Note: The job is a remote job and is open to candidates in USA. PolyWorks USA is a subsidiary of InnovMetric Software Inc., a leading provider of 3D metrology software solutions. They are seeking a Customer Success Manager to enhance customer engagement and drive adoption of their solutions, ensuring customers achieve measurable business outcomes throughout their journey.
Responsibilities
- Support the onboarding of strategic accounts and help define customer success objectives
- Monitor product adoption, usage data, and customer health indicators to identify opportunities for increased engagement and value realization
- Proactively identifiy underutilized features and provide guidance, share best practices and recommendations to help customers get more value from our solutions
- Plan and lead regular customer check-ins and Quaterly Business Reviews to assess progress, align on objectives, and identify opportunities for continued success
- Act as the voice of the customer by sharing feedback with internal teams to drive continuous improvement
- Identify at-risk accounts and coordinate actions to address potential issues before renewals
- Highlight the value and return on investment delivered by our solutions
- Collaborate with sales, solution architecture, deployment, product management, and development teams to align customer objectives with concrete adoption plans
Skills
- Hold a relevant university degree in business administration, sales, marketing, engineering, computer science, or another related field
- Have significant experience in customer success, strategic account management, project management, software adoption, solution deployment, sales, or another client-facing strategic role
- Demonstrate strong communication skills and the ability to build trusted customer relationships
- Be comfortable analyzing usage data, customer health indicators, adoption metrics, and business outcomes
- Show strong organizational skills, rigor, and the ability to coordinate several stakeholders and priorities at once
- Be proactive, solution-oriented, and comfortable identifying risks and addressing customer challenges
- Have technical curiosity and the ability to explain the value of software solutions to different audiences
- Be comfortable using data tracking, analysis, and presentation tools (experience with Power BI or similar tools is an asset)
- Experience with SaaS products, renewals, usage metrics, business reviews, or multi-stakeholder environments will be considered an asset
Benefits
- Flexible schedule that facilitates work/family balance
- Sick days and vacation
- 401(K) Plan
- Competitive salary and bonus plan
- Group insurance (health coverage, life and LTD coverage)
- Assistance program for employees and their families
Company Overview