Customer Success Manager

Quick Facts

• Role focused on building long-term customer relationships, improving customer experience, and driving upsell/cross-sell using data.

Description

You will build and maintain long-term relationships with key customers and ensure satisfaction throughout the collaboration. You’ll monitor key customer experience metrics (e.g., NPS, churn rate, retention rate), run business review meetings, identify risks and hidden potential, and actively manage escalations. You will also turn customer insights into concrete proposals for deeper collaboration and work closely with support, development/engineering, and marketing.

Responsibilities

• Build and develop relationships with key customers; ensure ongoing satisfaction
• Present new product and service updates (functionalities and collaboration opportunities)
• Track and analyze customer experience metrics (NPS, churn rate, retention rate)
• Conduct regular business review meetings and analyze customer portal requirements
• Identify early signals of deteriorating customer experience and manage escalations
• Identify upsell and cross-sell opportunities and propose next steps
• Collaborate with support, engineering/development, and marketing; pass feedback to improve processes and customer programs (webinars/workshops)

Requirements

• Experience working in a manufacturing environment; understanding of the supply chain or automotive sector
• Strong communication skills; ability to build trust across roles (technical, development, management)
• Data-oriented mindset; can evaluate opportunities and determine what drives long-term collaboration
• Empathy, attention to detail, and customer-first orientation; reliable follow-through on promised steps
• Fluency in English (customers come from multiple countries)

Benefits

• Access to key customers and become a true partner
• Strategic visibility across products and services
• Influence customer experience, service development, and long-term improvements
• Opportunities leading to new projects
• Support from a ~20-person sales team plus specialists from delivery and marketing
• Collaborative culture with room for initiative