Customer Success Manager (Remote)

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Customer Success Manager

MachineMetrics, a leader in IoT platforms for machines, is seeking a Customer Success Manager to join their Customer Operations Team. 

Customer Success Managers are responsible for making sure that our customers get the MOST and the BEST out of our product. There is significant opportunity in this position to design best practices that impact the entire company. We welcome people with all industry backgrounds: automotive, mechanical engineering, electrical, heavy equipment to name a few.

Please note: This is not a customer service position. This is more similar to an account executive or business advisor in a manufacturing plus hi-tech environment. The focus and emphasis are not just on making our points of contacts happy, but on guiding them towards measurable successes in their business. 

What you can expect to do:
  • Be the primary contact and advocate for our customers
  • Become an expert in MachineMetrics and the trusted advisor to each of our customers
  • Become an expert in our customers’ manufacturing processes, and identify opportunities where machine data can help improve operations
  • Onboard new customers and manage their implementation
  • Work with the product team to guide the product roadmap and prioritize issues
  • Work with the sales team to identify upsell and cross-sell opportunities and help drive them to close
  • Help drive customer references and case studies
  • Partner closely with other cross-functional team members to translate business needs and product requirements into new solutions for customers
  • Create customer training assets, adapt existing customer training assets, and work with product marketing to refine existing and create new customer education assets
  • Collaborate with other team members to plan and execute on customer events, live trainings, and other experiences 

 What we will expect from you:

  • Manufacturing industry experience - required
  • At least 5 years experience in a manufacturing environment and experience in Customer Success for a software company, OR  4+ years experience as a Customer Success Manager for manufacturing software
  • Customer Success or Account Management Experience
  • Proven ability to develop and manage deep relationships within enterprise organizations. 
  • Experience uncovering business problems and driving solutions and value across the organization. 
  • Own customer renewals and work closely with Account Executives, Value Engineers, and Customer Account Managers to identify opportunities to expand within our customers
  • Clear and articulate communication (written and verbal) skills and the ability to effectively facilitate a productive conversation
  • Strong interpersonal skills and experience building strong internal and external relationships
  • You consider project management a strength and have experience leveraging internal resources and stakeholders to execute against deadlines within a complex organization
  • Phenomenal organizational skills
  • The ability to thrive in a fast-paced, start-up environment
  • Travel to customer sites to work onsite with the team to build relationships and drive value
  • Valid driver’s license, passport, and any additional documents required to travel domestically or internationally without restriction

 Bonus if you have:

  • Six Sigma certification or any training in Lean manufacturing
  • Fluency in other languages, Spanish preferred 
  • Knowledge of Hubspot
What you can expect from us:
  • Competitive, regularly benchmarked salary
  • Meaningful stock options
  • Full suite of medical and wellness benefits, including comprehensive EAP
  • On-going opportunities for learning and career development
  • Time off allowances for training and career development, volunteer work and regular Wellness Days, in addition to generous Paid Time Off and company holidays
  • Biweekly work-from-home stipend and the freedom to spend it on your set up or WFH needs however you see fit 

About Us: 

MachineMetrics was founded by a small group of software and manufacturing professionals that couldn’t sit still and are obsessed with making an incredible product. You can help us make our mark on the world by making our partners’ factory floors more productive, profitable, and let's just say it: happier. 

Our work environment is busy, non-political, and comfortable. You’ll do well here if you can self-manage but aren’t afraid to reach out for mentorship. Our team is committed to making an awesome product that will help our customers see serious improvements. 

 

MachineMetrics is proud to be an equal opportunity workplace. We don’t just accept differences, we celebrate it and allow it to enrich our people, our products and our community. We interview and hire applicants of all backgrounds, orientations, expressions, and identities.

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Technology we use

  • Engineering
  • Product
  • Sales & Marketing
    • C++Languages
    • JavascriptLanguages
    • PythonLanguages
    • RLanguages
    • SqlLanguages
    • ReactLibraries
    • ReduxLibraries
    • Node.jsFrameworks
    • SparkFrameworks
    • MySQLDatabases
    • PostgreSQLDatabases
    • SQLiteDatabases
    • TimescaleDBDatabases
    • JIRAManagement
    • HubSpotCRM

Location

We're 100% remote!

What are MachineMetrics, Inc. Perks + Benefits

MachineMetrics, Inc. Benefits Overview

Smart, sassy people work here. Whether you're in one of our offices in Northampton or Cambridge, MA, or working remote from LA, you'll find that we're a tight-knit crew who takes care of each other.

Culture
Volunteer in local community
Friends outside of work
Eat lunch together
Intracompany committees
Open door policy
Team based strategic planning
Group brainstorming sessions
Pair programming
Open office floor plan
Diversity
Someone's primary function is managing the company’s diversity and inclusion initiatives
Mean gender pay gap below 10%
Health Insurance & Wellness Benefits
Flexible Spending Account (FSA)
Disability Insurance
Dental Benefits
Vision Benefits
Health Insurance Benefits
Life Insurance
Wellness Programs
Retirement & Stock Options Benefits
401(K)
401(K) Matching
Company Equity
Child Care & Parental Leave Benefits
Flexible Work Schedule
Company sponsored family events
Vacation & Time Off Benefits
Generous PTO
Paid Holidays
Paid Sick Days
Perks & Discounts
Casual Dress
Commuter Benefits
Company Outings
Stocked Kitchen
Pet Friendly
Professional Development Benefits
Job Training & Conferences
Tuition Reimbursement
Lunch and learns
Cross functional training encouraged
Promote from within
Mentorship program
Continuing Education stipend
Time allotted for learning
Online course subscriptions available
Customized development tracks
Paid industry certifications
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