We're looking for a driven and customer-focused individual to join us as a Customer Success Manager. Your role will revolve around ensuring the success and satisfaction of our industrial customers by driving adoption, delivering value, and nurturing long-term relationships. As a trusted advisor, you'll collaborate closely with customers to understand their unique operational challenges, industrial workflows, and objectives. You'll provide strategic guidance, advocate for their needs within our organization, and help them derive maximum value from our ei3 IIoT solutions.
In this position, you'll be responsible for offering both new and existing customers a high-touch experience, encompassing onboarding, technical training, and ongoing improvement of their experience with our platform. This role reports directly to the CEO and will require cross-functional collaboration with product, sales, engineering, and customer support teams.
What you'll do
Build strong initial relationships with customers, setting the tone for a seamless onboarding and adoption process, ensuring alignment with industry-specific needs and standards.
Lead and execute a high-impact onboarding program for new customers, ensuring the successful integration and adoption of our IIoT solutions through technical collaboration across internal and external stakeholders.
Understand and anticipate the unique needs of customers, including equipment and machine operations, production processes, and maintenance practices, to ensure a smooth product implementation and adoption.
Engage proactively with customers to understand their goals, operational challenges, and usage patterns. Offer strategic guidance and best practices to optimize the use of our platform for predictive maintenance, machine optimization, and other industrial IoT use cases.
Develop customized success plans for customers, defining milestones and key metrics such as uptime improvements, reduced downtime, and increased efficiency using our IIoT solutions.
Act as a strategic advisor on best practices, industry trends, and innovative use cases in IIoT to help customers maximize their investment in our technology.
Be the voice of the customer within our organization, driving product improvements based on customer feedback and advocating for features that align with industrial automation and smart manufacturing needs.
Gather and analyze feedback from customers via surveys, interviews, and regular check-ins. Use data insights to identify trends and areas for improvement, and generate regular reports on customer success metrics like time to adoption, system uptime, usage rates, and renewal outcomes.
Lead and manage enterprise implementations, ensuring a smooth transition from sales to support, and providing ongoing technical assistance to ensure long-term customer satisfaction.
Monitor customer engagement and health metrics, identifying opportunities for renewals, upselling, and cross-selling to ensure customers continue to receive value from our platform.
About you
Bachelor's degree in Business Administration, Industrial Engineering, Computer Science, or a related field.
3-5 years of proven experience in a customer-facing role, preferably in customer success, account management, sales engineering, systems integration, or sales within the industrial IoT, B2B SaaS, or technology sectors.
Customer-centric mindset, with a passion for driving customer success and a relentless focus on exceeding expectations.
Strong understanding of SaaS business models and the ability to articulate technical concepts-such as data analytics, predictive maintenance, and cloud integration- to non-technical industrial audiences.
Technical acumen in Industrial IoT, including knowledge of industrial equipment, sensors, automation systems, and smart manufacturing workflows.
Demonstrated experience in creating and implementing effective onboarding and training programs tailored to industrial clients.
Exceptional communication, presentation, and interpersonal skills, with the ability to build rapport and trust with industrial customers at all levels-from the shop floor to the C-suite.
Strong analytical and problem-solving skills, with the ability to leverage IIoT data and insights to drive customer decisions and outcomes.
Experience collaborating with cross-functional teams, including product, engineering, and customer support, to ensure seamless customer experiences and deliverables.
Familiarity with customer success tools and platforms (e.g., CRM software, customer engagement tools) and IIoT-specific platforms or systems is a plus.
About ei3
ei3 has been at the forefront of pioneering IIoT apps and AI-driven solutions, establishing itself as a trusted leader in the industrial manufacturing sector since 1999. We partner with both machine builders and manufacturers, equipping them with tools to supercharge efficiency, promote sustainability, and unlock substantial cost savings for their operations. Our impact extends across key industry sectors, including Printing, Plastics, Packaging, and Commercial Real-Estate. With headquarters in New York, we span the globe with strategic offices in Bangalore, Montreal, Tokyo, and Zurich. For a deeper dive into our transformative solutions and their tangible benefits, we invite you to explore www.ei3.com.
We offer competitive compensation packages and benefit offerings.