Customer Success Manager UK & Western Europe
Our client, a leading provider of Digital Transformation technology for manufacturers, is seeking a Customer Success Manager, to support customers in UK and Western Europe.
The company delivers exceptional customer experiences and innovative solutions to a variety of global customers, including Kraft Heinz, Ipackchem, PepsiCo, SodaStream, Nestle, and many others.
There are two optional ideal backgrounds for this role:
- Having hands-on experience working within a manufacturing or industrial environment, ideally in roles such as production management, continuous improvement, lean/OPEX, or plant operations.
- Experience in a tech company, a provider of Digital Transformation solutions to manufacturing customers
As a CSM, you will guide the customers through their journey with the platform, ensuring adoption, impact and long-term success. Your knowledge of real-world manufacturing challenges and KPIs will be essential in driving meaningful value for these clients.
This is a home office role, based in UK, reporting to the Global VP of Customer Success.
Responsibilities
- Own the entire customer journey — onboarding, adoption, expansion and retention
- Act as a strategic partner and trusted advisor to manufacturing clients
- Guide customers in using the platform to improve operational performance and efficiency
- Identify bottlenecks and improvement opportunities using real-time and historical shop floor data
- Collaborate cross-functionally with Sales, Product, and Support to ensure customer outcomes
- Proactively manage account health and mitigate risks
Requirements
- Experience in a manufacturing or industrial setting — ideally in roles such as production/plant manager, process engineer, continuous improvement lead, or OPEX manager, or –
- Experience working for a provider of Digital Transformation technology to manufacturers
- Strong understanding of Operational Excellence, Lean, or Six Sigma methodologies
- Proven experience in customer-facing roles (Customer Success, Implementation, Consulting, etc.)
- Excellent communication skills and ability to build relationships with operational teams and executives
- An analytical mindset with the ability to interpret and translate KPIs into actionable plans
- Advantages
- Experience with SaaS platforms in manufacturing/industry 4.0
- Familiarity with systems like MES, ERP, SCADA, or shop floor automation
- Experience supporting multinational industrial clients
- Fluency in additional languages