Customer Success Manager

MARKT-PILOT GmbH•Chicago, IL

68d•$120,000 - $130,000•Hybrid

About The Position

MARKT-PILOT is a high-growth SaaS company that helps industrial machinery manufacturers (OEMs) price smarter. Our pricing performance platform unifies market intelligence, pricing decisions, and performance measurement for aftermarket parts, enabling teams to optimize pricing, increase revenue and margins, and deliver a better customer experience. We are looking for a Customer Success Manager to manage and grow relationships with a portfolio of industrial OEM customers. In this role, you will act as a trusted advisor, partnering with key stakeholders to drive adoption, deliver measurable business outcomes, and ensure long-term success with our platform. You will own the full customer lifecycle post-sale, from onboarding and value realization to retention and expansion. This role requires a strong balance of strategic thinking and hands-on execution, as you navigate complex customer organizations, lead business reviews, and proactively identify opportunities to increase customer value. As part of a fast-growing, data-driven SaaS environment, you will collaborate closely with Sales, Product, and Engineering while contributing to the continuous improvement of our Customer Success approach. If you enjoy working with customers, driving impact, and operating in a high-growth environment where you can take ownership and shape outcomes, we’d love to meet you!

Requirements

3+ years in Customer Success, Account Management, or similar customer-facing roles
Strong experience in B2B SaaS environments
Proven ability to manage complex customer relationships and multiple stakeholders
Experience leading business reviews and executive-level conversations
Strong commercial mindset with a track record of driving retention and growth
Ability to understand and communicate complex SaaS solutions
Comfortable working with data, dashboards, and analytics to drive decisions
Structured, proactive, and highly organized
Comfortable in a fast-paced, high-growth environment
Strong ownership mindset with the ability to operate autonomously
Experience with CRM systems such as Salesforce or HubSpot
Willingness to travel approximately 1–2 times per month to meet customers

Nice To Haves

Experience working with pricing, CPQ, revenue optimization, or data-driven products is highly preferred
Familiarity with Customer Success platforms and analytics tools is a plus

Responsibilities

Own Customer Relationships
Manage a portfolio of ~15–20 enterprise and mid-market customers
Build strong, trust-based relationships across multiple stakeholder levels, including executives
Drive Customer Value & Outcomes
Lead regular business reviews and strategic conversations focused on ROI and value realization
Align customer goals with measurable outcomes and track success over time
Retention & Risk Management
Proactively identify churn risks and develop mitigation strategies
Act early and decisively to ensure long-term customer retention
Expansion & Growth
Identify and drive upsell and cross-sell opportunities in partnership with Sales
Contribute directly to net revenue retention and expansion targets
Customer Success Planning & Execution
Develop tailored success plans for each customer
Monitor adoption, engagement, and performance using data and analytics
Cross-Functional Collaboration
Partner closely with Sales, Product, and Engineering
Advocate for customer needs and translate feedback into actionable insights
Operational Excellence
Maintain accurate account data, forecasts, and customer health metrics
Continuously improve processes and contribute to Customer Success best practices