Customer Success Manager
Embrace Software Inc
full-time
Posted on:
Location Type: Remote
Location: United States
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About the role
- Own and manage a portfolio of strategic enterprise manufacturing customers.
- Develop a deep understanding of each customer’s operational environment, business objectives, production KPIs, and digital transformation priorities.
- Build strong, multi-level relationships across technical users, operational leaders, and executive sponsors to position NWA as a long-term strategic partner rather than a software vendor.
- Lead customers through onboarding and early adoption in close collaboration with implementation and technical teams.
- Ensure that customers clearly understand how to apply the platform to real operational challenges.
- Monitor usage, engagement trends, and outcome metrics to proactively identify adoption gaps.
- Drive structured engagement through regular touchpoints, business reviews, and performance discussions to ensure measurable ROI.
- Take ownership of renewal strategy and execution across your assigned accounts.
- Develop renewal plans well in advance, identifying potential risks and creating mitigation strategies early.
- Maintain clear visibility into customer health indicators such as adoption, stakeholder engagement, and business impact to reduce churn risk.
- Identify and develop growth opportunities within existing accounts by uncovering additional use cases, business units, plants, or geographic locations where NWA can deliver value.
- Partner with Sales to structure and close expansion opportunities while maintaining strong executive alignment.
- Serve as a trusted advisor to senior stakeholders by connecting analytics capabilities to high-level business outcomes such as quality improvement, yield optimization, cost reduction, and process standardization.
- Ensure customers feel heard and represented within the organization.
- Work closely with Sales, Product, Engineering, and Leadership to ensure a seamless customer lifecycle from post-sale onboarding through renewal and expansion.
Requirements
- 7+ years of experience in Customer Success, Enterprise Account Management, or post-sales SaaS roles, with demonstrated success managing complex, high-value accounts.
- Proven experience driving customer retention and generating expansion revenue through cross-sell and upsell initiatives within existing accounts.
- Background in consultative or solution-based SaaS sales is strongly preferred, particularly in roles involving renewal ownership or account growth.
- Experience working with manufacturing, industrial, chemical, pharmaceutical, or similarly complex operational environments is highly desirable.
- Strong commercial acumen with the ability to identify revenue opportunities through business insight rather than transactional selling.
- Excellent communication and presentation skills, with experience engaging senior operational and executive stakeholders.
- Strong analytical skills with the ability to interpret usage data, customer metrics, and business performance indicators to guide strategy.
- Proficiency with CRM systems (e.g., Salesforce) and familiarity with SaaS performance metrics such as ARR, churn, NRR, and adoption metrics.
- Bachelor’s degree in Business, Engineering, or a related field; advanced degrees or certifications are a plus.
Benefits
- Competitive salary commensurate with experience.
- Opportunities for career advancement and professional development.
- Experience collaborating with a diverse, global team within a remote work setting.
- Comprehensive Health Benefits to support your wellbeing and peace of mind.
- Employer contributions to your RRSP
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
customer successenterprise account managementSaaSconsultative salessolution-based salescustomer retentioncross-sellupsellanalytical skillsbusiness performance indicators
Soft Skills
communication skillspresentation skillscommercial acumenrelationship buildingstrategic thinkingproblem-solvingstakeholder engagementtrust buildingcollaborationcustomer advocacy
Certifications
Bachelor's degree in BusinessBachelor's degree in Engineeringadvanced degreescertifications in SaaScertifications in customer successcertifications in account managementcertifications in analyticscertifications in salescertifications in business strategycertifications in project management