Customer Success Manager (senior profile)

A2MAC1•Detroit, MI

About The Position

This role supports the sales process with manufacturing and solution expertise, leading customer discovery sessions and needs analyses focused on product costing and carbon footprint assessment. The position involves translating customer requirements into tailored solution concepts, delivering product demonstrations, and supporting RFP/RFQ processes. Additionally, the role is responsible for rolling out B2B enterprise software solutions to customers, developing expert-level knowledge of the Tset software, and identifying customer business needs to design and implement suitable solutions. It also involves using software APIs for configuration and customization, leading customer workshops, building strong customer relationships, and collaborating cross-functionally to ensure customer issues are resolved efficiently. The role also includes analyzing customer usage data to identify improvement opportunities and enhance the customer experience, defining project scope, objectives, timelines, and resource requirements, and managing detailed project schedules. Collaboration with Sales, Product Development, and Customer Success teams is crucial for internal alignment and smooth project handovers.

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 at least one of the following: SaaS, Enterprise Software, Automotive or Manufacturing, Product Costing, Product Sustainability.
Experience in project management and ideally 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.
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.
Willingness to travel occasionally within Europe and internationally/intercontinentally (approximately 10 trips per year).

Nice To Haves

Master's degree in Business Administration, Engineering Management, Data Analytics, or Marketing.
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.

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.