Customer Success Manager — Strategic Account Lead (North America)

Executive Summary

We are an agile, international organization seeking an experienced Customer Success Manager to serve as our primary strategic representative for clients in the United States. This pivotal role acts as the bridge between our ownership team and the client's leadership, complementing our Technical Delivery Team by managing the commercial and relationship architecture and ensuring our global solutions translate into localized operational success on the ground in North America.

Key Strategic Mandates

• Relationship Stewardship: Cultivate and maintain high-level relationships with the client's executive leadership and production stakeholders.
• On-site Governance: Maintain a strong on-site cadence through regular travel (this is a fully remote role with approximately 60% travel) to multiple client facilities in the USA to monitor service quality, gauge organizational sentiment, and provide immediate commercial oversight.
• Strategic Alignment: In collaboration with the remote Technical Delivery Partner, ensure technical milestones are aligned with the client's broader business objectives and ROI expectations.
• Executive Intelligence: Synthesize complex market conditions and account health metrics into high-level reports for the ownership team.
• Account Optimization: Lead Quarterly Business Reviews (QBRs) and identify strategic pathways for service expansion and long-term retention.

Experience & Professional Background

We require a candidate with "institutional maturity" and deep provenance in high-tech manufacturing environments:

• Sector Expertise: Mandatory experience in Manufacturing, Production and/or automotive industry. You must understand the specific lifecycle, safety standards, and pressure-cooker environment of an automotive production facility.
• Technological Literacy: A robust background in Tech and Artificial Intelligence (AI). You must be able to fluently discuss AI integration, data-driven delivery, and software-as-a-service (SaaS) frameworks with both technical teams and business owners.
• Tenure: Minimum of 6–8 years of experience in Customer Success or Strategic Account Management within the North American market.
• Remote Proficiency: Demonstrated success operating within decentralized, international organizations where proactive communication with ownership is paramount.
• Strong Ownership: You have a proactive mindset. You understand that clear documentation and system visibility (Jira/HubSpot) are essential for a professional delivery.
• Clear Communication: You follow the "Call → Document → Follow-up" rule. You make sure all key decisions and changes are written down and shared with the right people within 24 hours.
• Organized and Scalable: You create clear process flows and standard ways of working (SOPs) so the program can grow and new team members can be onboarded easily.
• Technical Fluency: While this is not a coding role, experience in the software industry is a significant advantage. You can speak the language of engineers and translate technical constraints into business risks or opportunities for the client.
• Professional Maturity: You handle high-stakes discussions with confidence. You understand the urgency of management requests and treat internal reporting with the same priority as client work.

Professional Qualifications

• Communication Excellence: Native or fully fluent English (C-suite level proficiency), with the ability to navigate high-stakes technical and commercial discourse with executives and shop-floor stakeholders alike.
• Industry Tenure: Minimum of 6–8 years in Account Management, Customer Success, or Strategic Consulting, specifically within the U.S. industrial or automotive manufacturing sector.
• Operational Maturity: A proven track record of working effectively within fully remote, cross-border organizational structures.
• Business Entity Status: Mandatory. The candidate must operate as a registered independent contractor.

Operational Model

Fully remote, with approximately 60% travel to multiple client sites.

Engagement Framework

Independent B2B contractor

Professional Service Fee

$70 per hour