Customer Success Manager (, MA, United States)

Here’s How You Can Drive Action That Matters

Top Outcomes

Drive Net Revenue Retention: Protect and grow accounts through renewals, expansion, and long-term partnerships.

Prove Customer Value: Help manufacturers realize operational value that drives adoption, advocacy, and customer growth.

Become a Trusted Partner: Earn executive trust by aligning customer goals with business strategy and cross-functional execution.

What You’ll Do

Account Management

• Own a portfolio of manufacturing customers with accountability for renewals, expansion, retention, and customer satisfaction.
• Develop and execute account plans aligned to customer business objectives.
• Identify whitespace opportunities and partner with customers to expand adoption across sites, teams, and products.
• Maintain accurate forecasts for renewals, expansion opportunities, and account health.

Customer Success & Business Outcomes

• Serve as a trusted advisor to executive stakeholders, operational leaders, and frontline champions.
• Lead Executive Business Reviews (EBRs) focused on measurable business outcomes and ROI.
• Develop customer success plans that align L2L capabilities with customer priorities.
• Monitor customer health, product adoption, and business outcomes to proactively identify risks and opportunities.
• Partner with customers to maximize value realization and long-term adoption.

Commercial Growth

• Own the renewal strategy for assigned accounts, proactively mitigating churn risk.
• Identify and qualify expansion opportunities, partnering with Sales where appropriate to close new business.
• Conduct commercial conversations around customer goals, business value, pricing, and growth opportunities.
• Achieve or exceed renewal, expansion, and Net Revenue Retention (NRR) targets.

Cross-Functional Leadership

• Partner closely with Sales, Product, Professional Services, Support, and Marketing to deliver an exceptional customer experience.
• Advocate for customer needs while balancing business priorities.
• Provide Voice of Customer insights that influence product roadmap and future innovation.
• Share best practices and contribute to improving Customer Success playbooks, processes, and team performance.

What We’re Looking For

• 5+ years of Customer Success, Account Management, Strategic Account Management, or Enterprise SaaS experience.
• Demonstrated success managing executive relationships within complex B2B SaaS accounts.
• Proven experience owning renewals, expansion, or commercial growth objectives.
• Track record of consistently achieving retention, Net Revenue Retention (NRR), or quota targets.
• Strong business acumen with the ability to connect product capabilities to measurable customer outcomes.
• Excellent executive communication, presentation, and relationship-building skills.
• Ability to navigate ambiguity, influence cross-functional teams, and drive alignment without direct authority.
• Experience leveraging customer health metrics, product usage data, and business insights to prioritize work.
• Experience in manufacturing, industrial software, frontline workforce technology, or enterprise SaaS is a plus.

Preferred Location

L2L 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. 

Our Values

Our 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?

More About Us

L2L’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.

Backed 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.