Customer Success Specialist - Miami

Pelico•Miami, FL

2d•Hybrid

About The Position

Pelico is an innovative French scale-up on a mission to revolutionize manufacturing intelligence through resource optimization. We have developed a platform that enables factories to be more agile, efficient, and resilient, minimizing disruptions and ensuring continuous productivity. At the forefront of supply chain disruption management, we empower factories with unmatched agility and resilience. Our cutting-edge SaaS Supply Chain Operations platform enables teams to swiftly navigate disruptions, ensuring maximum efficiency. Since 2019, we’ve transformed operations for industry leaders in aerospace, industrial equipment, and luxury watchmaking, driving impact in 15+ countries. Trusted by Airbus, Safran, Cartier, Daikin, and Eaton, we are redefining the future of manufacturing. As a Customer Success Specialist based in Miami, you will be the primary relationship owner for our North American customers after deployment. You are the client’s go-to person — the one who ensures they are happy, supported, and continuously extracting value from Pelico. You will partner with technical teams (Solutions Engineering, Customer Ops) but your role is not technical: → Your superpower is customer relationships, problem-solving, and orchestration. You ensure customers succeed with Pelico, stay with Pelico, and grow with Pelico.

Requirements

5+ years in Customer Success / Onboarding roles in SaaS or enterprise tech
Experience with enterprise accounts and complex stakeholders
Strong communicator, relationship builder, and customer advocate
Ability to work cross-functionally with technical teams
Familiarity with CRM/ticketing tools
Thrives in fast-paced scale-up environments
Based in Florida (or willing to relocate)

Responsibilities

Own relationships with a portfolio of enterprise manufacturing clients across the US.
Lead customer meetings (check-ins, reviews, QBRs); become their trusted advisor.
Manage incoming requests and coordinate resolution with engineering teams.
Drive product adoption through education, guidance, and proactive engagement.
Track customer health, usage, risks, and champion retention strategies.
Identify upsell opportunities and partner with Sales to execute them.
Advocate for customer needs internally to influence product improvements.
Contribute to building the Miami CXS practice: playbooks, documentation, best practices.