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Technology is a catalyst for change, but what sort of change, depends on how new technologies are deployed and integrated into existing processes. Beyond this, it is about how we seek to train new and existing employees in best practice and the use of technology. One answer to this is connected workforce solutions or smart factory software. Applications designed to support production and operator teams by improving methods of communication throughout the team and factory, ensure all team members have the required training and resources, reduce labour disruption and minimise operator input. Our client's smart factory software and management systems help production teams and operators in their daily tasks, helping large and small manufacturing companies achieve their operational goals and spot issues before they become significant. Their connected worker software is focused on process improvement, detailed insights, and resolving shop floor issues by transforming real-time data into actionable insights. They are seeking a customer success manager to act as a trusted advisor to their enterprise customers in Europe. This is a ‘purist’ type customer success position. A true advisor and voice of the customer. Whilst you will have commercial responsibility, it is not the role of the CSM to ‘sell’ or ‘close’. Please do not apply, unless you… • Have at least 10 years’ experience in a combination of customer success, account management, presales, professional services or customer support roles., • Understand operational technology and at least one of the following software: OEE (Overall Equipment Effectiveness), APM (asset performance management), MES (manufacturing execution system), Connected Worker, Smart Factory. It is an advantage if you… • Have experience achieving high levels of customer retention and expansion, • Know a thing or two about customer lifecycle management, • Understand SaaS metrics and value realisation frameworks, • Are a great relationship builder, including at C-Level, • Keep customers at the heart of everything you do, • Love using data to inform the decisions you make, • Know how to navigate complex organisation dynamics What will your day to day look like? This role is focused on retention. You’ll be tasked with: • Managing a portfolio of Enterprise-sized accounts, • Acting as an advisor to your customers on product best use, • Owning the customer journey from deployment to adoption, • Helping customers achieve their digital transformation goals through personalised solutions, • Helping to drive platform adoption and secure renewals, • Acting as the internal voice of the customer to shape product roadmaps, • Measuring KPIs (like renewal, NRR and NPS) to track customer health, • Implementing data-driven improvements, • Supporting new customer onboarding activities Success in this role looks like high levels of customer retention, with the ultimate aim of growing your accounts. There is opportunity to help shape the future customer success team and best practice. This position benefits from supported autonomy; an opportunity to be creative, whilst being supported. This role is remote, but you will need to travel up to 25% of the time across Europe to customer sites and for networking events. Think this could be your next role? Please get in touch with Victoria on The fine print Reference number: 20886 Temporary or Permanent: Permanent FMC contact for this role: Victoria Rybak