Customer Success Manager (senior profile)

A2MAC1•Detroit, MI

About The Position

This role involves supporting the sales process with manufacturing and solution expertise, leading customer discovery sessions, and translating customer requirements into tailored solution concepts. The position also includes delivering product demonstrations, answering technical questions, and supporting RFP/RFQ processes. A key part of the role is to capture customer and market feedback. The successful candidate will become part of the team responsible for rolling out B2B enterprise software solutions to customers in the automotive and manufacturing industries, primarily within German-speaking markets. This involves developing expert-level knowledge of the Tset software, identifying customer business needs, designing and implementing solutions, and using software APIs for configuration and customization. The role also requires leading customer workshops, building strong customer relationships, collaborating cross-functionally to resolve issues, and analyzing customer usage data. Additionally, the position involves project management, including defining scope, objectives, timelines, and resource requirements, developing project schedules, and ensuring ownership of project execution. Collaboration with Sales, Product Development, and Customer Success teams is crucial for internal alignment and smooth project handovers, ensuring clear communication between internal teams and customers.

Requirements

Bachelor's degree or higher in Engineering (Automotive, Mechanical, Industrial), Information Systems, Computer Science, Data Analytics, or a closely related field
Equivalent combinations of specialized training and progressive responsible professional experience may be accepted in lieu of a formal degree
Professional German proficiency (minimum C1); alternatively, strong expertise in manufacturing and/or product costing is required
Knowledge of manufacturing and production technologies, such as machining, forming, casting, injection molding, or assembly
Technical background in mechanical engineering, manufacturing engineering, or comparable hands-on experience in manufacturing environments
Experience in project management
Excellent communication and comprehension skills in English and German
Ability to explain complex technical topics clearly and understand customer needs effectively
Strong analytical and structured problem-solving skills with a hands-on mindset
High level of ownership and ability to work independently
Strong attention to detail and proactive attitude in identifying and escalating critical issues
Confident handling of data and analytical tools, especially Excel

Nice To Haves

Master's degree in Business Administration, Engineering Management, Data Analytics, or Marketing
Experience in at least one of the following preferred: SaaS, Enterprise Software, Automotive or Manufacturing, Product Costing, Product Sustainability
Experience in customer success, customer service, or customer-facing operations
Familiarity with project management tools such as Asana, Jira, Confluence, Zendesk, Slack, G-Suite, and MS Office
Experience in customer-facing roles is a plus, such as presales, consulting, application engineering, or process engineering with customer interaction
Experience with costing tools is a plus
Willingness to travel occasionally within Europe and internationally/intercontinentally (approximately 10 trips per year)

Responsibilities

Support the sales process with manufacturing and solution expertise
Lead customer discovery sessions and needs analyses focused on product costing and carbon footprint assessment across different manufacturing processes and use cases
Translate customer requirements into tailored solution concepts, including value propositions, scope definitions, and configuration/customization approaches
Deliver product demonstrations and presentations to both technical and business stakeholders
Answer functional and technical customer questions related to manufacturing costing logic, software capabilities, feasibility, and data flows
Support RFP/RFQ processes and contribute to proposal creation with clear assumptions, scope boundaries, and solution definitions
Capture customer and market feedback and identify gaps, opportunities, and future improvements
Become part of the team responsible for rolling out B2B enterprise software solutions to customers in the automotive and manufacturing industries, primarily within German-speaking markets
Develop expert-level knowledge of the Tset software, including its features, functionalities, and user perspective
Identify customer business needs and use cases, and design and implement suitable solutions within Tset
Use software APIs for intermediate configuration and customization tasks, such as data imports and report creation
Lead and facilitate customer workshops and discussions to ensure optimal solution design and proactive expectation management
Build and maintain strong customer relationships, serving as the main point of contact for concerns, escalations, and ongoing communication
Collaborate cross-functionally to ensure customer issues and tickets are tracked and resolved efficiently
Analyze customer usage data to identify improvement opportunities and enhance the customer experience
Define project scope, objectives, timelines, and resource requirements
Develop and manage detailed project schedules while taking ownership of project execution and controlling responsibilities
Collaborate closely with Sales, Product Development, and Customer Success teams to ensure strong internal alignment and smooth project handovers
Ensure clear communication and coordination between internal teams and customers throughout project delivery and implementation phases