Customer Success Manager

We’re excited to be partnering with a global enterprise software company that develops complex, high-value solutions used by large industrial and manufacturing organizations worldwide.

With an established presence in Europe and continued investment in the United States, the company is expanding its U.S. team and building out its Customer Success function to support deeper, more strategic engagement with its customer base.

Our client operates in the enterprise software space, delivering solutions that sit at the intersection of engineering, manufacturing, and business operations.

Their technology supports organizations managing:

• Highly complex products and configurations
• Mission‑critical operational processes

Their customer base primarily includes:

• Large, international manufacturing and industrial companies
• Organizations with complex stakeholder environments
• Businesses where software adoption directly impacts operational efficiency and revenue outcomes

This is not a high-volume SaaS environment. It is a high‑complexity, enterprise setting with long-term customer relationships and significant business impact.

This is a foundational hire focused on building a more proactive, value‑driven approach to managing enterprise customer relationships in the U.S.

This role is part of a newly established, strategic Customer Success function, and this hire will be one of three global Customer Success Managers responsible for helping build and define how the function operates moving forward.

Today, customer engagement is largely tied to implementation and support. This role introduces a dedicated, ongoing partnership layer designed to:

• Ensure customers fully utilize what they’ve already invested in
• Help them clearly understand and realize business value
• Build long‑term relationships based on trust and strategic alignment

You will act as the primary owner of customer success post go‑live, working closely with Key Account Managers (KAMs) as part of a joint account leadership approach to drive retention, expansion, and advocacy.

• Own customer success and value realization for a portfolio of U.S.
  
  -based enterprise accounts
• Lead strategic, outcome‑focused conversations with customers
• Drive adoption and long‑term solution usage
  
  Identify risks early and proactively address them
• Partner closely with Key Account Managers as part of a joint account leadership model to identify and support growth opportunities
• Act as the “voice of the customer” across product, delivery, and support teams
• Lead QBRs and ongoing value discussions with stakeholders
• Engage early in the customer lifecycle to understand goals and success criteria

• No sales quota, but strong influence on expansion and retention
• Not a support or escalation role
• Part of a newly established, strategically prioritized global Customer Success function being built by a core team

You’ll be expected to become a trusted advisor — someone customers proactively reach out to for guidance, ideas, and strategic input.

To be successful in this role, candidates must bring experience from relevant industries and customer environments.

• 5–10+ years in Customer Success, Account Management, or similar client‑facing roles
• Experience working in enterprise software or complex technology environments
• Bachelor’s degree required in a relevant field such as:
• Business
• Computer Science / IT
• Or a related discipline

• Experience working for a software vendor focused on:
• Manufacturing
• Engineering / product‑driven organizations

• OR experience managing customers that are:
• Large, global manufacturing companies
• Industrial or engineering‑led organizations
• Operating in complex, multi‑stakeholder environments

Candidates coming from generalist SaaS, SMB‑focused environments, or low‑complexity customer bases are unlikely to be a fit for this role.

• Experience acting as a trusted advisor to enterprise customers
• Ability to navigate complex global organizations and stakeholder groups
• Strong understanding of long implementation and adoption cycles
• Ability to translate technical solutions into clear business value
  
  Comfort operating in an evolving, build‑phase environment

• Role is based in Atlanta, GA (Metro Area)
• Hybrid work environment
• Estimated travel ~ 10%-15%
• Travel across the U.S. for customer‑facing interactions, including:
• QBRs
• Workshops
• Key stakeholder meetings
• Quarterly internal team gatherings in Atlanta
• Additional travel as needed for strategic customer engagement

If you’re looking for a role where you can work with complex enterprise customers, build strategic relationships, and play a key role in shaping a growing Customer Success function, we’d love to connect.