Manager, Customer Success

Nanometrics Inc•Ottawa, ON

33d•$95,000 - $125,000•Hybrid

About The Position

The Manager, Customer Success is a high-impact leadership role responsible for the post-sales customer lifecycle. This individual will oversee the seamless execution of services and support, including installations, customer training, and the management of ongoing service and maintenance contracts. Beyond delivery, this role is a key driver of revenue protection through the oversight of non-warranty RMA services and the continuous improvement of customer support metrics.

Requirements

Bachelor’s Degree or equivalent in Engineering, Science or related field
5+ years in Technical Operations, Customer Success, or Post-Sales Management, preferably in a hardware/software technical environment.
Proven track record of managing complex project timelines and field service logistics.
Experience managing service contracts and an understanding of warranty vs. billable revenue models.
Proficiency in CRM/Ticketing systems (e.g., SAP, Zendesk) and data visualization tools to track and report on KPIs.
Strong communication skills with the ability to bridge the gap between technical teams and external stakeholders.

Nice To Haves

Experience in Seismology, Geophysics or related field

Responsibilities

Oversee the scheduling and execution of all product installation and engineering services, ensuring projects are completed on time and within scope.
Lead the customer onboarding and training programs to drive product adoption and high user proficiency.
Act as the primary escalation point for project delivery hurdles, coordinating between the customer and internal field teams.
Drive revenue recovery by ensuring all out-of-scope parts, labor, and shipping are accurately quoted and billed.
Monitor and manage the lifecycle of service and maintenance contracts to ensure 100% fulfillment and high renewal rates.
Ownership of the Customer Support dashboard, monitoring key metrics including CSAT (Customer Satisfaction), NPS, First Response Time, and Resolution Time.
Analyze support trends to identify systemic issues and implement proactive "Voice of Customer" (VOC) improvements.
Collaborate with the Manager, Solutions Engineering to translate support data into technical training or product refinements.

Benefits

Global Leader: Join a Canada's Best Managed Companies Platinum Club winner and a global leader in seismic solutions.
Work that Matters: Be part of a company committed to sustainable growth while making a global impact with work that is essential now and in the future.
Flexible Hybrid Work: Benefit from a flexible hybrid model (3 days in-office minimum: Tuesday, Wednesday, Thursday).
Generous Time Off: Start with a minimum of 3 weeks vacation, plus paid sick days and a company-wide holiday shutdown.
Day-One Benefits Coverage: Company-paid Health & Dental Benefits start from day one.
Wellness Support: Utilize a Health Spending & Wellness Account, which can be used for a wide variety of services (e.g., gym memberships, personal trainers, recreational activity fees etc.)
Financial Future: Benefit from an RRSP contribution matching program, a new TFSA option, and a company-wide corporate bonus program with a history of consistent payment.
Collaborate with the Best: Work and learn alongside high-performing teams and some of the industry's top minds.
Grow your career with us: We invest in your development through ongoing learning opportunities, including unlimited access to Udemy Business.
Passionate & Fun Team: Enjoy a passionate team culture with regular social activities (e.g., Summer & Holiday Events).