Customer Success Manager

COMPANY

DESCRIPTION:

Nikon SLM Solutions is a leading provider of metal based additive manufacturing technology, commonly referred to as 3D printers, utilizing selective laser melting and powder bed fusion technology. Our 3D printers are designed to produce parts directly from a variety of metal powders. The customers for our metal based additive manufacturing systems come from various industries such as aerospace, energy, healthcare, and automotive.

Headquartered in Lübeck Germany, Nikon SLM Solutions has approximately 600 employees worldwide.

The Customer Success Manager serves as the primary point of contact and internal advocate for assigned strategic customers, ensuring successful customer experience throughout their relationship with Nikon SLM Solutions.

This role is responsible for coordinating cross-functional activities, improving operational service performance, maximizing machine availability, managing customer projects and escalations, and ensuring customer needs are effectively communicated and addressed across the organization. The Customer Success Manager will work closely with Sales, Service, Service Engineering, System Engineering, Production, and other internal teams to drive customer satisfaction, strengthen strategic relationships, and support long-term account success and growth.

• Serve as the primary point of contact for assigned strategic customers, building trusted relationships and maintaining a strong understanding of their business needs, priorities, and operational requirements.
• Take ownership of the overall customer experience, proactively identifying opportunities to improve customer satisfaction and ensure account goals are achieved.
• Coordinate complex, cross-functional customer projects involving Sales, Service, Service Engineering, System Engineering, Production, and other internal stakeholders.
• Drive activities aimed at ensuring smooth customer operations and maximizing machine availability, coordinating internal resources to address technical and operational needs.
• Serve as the voice of the customer internally, translating customer priorities, challenges, and feedback into actionable items for the appropriate Nikon SLM teams.
• Lead customer risk and escalation management by identifying potential issues early, coordinating corrective actions, establishing clear ownership, and maintaining effective communication with customers through resolution.
• Monitor account and operational performance, utilizing available data and customer feedback to identify trends, risks, and opportunities for improvement.
• Establish and track customer-specific goals, action plans, milestones, and deliverables to ensure accountability across internal teams.
• Manage multiple stakeholders and priorities while maintaining visibility into ongoing customer projects and ensuring commitments are completed on schedule.
• Develop and maintain relationships with customer stakeholders at multiple organizational levels, including executive-level contacts.
• Track expenses and costs associated with assigned strategic accounts to support visibility into account performance and profitability.
• Partner with Sales and senior management to support strategic account objectives and identify opportunities that strengthen long-term customer relationships and account growth.

• Bachelor’s degree in Industrial Engineering, Engineering, Business, Project Management, or a related field.
• Significant professional experience in customer success, technical account management, project management, service operations, or a related customer-facing role within an industrial or technical environment.
• Strong project management experience, with…