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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.

Customer Success Manager