Note: The job is a remote job and is open to candidates in USA. Nulogy is a manufacturing technology company focused on improving the production process for manufacturers and packagers. The Smart Factory Customer Success Manager will manage a portfolio of manufacturing accounts, driving platform adoption and ensuring customer satisfaction while protecting and growing revenue through strategic engagement and account management.
Responsibilities
- Own a portfolio of Smart Factory accounts as the primary point of contact for operational, technical, and strategic matters
- Drive adoption of core Smart Factory modules through on-site engagement, training, and change management support
- Track adoption and usage metrics; identify stalled rollouts and activate recovery plans before they become retention risks
- Lead renewal conversations and contract negotiations in partnership with the Account Management team
- Identify expansion opportunities - additional sites, modules, or adjacent Nulogy MOS capabilities - and collaborate with Account Managers to advance them
- Manage multi-site deployment sequencing for enterprise customers, ensuring each new site benefits from lessons learned across the footprint
- Build multi-threaded relationships across plant managers, CI directors, operations leaders, and executive sponsors
- Share best practices and win stories across the customer base to accelerate time-to-value at new accounts
- Conduct regular business reviews with quantified value metrics tied to customer-defined success criteria
- Conduct product demos and showcase new functionality to existing clients
- Partner and collaborate with our internal teams on projects and customer-related matters
- Triage technical and growth issues, coordinating across Product, Engineering, Professional Services, and Support to drive resolution
Skills
- 5-8+ years in manufacturing operations, CPG/supply chain, industrial, or SaaS Customer Success in industry-adjacent space
- Comfort with deployment and change management in manufacturing environments
- Familiarity with MES, SCADA, ERP, or production monitoring systems an asset
- Exceptional communication skills across diverse audiences - Builds credibility with plant floor operators and C-suites
- Effective at leading and facilitating customer meetings
- Able to dynamically prioritize across a portfolio of approximately 30 accounts in a fast-paced, high-growth environment
- Friendly, empathetic, and composed under pressure
- Detail-oriented; strong analytical, planning, and organizational skills
- Comfortable owning GRR/NRR targets and measuring success through retention, expansion, and adoption metrics
- Able to travel up to 70%; on-site presence is central to this role
- Lean Six Sigma training or certification (Green Belt or higher)
- Bachelor Degree - Business, Science, Engineering, Manufacturing, Operations Management, or a related business discipline preferred - or equivalent industry experience
Benefits
- Group benefit plans including health, dental, and vision that start on day one—benefit premiums are fully paid by the employer
- Parental leave: 100% top-up for 15 weeks for any parent of biological or adopted children
- Flexible paid vacation policy
- RRSP Matching Program, 401K program
Company Overview