Customer Success Manager

Customer Success Manager

MARKT-PILOT is a high-growth SaaS company helping industrial machinery manufacturers (OEMs) price smarter. Our pricing performance platform unifies market intelligence, pricing decisions, and performance measurement for aftermarket parts, enabling teams to optimize pricing, increase revenue and margins, and deliver a better customer experience.

We are looking for a Customer Success Manager to manage and grow relationships with a portfolio of industrial OEM customers. In this role, you will act as a trusted advisor, partnering with key stakeholders to drive adoption, deliver measurable business outcomes, and ensure long-term success with our platform.

You will own the full customer lifecycle post-sale, from onboarding and value realization to retention and expansion. This role requires a strong balance of strategic thinking and hands-on execution, as you navigate complex customer organizations, lead business reviews, and proactively identify opportunities to increase customer value.

As part of a fast-growing, data-driven SaaS environment, you will collaborate closely with Sales, Product, and Engineering while contributing to the continuous improvement of our Customer Success approach. If you enjoy working with customers, driving impact, and operating in a high-growth environment where you can take ownership and shape outcomes, we'd love to meet you!

What we expect you to own and run with:

Own Customer Relationships

• Manage a portfolio of ~15–20 enterprise and mid-market customers
• Build strong, trust-based relationships across multiple stakeholder levels, including executives

Drive Customer Value & Outcomes

• Lead regular business reviews and strategic conversations focused on ROI and value realization
• Align customer goals with measurable outcomes and track success over time

Retention & Risk Management

• Proactively identify churn risks and develop mitigation strategies
• Act early and decisively to ensure long-term customer retention

Expansion & Growth

• Identify and drive upsell and cross-sell opportunities in partnership with Sales
• Contribute directly to net revenue retention and expansion targets

Customer Success Planning & Execution

• Develop tailored success plans for each customer
• Monitor adoption, engagement, and performance using data and analytics

Cross-Functional Collaboration

• Partner closely with Sales, Product, and Engineering
• Advocate for customer needs and translate feedback into actionable insights

Operational Excellence

• Maintain accurate account data, forecasts, and customer health metrics
• Continuously improve processes and contribute to Customer Success best practices

Which boxes you need to check:

Experience

• 3+ years in Customer Success, Account Management, or similar customer-facing roles
• Strong experience in B2B SaaS environments
• Experience working with pricing, CPQ, revenue optimization, or data-driven products is highly preferred

Customer & Business Acumen

• Proven ability to manage complex customer relationships and multiple stakeholders
• Experience leading business reviews and executive-level conversations
• Strong commercial mindset with a track record of driving retention and growth

Technical & Analytical Skills

• Ability to understand and communicate complex SaaS solutions
• Comfortable working with data, dashboards, and analytics to drive decisions

Ways of Working

• Structured, proactive, and highly organized
• Comfortable in a fast-paced, high-growth environment
• Strong ownership mindset with the ability to operate autonomously

Tools

• Experience with CRM systems such as Salesforce or Hub Spot
• Familiarity with Customer Success platforms and analytics tools is a plus

Travel

• Willingness to travel approximately 1–2 times per month to meet customers

What we offer:

Inspiring Team Culture

• Enjoy regular team events, modern downtown Chicago offices, and a dynamic work environment that fosters innovation and collaboration.

Flexible Working Hours

• Enjoy the freedom to design your workday with flexible hours and a hybrid work option, allowing you to balance time between home and our vibrant downtown Chicago office.

Generous Paid Time Off

• Recharge with 25 paid vacation days each year to relax, explore, or focus on personal…