{"id":2408719,"url":"https://alion.io/job/l2l-customer-success-manager","title":"Customer Success Manager","company":{"id":2816793,"name":"L2L","domain":"l2l.com","url":"https://alion.io/company/l2l-com","size_band":null,"is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Rippling","truth_index":null},"role":"Customer Success","role_family":"Customer Success","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":[],"countries":[],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":85000,"max_usd":201000,"period":"year","method":"global_role_cell_scaled_by_country","sample_n":1380},"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-09-08T15:22:22Z","employer_posted_date":"2026-09-08","last_verified_at":"2026-10-23T19:32:53Z","board_verified":true,"closed_at":null,"days_open":45,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":45},"description":"L2L is on a mission to empower workers to manufacture better together. The Connected Workforce Software market is exploding, and L2L is at the forefront, providing software that enables manufacturing facilities to drive efficiency and productivity across the plant floor. Our modern technology provides real-time visibility and action-driving tools that enable the entire workforce to systematically identify and solve problems, and provides workers with the personalized information they need to do their best work. L2L thereby improves overall equipment. At L2L, we're leading Connected Manufacturing Operations.\nManufacturers don't have a data problem - they have an action problem. Every day, disconnected systems, siloed teams, and fragmented workflows create unnecessary downtime, reduce productivity, and make it harder for frontline employees to do their best work.\nL2L solves that challenge by unifying people, machines, and workflows to increase productivity every shift, every day. Our platform combines operational data, AI, maintenance, production, skills, and shop floor execution to help manufacturers spot and solve problems in real time.l and resources to develop already-great businesses into market leaders.\nHere's How You Can Drive Action That Matters:\nTop Outcomes:\nDrive Net Revenue Retention: Protect and grow accounts through renewals, expansion, and long-term partnerships.\nProve Customer Value: Help manufacturers realize operational value that drives adoption, advocacy, and customer growth.\nBecome a Trusted Partner: Earn executive trust by aligning customer goals with business strategy and cross-functional execution.\nWhat You'll Do:\nAccount Management:\nOwn a portfolio of manufacturing customers with accountability for renewals, expansion, retention, and customer satisfaction.\nDevelop and execute account plans aligned to customer business objectives.\nIdentify whitespace opportunities and partner with customers to expand adoption across sites, teams, and products.\nMaintain accurate forecasts for renewals, expansion opportunities, and account health.\nCustomer Success & Business Outcomes:\nServe as a trusted advisor to executive stakeholders, operational leaders, and frontline champions.\nLead Executive Business Reviews (EBRs) focused on measurable business outcomes and ROI.\nDevelop customer success plans that align L2L capabilities with customer priorities.\nMonitor customer health, product adoption, and business outcomes to proactively identify risks and opportunities.\nPartner with customers to maximize value realization and long-term adoption.\nCommercial Growth:\nOwn the renewal strategy for assigned accounts, proactively mitigating churn risk.\nIdentify and qualify expansion opportunities, partnering with Sales where appropriate to close new business.\nConduct commercial conversations around customer goals, business value, pricing, and growth opportunities.\nAchieve or exceed renewal, expansion, and Net Revenue Retention (NRR) targets.\nCross-Functional Leadership:\nPartner closely with Sales, Product, Professional Services, Support, and Marketing to deliver an exceptional customer experience.\nAdvocate for customer needs while balancing business priorities.\nProvide Voice of Customer insights that influence product roadmap and future innovation.\nShare best practices and contribute to improving Customer Success playbooks, processes, and team performance.\nWhat We're Looking For:\n5+ years of Customer Success, Account Management, Strategic Account Management, or Enterprise SaaS experience.\nDemonstrated success managing executive relationships within complex B2B SaaS accounts.\nProven experience owning renewals, expansion, or commercial growth objectives.\nTrack record of consistently achieving retention, Net Revenue Retention (NRR), or quota targets.\nStrong business acumen with the ability to connect product capabilities to measurable customer outcomes.\nExcellent executive communication, presentation, and relationship-building skills.\nAbility to navigate ambiguity, influence cross-functional teams, and drive alignment without direct authority.\nExperience leveraging customer health metrics, product usage data, and business insights to prioritize work.\nExperience in manufacturing, industrial software, frontline workforce technology, or enterprise SaaS is a plus.\nPreferred Location:\nL2L practices a remote-first approach while offering office space in Burlington, MA. Due to the collaborative nature of this role, we are looking for someone based on the East Coast.\nOur Values\nOur values are at the core of everything we do. We believe in collaboration because we’re better together. We embody a mindset of continuous improvement, bold thinking, curiosity, and adapting with purpose. We take ownership by stepping up, taking responsibility, and driving results. And we lead with positivity, supporting ourselves and each other. Interested in seeing our values in action?\nMore About Us:\nL2L’s Connected Manufacturing Operations platform unifies people, machines, and workflows across the factory to help manufacturers in real time detect, dispatch, resolve, and prevent disruptions that traditional MES and CMMS tools do not address.\nBacked by M33 Growth, we're helping manufacturers stabilize, standardize, and optimize operations through the L2L Method: a proven three-step blueprint deployed across hundreds of sites to minimize barriers to productivity and drive continuous improvement.","description_format":"text","description_chars":5454,"description_truncated":false,"requirements":{"experience_years_min":5,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":null,"security_clearance":false,"languages":[]},"benefits":["Growth opportunities"],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Manufacturing","Process Manufacturing"],"lifecycle":[{"event":"open","at":"2026-10-13T01:33:14Z"}],"visa":[],"liveness":{"score":29,"band":"fade","label":"Fading","p_open":1,"p_active":0.646,"p_room":0.45,"age_days":44,"expected_fill_days":27,"reasons":["conf:0","win:tail"],"computed_at":"2026-10-23T05:54:15Z"},"pay":null,"html_url":"https://alion.io/job/l2l-customer-success-manager","json_url":"https://alion.io/job/l2l-customer-success-manager.json","meta":{"generated_at":"2026-10-23T22:32:22Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":5346,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-24T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":2816793},"rest":"https://alion.io/mcp/rest/get_company?id=2816793"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Fl2l-customer-success-manager"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Fl2l-customer-success-manager"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Fl2l-customer-success-manager"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/l2l-customer-success-manager\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Fl2l-customer-success-manager"}]}