Metaplanet
Senior Customer Success Manager (Boston)
Metaplanet, Boston, Massachusetts, us, 02298
The role
As a customer success manager, you will manage a portfolio of customer accounts and their adoption and scale-up of MIRAI, a groundbreaking AI software with applications in industrial automation for manufacturing. You will work with customers to understand use cases, resourcing, product feedback and requests, and collaborate internally with Sales to develop strategic account plans for how to achieve and measure success. You’ll be responsible for standard business reviews with customer stakeholders, as well as building trust-based relationships with these customers.CSMs inherently work cross-functionally across most teams within Micropsi, including Sales, Product Management, Software Engineering, Automation Engineering, and Finance.
Responsibilities
Manage day-to-day customer relationships, health, and utilizationDevelop and execute on strategic account plans, in collaboration with SalesSecure renewals, and plan and execute on expansionsAct as voice of customer to Product and collaborate with Product to vet and prioritize feedbackUnderstand the product well enough to direct customer questions and concerns, and support internal technical teams with triage and coordination with the customerLead internal cross-functional coordination for customer accounts, including prioritizing requests and needs with internal team’s bandwidthBuild processes and metrics for the CS function
Minimum Requirements
B.S. in Engineering discipline or equivalent experience. MBA preferred8+ years in strategic account management, enterprise customer success, management consulting, or other client-facing role, preferably in operational or technical industriesExperience on manufacturing shop floors, and an appreciation for the complexity and criticality of running productionExperience creating and leading executive-level presentationsExcellent verbal and written communication skills, that can adapt to different levels and roles in an organizationData analysis skills e.g., Excel, particularly related to financialsObsession with creating and tracking value for customersExcitement to work in a growth stage start-up
Nice-to-Haves
Experience with industrial automation, robotics, PLCs, and/or vision systemsDirect experience in manufacturing, preferably discrete manufacturing in automated environmentsUnderstanding and experience with managerial finance, SaaS financials, or Revenue Operations
Benefits
401k retirement program with company matching.22 days annual PTO100% coverage of medical, dental & vision insurance.Personal development budget for training
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As a customer success manager, you will manage a portfolio of customer accounts and their adoption and scale-up of MIRAI, a groundbreaking AI software with applications in industrial automation for manufacturing. You will work with customers to understand use cases, resourcing, product feedback and requests, and collaborate internally with Sales to develop strategic account plans for how to achieve and measure success. You’ll be responsible for standard business reviews with customer stakeholders, as well as building trust-based relationships with these customers.CSMs inherently work cross-functionally across most teams within Micropsi, including Sales, Product Management, Software Engineering, Automation Engineering, and Finance.
Responsibilities
Manage day-to-day customer relationships, health, and utilizationDevelop and execute on strategic account plans, in collaboration with SalesSecure renewals, and plan and execute on expansionsAct as voice of customer to Product and collaborate with Product to vet and prioritize feedbackUnderstand the product well enough to direct customer questions and concerns, and support internal technical teams with triage and coordination with the customerLead internal cross-functional coordination for customer accounts, including prioritizing requests and needs with internal team’s bandwidthBuild processes and metrics for the CS function
Minimum Requirements
B.S. in Engineering discipline or equivalent experience. MBA preferred8+ years in strategic account management, enterprise customer success, management consulting, or other client-facing role, preferably in operational or technical industriesExperience on manufacturing shop floors, and an appreciation for the complexity and criticality of running productionExperience creating and leading executive-level presentationsExcellent verbal and written communication skills, that can adapt to different levels and roles in an organizationData analysis skills e.g., Excel, particularly related to financialsObsession with creating and tracking value for customersExcitement to work in a growth stage start-up
Nice-to-Haves
Experience with industrial automation, robotics, PLCs, and/or vision systemsDirect experience in manufacturing, preferably discrete manufacturing in automated environmentsUnderstanding and experience with managerial finance, SaaS financials, or Revenue Operations
Benefits
401k retirement program with company matching.22 days annual PTO100% coverage of medical, dental & vision insurance.Personal development budget for training
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