building lasting customer relationships. The following qualifications are expected:

Bachelor's or master's degree in a relevant field, or equivalent professional experience.

Experience managing customer-facing delivery projects, preferably within enterprise software environments.

Previous experience with IFS products and solutions is preferred.

Strong industry knowledge across multiple sectors, including manufacturing, with an understanding of industry trends, operational KPIs, and business value drivers.

Familiarity with ERP solutions and enterprise application environments.

Strong understanding of delivery methodologies, implementation processes, and professional services offerings.

Proven ability to manage and improve the end-customer experience across products and services delivered by multiple providers and partners.

Experience identifying and managing delivery risks across both internally managed and partner-led projects.

Ability to lead through influence, credibility, and trust when working with customers, partners, and internal stakeholders.

Knowledge of Business Value Assessment (BVA) tools and methodologies.

Experience defining value metrics and measuring customer success outcomes.

Understanding of subscription-based services and experience supporting license and service renewals.

Proven ability to engage with executive stakeholders, lead steering committee meetings, and communicate effectively with senior leadership.

Experience supporting customer advocacy initiatives, collecting customer feedback, and securing customer references.

Ability to identify and communicate potential upselling opportunities in collaboration with Sales teams.

Strong cross-functional collaboration skills, with the ability to navigate departments such as Support, R&D, Sales, and Global Delivery.

Excellent verbal and written communication skills in English and the relevant local language.

Strong active listening, interpersonal communication, and relationship-building abilities.

Demonstrated experience developing and maintaining trusted relationships with senior executives.

Passion for customer satisfaction, continuous improvement, and consistently exceeding expectations.

Benefits

Annual salary ranging from $125,000 to $140,000 USD, plus bonus opportunities.

Flexible paid time off, including sick leave and holidays.

Medical, dental, and vision insurance.

401(k) retirement plan with company contributions.

Flexible spending accounts.

Life insurance and disability benefits.

Tuition assistance and opportunities for continued professional development.

Community involvement initiatives and volunteering opportunities.

Flexible and hybrid working arrangements.

Opportunity to work in a diverse, international environment.

Exposure to innovative AI-driven enterprise software and digital transformation initiatives.

Opportunity to make a meaningful impact on customer success and long-term business outcomes.