Customer Success Manager (North America) - Nulogy

YOUR MISSION

The Smart Factory Customer Success Manager is the primary post-go-live partner for Nulogy’s Smart Factory customers. You will own a portfolio of manufacturing accounts, driving platform adoption and sustained ROI from Smart Factory, while protecting and growing annual recurring revenue through deep operational engagement, structured deployment programs, and executive-level account management. This role requires someone who can credibly walk a production floor and present a business review to a VP of Operations in the same day.

KEY 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