Customer Success Manager

ROBERT E MASON & ASSOCIATES INC-posted 2 days ago
Full-time • Mid Level
Hybrid • Midlothian, VA
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The Customer Success Manager (CSM) is a key member of our strategic account team, dedicated to driving customer success and maximizing value from Distributed Control Systems (DCS), automation solutions, and OT platforms. Acting as the primary point of contact for a portfolio of clients, the CSM guides customers through the entire lifecycle—from onboarding to adoption, optimization, and expansion. This role focuses on developing and executing success plans aligned with customer initiatives and business objectives. By leveraging expertise in manufacturing operations and digital solutions, the CSM ensures measurable outcomes, promotes technology adoption, and helps clients achieve KPIs. Responsibilities include monitoring system performance, providing training, addressing customer needs, and identifying opportunities for growth. The CSM serves as both an internal advocate for customers and an external representative of our services and technology ecosystem. Collaboration with sales, technical teams, and delivery leadership is essential to execute success plans and deliver a positive customer experience that drives satisfaction, retention, and business growth. Strong technical knowledge, proactive engagement, and a customer-centric mindset are critical to success in this role.

  • Customer Relationship Management: Build and maintain strong, long-lasting relationships with customers and act as the single point of contact for a portfolio of automation system clients.
  • Develop & Drive Success Plans: Establish and lead customer success plans aligned with business objectives, coaching customers toward effective adoption of DeltaV platforms and other automation and complimentary solutions.
  • Onboarding & Adoption: Own the customer journey from onboarding through full adoption and continued use, including implementing change management plans and delivering tailored training programs.
  • Analyze Usage & Ensure Renewals: Monitor consumption and adoption metrics, act as a Renewal Specialist for recurring contracts and subscription licensing, and collaborate with sales to secure renewals.
  • Data & Metrics Management: Maintain accurate customer data to support the sales process and leverage data-driven KPIs to demonstrate value and guide decision-making.
  • Lifecycle Management: Manage numerous customers and contacts at different stages of the lifecycle, conducting regular success reviews to align on performance metrics and identify opportunities for growth.
  • Value Realization: Help customers extract maximum value from purchased solutions, recommending upgrades, services, and modernization strategies based on system utilization and lifecycle milestones.
  • Advocacy & Collaboration: Act as a customer advocate internally and foster alignment with ecosystem partners to enhance adoption, solution delivery, and overall customer success. Coordinate with service disciplines and ensure timely resolution of issues.
  • Strategic Thinking: Partner with sales and leadership to think critically and strategically, supporting portfolio growth and aligning technology adoption with broader digital transformation goals.
  • Travel & Engagement: Travel to customer sites to educate on best practices and strengthen relationships (up to 60%)
  • Passion and commitment for customer success.
  • Ability to maintain and expand opportunities within assigned accounts.
  • Strong written and verbal communication skills, executive-level presentation, and facilitation experience.
  • Team player with ability to develop and execute long-term account strategies.
  • Ability to identify success criteria and KPIs, and measure, report on progress.
  • High productivity, ability to manage multiple priorities under time constraints.
  • Strong documentation and communication skills.
  • Focused on efficiency and leveraging AI for client data insights.
  • Degree in engineering, automation, industrial technologies, or a related technical field.
  • Strong knowledge of process automation and operational technology in industrial environments.
  • Experience in customer-facing roles such as customer success, inside sales, account management, or technical support.
  • Effective communication and documentation skills, with the ability to engage with diverse stakeholders including quality, process engineering, operations, and executives.
  • Experience with assessing system interactions and driving adoption of solutions in areas such as Process Control (DeltaV Preferred, similar DCS/PLC/SCADA experience accepted), MES, Data Historians, Simulation/Operator Training, Reporting, Alarm Management and Scheduling.
  • Expertise in developing proposals and driving revenue growth through solution-based selling.
  • Success Planning and execution skills
  • Customer Relationship Management (CRM) Software
  • Standing
  • Walking
  • Sitting
  • Kneeling
  • Reaching Overhead
  • Climbing
  • Pushing and Pulling
  • Lifting - 20 pounds
  • Using a Computer
  • Using a Telephone
  • Participation in the Employee Stock Ownership Program (ESOP)
  • Retirement plan, including a Safe Harbor contribution
  • Medical / Dental / Vision Insurance
  • Employer paid Life Insurance and Long-Term Disability Insurance
  • Generous paid leave options that include vacation time, sick leave, personal leave time, R.E. Mason Way Half Day, paid Jury Duty, and paid Bereavement Leave
  • Paid Parental Leave
  • Paid company holidays
  • Career Development Program
  • Retirement and Financial Wellness program
  • Employee Assistance Program (EAP)
  • Alternative/Hybrid Work Schedules
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