Senior Customer Success Manager

KION•Grand Rapids, MI

4h•Onsite

About The Position

Dematic is actively seeking multiple talented, passionate and strategic Senior Customer Success Managers in our Lifecyle Solutions & Services (LSS) organization. The Senior Customer Success Manager (CSM) is the primary owner of customer outcomes across the post‑implementation lifecycle. This role ensures customers achieve measurable value from Dematic solutions through proactive engagement, operational continuity, and strategic guidance. The Senior CSM acts as the single point of accountability for customer success, retention, and expansion while serving as the internal voice of the customer across Dematic.

Requirements

Bachelor’s degree (or equivalent experience).
3-5 years experince in customer success, account management, client services, customer support, or equivalent customer management.
Exceptional time management ability.
Ability to thrive in a collaborative and multifaceted environment.
Proactive approach dedicated to customer success.
Strong customer focus and passion for helping clients succeed, with strong communication skills.
Strong organizational and communication skills.
Proven track record to work both independently and collaboratively.
Ability to balance critical thinking with operational execution.
Analytical and process oriented, with an ability to analyze data and offer actionable insights.
Strong solid understanding of MS Office products and a demonstrated ability to learn new software quickly.
Ability to reduce issues to core elements and develop solutions using problem solving and analytical skills.
Ability to travel requirement to customer sites as needed (approximately 30%+).

Nice To Haves

Material handling experience a plus.

Responsibilities

Proactively manage end-to-end customer lifecycle plans for assigned accounts.
Provide full ownership during implementation, launch, and ongoing operations.
Improve customer outcomes from Dematic products and services.
Track, measure and report on important data that provide a comprehensive view of customer outcomes including customer happiness, solution adoption and long-term value.
Proactively reduce customer concerns through early issue identification and coordination with sales, execution and services organizations.
Build strong relationships with key customer contacts via regular check-ins, touch point meetings and business reviews.
Serve as the primary advocate and internal representative of the customer.
Identify, track, and communicate expansion and upsell/cross sell opportunities of our offerings and solutions with the Sales team.
Establish strong internal feedback loops from customers to relevant internal collaborators.
Maintain accurate and up-to-date customer contact information for effective notifications.
Coordinate the regular review and communication of technical and product bulletins to relevant customer contacts
Ensure regular documentation and update of the installed data and relevant customer-specific information to maintain a comprehensive and current knowledge base.