Customer Success Manager

Nulogy • Toronto, ON

15d • Hybrid

About The Position

Nulogy's Manufacturing Operating System (MOS) connects maintenance, production, quality, inventory, and supplier operations into one real-time execution layer — giving every team shared visibility, faster response, and total operational control. This role exists to retain, grow, and deepen the success of our customers. You will own a portfolio of manufacturers, driving adoption of the Nulogy MOS, protecting and expanding annual recurring revenue, and serving as the technical and operational partner that keeps customers anchored to outcomes.

Requirements

• 5–8+ years in manufacturing operations, CPG/supply chain, industrial engineering, account management or customer success — shop floor exposure preferred
• Strong understanding of SaaS operating models and subscription-based customer success motions
• Working knowledge of OEE (availability, performance, quality) and ability to contextualize data with customer stakeholders
• Builds credibility with plant floor operators and C-suite alike; leads difficult conversations with confidence
• Exceptional communication skills across diverse audiences — shift supervisors to executive stakeholders
• Effective at leading and facilitating customer meetings
• Able to dynamically prioritize across a multi-account portfolio in a fast-paced environment
• Detail-oriented; strong analytical, planning, and organizational skills
• Comfortable owning GRR/NRR targets and measuring success through retention, expansion, and adoption metrics
• Effective at leading customer meetings and navigating complex negotiations
• Friendly, empathetic, and composed under pressure

Nice To Haves

• Experience with MES, ERP, or supply chain platforms an asset
• Industry experience in CPG, food & beverage, industrial, automotive, or contract manufacturing environments preferred

Responsibilities

• Own a dedicated portfolio of accounts as the primary point of contact for operational, technical, and strategic matters
• Act as a trusted advisor to credibly guide customer outcomes across the full MOS: maintenance, production, quality, inventory, and supplier operations
• Drive platform adoption, protect retention, and identify expansion and cross-sell opportunities
• Conduct product demos and showcase new functionality to existing clients
• Recognize opportunities and work proactively with customers through scope development, Statement of Work, resource allocation and delivery of new capabilities
• Clearly translate our customers business requirements into technical product capabilities
• Partner and collaborate with our internal teams on projects and customer-related matters
• Diagnose technical issues and growth requirements — coordinating with Product, Engineering, Professional Services, and Support to drive resolution
• Share best practices across the customer base and identify industry trends as Nulogy opportunities

Benefits

• Unlimited Paid Vacation policy
• Parental Leave: 100% top-up for 15 weeks for any parent or biological or adopted children
• Pension plan
• Group benefit plan including health, dental, and vision that start on day one

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed