Customer Success Manager

About the Role

We are seeking a proactive and customer-oriented professional to join our team as a Customer Success Manager. This position involves fostering strong relationships with clients, using data insights to drive business outcomes, and supporting long-term customer satisfaction and retention.

Job Responsibilities

• Guide onboarding processes for strategic clients and assist in setting success goals
• Track product usage, adoption metrics, and customer health data to uncover opportunities for deeper engagement and value maximization
• Identify features that are underused and provide tailored recommendations and best practices to improve customer benefit
• Organize and lead regular customer meetings and Quarterly Business Reviews to evaluate progress and realign goals
• Represent customer feedback internally to promote continuous product and service enhancements
• Detect accounts at risk and coordinate proactive measures ahead of renewal periods
• Communicate the value and ROI delivered by our solutions to stakeholders
• Collaborate cross-functionally with sales, solution architecture, deployment, product management, and development teams to synchronize customer goals with implementation plans

Requirements

• University degree in business administration, sales, marketing, engineering, computer science, or related fields
• Extensive experience in customer success, strategic account management, project management, software adoption, solution deployment, sales, or a client-facing strategic position
• Exceptional communication skills and the ability to nurture trusted customer relationships
• Analytical capability to evaluate usage data, customer health signals, adoption figures, and business impacts
• Strong organizational talents, with the ability to manage multiple stakeholders and priorities effectively
• Proactive problem-solving mindset and comfort in identifying and mitigating risks for customers
• Technical curiosity and aptitude for explaining software value to varied audiences
• Familiarity with data tracking, analysis, and presentation tools; experience with Power BI or similar platforms is advantageous
• Background in SaaS products, renewals, usage measurement, business review processes, or multi-stakeholder environments is a plus

Perks and Benefits

• Flexible working schedules to support a healthy work-life balance
• Paid sick leave and vacation days
• 401(K) retirement plan
• Competitive salary structure with bonus opportunities
• Comprehensive group insurance including health, life, and long-term disability coverage
• Support programs available for employees and their families

Additional Information

PolyWorks USA is a subsidiary of InnovMetric Software Inc., a global leader in 3D metrology software solutions. We empower major industrial manufacturing companies with our innovative products and services. Joining us means becoming part of an organization with over 700 employees worldwide, dedicated to excellence and innovation.