Strategic Customer Success Manager

Join our team as a Strategic Customer Success Manager, where you will be a trusted business partner to our enterprise customers. You will engage across all phases of the customer lifecycle to drive long-term value and measurable business outcomes. Your responsibilities will include managing a portfolio of 20-40 enterprise accounts, building relationships with executive leadership and site-level operators, developing strategic success plans, program managing multi-location rollouts, conducting business reviews, collaborating with internal teams, and identifying opportunities for relationship expansion.

• Gestionar una cartera de cuentas empresariales, impulsando la retención, expansión y éxito a largo plazo del cliente.
• Construir y mantener relaciones multi-nivel con los clientes, alineando la estrategia corporativa con la ejecución operativa.
• Desarrollar planes de éxito estratégicos vinculados a los objetivos comerciales del cliente, midiendo regularmente el rendimiento y comunicando el ROI.

• Enterprise Customer Management: Proven track record in Customer Success or Technical Account Management supporting complex B2B enterprise accounts
• Domain Expertise: Background in manufacturing or manufacturing software (e.g., Sheet Metal Fabrication, CNC Machining, Additive Manufacturing)
• Commercial Accountability: Demonstrated experience managing portfolio retention, identifying expansion opportunities, and driving measurable ROI
• Stakeholder Management: Exceptional executive presence with experience managing multi-threaded relationships across leadership and operational teams
• Program Management: Experience leading complex, multi-site software implementations or rollouts in matrixed environments
• Location: Ability to work on-site in Boston, MA on a hybrid schedule, with up to 50% travel required
• Technical Aptitude: Experience translating complex technical data and operational workflows into actionable business insights