MARKT-PILOT

Customer Success Manager

• Lead, mentor, and scale a team of Customer Success Managers, providing coaching, performance management, and career development opportunities.
• Establish team goals, KPIs, and accountability frameworks to drive consistent performance across the organization.
• Recruit, onboard, and develop top Customer Success talent to support company growth and foster a culture of customer-centricity and continuous improvement.
• Oversee management of the company’s most strategic accounts across North America, ensuring exceptional customer outcomes and relationship depth.
• Directly engage with VP- and C-level executives at key accounts, leading quarterly business reviews and strategic planning sessions.
• Develop and execute customer success strategies that drive product adoption, retention, and expansion across the portfolio.
• Own and drive Net Revenue Retention targets across the Customer Success organization and identify upsell/cross-sell opportunities.
• Proactively identify churn risks, develop mitigation strategies, and ensure high customer retention rates.
• Partner with Sales leadership to optimize the customer lifecycle from onboarding through expansion.
• Define and implement Customer Success processes, playbooks, and best practices; establish metrics and reporting frameworks to track performance and customer health.
• Partner closely with Product, Sales, and Engineering to ensure customer feedback drives product roadmap decisions and lead cross-functional initiatives to improve customer experience.
• Develop deep expertise in the OEM, machinery, and manufacturing industry to drive strategic customer conversations and represent the company at industry events.

Director of Customer Success

Solutions Engineer

• Brücke zwischen den Anforderungen der Kunden und den kommerziellen sowie technischen Möglichkeiten von MARKT-PILOT.
• Präsentation der Software und Positionierung als Thought Leader bei Kunden.
• Entwicklung und Präsentation maßgeschneiderter Analysen, überzeugender Business Cases und praxisnaher Demonstrationen.
• Enge Zusammenarbeit mit Sales, Product und Customer Success zur Förderung von Deals.
• Planung, Durchführung und Bewertung von Proof-of-Value-Prozessen und Trials.
• Zentrale Ansprechperson für Lösungen, Integrationen und Funktionen; Übersetzung technischer Features in greifbare Geschäftsergebnisse.
• Unterstützung strategischer Sales-Prozesse und technische Hilfestellung im Sales Cycle.
• Bereitstellung von Kunden-Insights zur Produktoptimierung und Priorisierung der Roadmap.

Director of Customer Success

Senior Solution Engineer