Customer Success Manager

L2L Connected Workforce Platform•MA, MA

8d•Remote

About The Position

This role focuses on driving Net Revenue Retention by protecting and growing accounts through renewals, expansion, and long-term partnerships. The Customer Success Manager will help manufacturers realize operational value that drives adoption, advocacy, and customer growth, becoming a trusted partner by aligning customer goals with business strategy and cross-functional execution.

Requirements

5+ years of Customer Success, Account Management, Strategic Account Management, or Enterprise SaaS experience.
Demonstrated success managing executive relationships within complex B2B SaaS accounts.
Proven experience owning renewals, expansion, or commercial growth objectives.
Track record of consistently achieving retention, Net Revenue Retention (NRR), or quota targets.
Strong business acumen with the ability to connect product capabilities to measurable customer outcomes.
Excellent executive communication, presentation, and relationship-building skills.
Ability to navigate ambiguity, influence cross-functional teams, and drive alignment without direct authority.
Experience leveraging customer health metrics, product usage data, and business insights to prioritize work.

Nice To Haves

Experience in manufacturing, industrial software, frontline workforce technology, or enterprise SaaS is a plus.

Responsibilities

Own a portfolio of manufacturing customers with accountability for renewals, expansion, retention, and customer satisfaction.
Develop and execute account plans aligned to customer business objectives.
Identify whitespace opportunities and partner with customers to expand adoption across sites, teams, and products.
Maintain accurate forecasts for renewals, expansion opportunities, and account health.
Serve as a trusted advisor to executive stakeholders, operational leaders, and frontline champions.
Lead Executive Business Reviews (EBRs) focused on measurable business outcomes and ROI.
Develop customer success plans that align L2L capabilities with customer priorities.
Monitor customer health, product adoption, and business outcomes to proactively identify risks and opportunities.
Partner with customers to maximize value realization and long-term adoption.
Own the renewal strategy for assigned accounts, proactively mitigating churn risk.
Identify and qualify expansion opportunities, partnering with Sales where appropriate to close new business.
Conduct commercial conversations around customer goals, business value, pricing, and growth opportunities.
Achieve or exceed renewal, expansion, and Net Revenue Retention (NRR) targets.
Partner closely with Sales, Product, Professional Services, Support, and Marketing to deliver an exceptional customer experience.
Advocate for customer needs while balancing business priorities.
Provide Voice of Customer insights that influence product roadmap and future innovation.
Share best practices and contribute to improving Customer Success playbooks, processes, and team performance.