Customer Success Manager US (m/f/x)

Who You’ll Work For:

Makersite is an award-winning data software company that empowers teams to manage product sustainability, cost, and compliance; simultaneously, from a web browser. Our mission is to help manufacturing companies make better decisions and create safer, more sustainable products through data-driven analysis. We believe that technology can help corporations to have a more positive impact on their environment. That is why we developed a platform that uses cutting-edge technology, big data, and breakthrough algorithms to deliver product intelligence, unlike anything on the market.

For manufacturing companies with complex supply chains that want to accelerate product development, build resilience or reduce costs, Makersite is a disruptive digital twin platform that uses AI to connect and enrich cross-departmental data into live models for analysis, collaboration and decision support. Digital twins can be used to understand how externalities like regulations, supply shortages etc. affect a business and help teams evaluate scenarios taking into account multiple criteria like costs, environment, compliance etc. at the same time.

Who We’re Looking For:

We are looking for an accomplished technical Customer Success Manager to join our Customer Success team in North America. The ideal candidate will have a proven track record in managing the success of tools within the ERP, PLM, or PIM domains, with a strong preference for experience in sustainability or Life Cycle Assessment (LCA) practices. In this pivotal role, you will be instrumental in driving the success and growth of our large enterprise manufacturing customers. Your expertise will be crucial in providing consultation on LCA topics, while also addressing risk, compliance, and costing. As a key member of our team, you will collaborate closely with our implementation team to ensure seamless customer renewals, growth, and satisfaction.

What You’ll Do:

1. Customer Consultation & Support:
   • Provide expert guidance on lifecycle assessment (LCA) to help customers meet their sustainability goals.
   • Offer domain and technical support on risk management, compliance, and cost optimization.
   • Develop and maintain strong relationships with customers, acting as a trusted advisor on sustainability topics.
2. Customer Success & Growth:
   • Drive customer renewals by ensuring they achieve their desired outcomes with our solutions.
   • Identify opportunities for upselling and cross-selling to promote customer growth.
   • Collaborate with customers to develop project plans, ensuring accountability and success for both parties.
3. Collaboration with Implementation Team:
   • Work closely with the implementation team to ensure smooth onboarding and ongoing customer success.
   • Provide feedback and insights from customers to the implementation team to improve service delivery.
   • Assist in the development of best practices and processes to enhance customer satisfaction.
4. Documentation & Reporting:
   • Create and maintain success sheets, project documentation, and other materials to support customer success.
   • Monitor and report on customer progress, highlighting successes and identifying areas for improvement.
   • Prepare and deliver regular reports and presentations to customers and internal stakeholders.
5. Customer Advocacy:
   • Act as the voice of the customer within the organization, advocating for their needs and challenges.
   • Participate in customer success forums, webinars, and other events to share knowledge and best practices.
   • Gather and analyze customer feedback to drive continuous improvement in our services.