Offer summary

Qualifications:

Minimum of 5 years of experience in customer success or account management., Strong understanding of SaaS product sales and post-sales engagement., Excellent verbal and written communication skills, with the ability to influence senior stakeholders., Bachelor’s degree in Business, Engineering, or a related field; advanced degrees are a plus..

Key responsibilities:

Lead and unify the customer success strategy across all companies within the Embrace Industrial Group.

Engage with top enterprise clients to ensure their goals are met and relationships are strengthened.

Design and implement shared frameworks and processes to standardize customer experience.

Monitor customer health and collaborate with sales teams to drive account growth.

Job description

This is a remote position.

Embrace Industrial Group serves some of the largest manufacturers in the world, including the Top 8 of 10 Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, as well as leading Heavy Machinery and Food manufacturers.

We are seeking a Customer Success Manager to lead and unify the customer success strategy across all companies within the Embrace Industrial Group. This high-impact role will focus on coordinating cross-company customer success efforts, directly engaging with key enterprise customers, and ensuring best-in-class experiences and outcomes. The manager will also work closely with various portfolio companies and their Sales and Customer Success teams to establish and standardize processes, strategize customer retention and expansion, and align customer feedback to drive continuous improvement and product innovation.

Key Responsibilities:

Cross-Company Leadership: Act as the central customer success lead across all Industrial Group companies, driving alignment, collaboration, and shared strategy.
Top Customer Engagement: Serve as a strategic partner to top enterprise clients, ensuring their goals are met and long-term relationships are strengthened.
Standardization & Best Practices: Design and implement shared frameworks, processes, and KPIs across the group to ensure consistent execution and customer experience.
Onboarding & Adoption: Oversee and improve onboarding processes to ensure smooth implementation and early success across all group companies.
Team Enablement: Guide, coach, and support customer success leaders within each company to elevate team performance and knowledge sharing.
Customer Feedback Loop: Gather, synthesize, and communicate customer insights and feedback to product and leadership teams, helping shape product enhancements and strategic priorities.
Strategic Account Oversight: Act as an escalation point and executive contact for key clients, ensuring proactive support and high-touch engagement.
Customer Health Monitoring: Use metrics and tools to track customer satisfaction, adoption trends, and churn risk across all businesses, initiating action plans where needed.
Revenue Growth Support: Collaborate with sales and account teams on renewals, expansions, and cross-sell opportunities to drive long-term account growth.
Cross-Functional Collaboration: Partner with product, engineering, sales, and executive leadership to align customer needs with internal strategy and innovation.

Requirements

Minimum of 5 years of experience in customer success, account management, or a related role, with a proven track record of enhancing client satisfaction and driving adoption.
Demonstrated experience in SaaS product sales or post-sales engagement, with a strong understanding of how to drive value, adoption, and expansion in a software environment.
Understanding of the Manufacturing industry, with the ability to translate technical concepts into business value for clients.
Excellent verbal and written communication skills, with demonstrated ability to engage and influence senior stakeholders.
Skilled in negotiation and influence, with a history of managing high-value accounts and driving results.
Exceptional analytical and problem-solving abilities, with a keen understanding of industry trends and market dynamics.
Proficient in CRM software (e.g., Salesforce, Zoho) and performance metrics, with excellent organizational and time management skills.
Ability to work effectively both independently and collaboratively with cross-functional teams.
Experience in managing complex projects and initiatives with strong attention to detail.
Bachelor’s degree in Business, Engineering, or a related field; advanced degrees or certifications in customer success or project management are a plus.

Benefits

Competitive salary commensurate with experience.
Opportunities for career advancement and professional development.
Experience collaborating with a diverse, global team within a remote work setting.