Senior Customer Success Manager

Senior Customer Success Manager

As the leader in transit technology, Hitachi Mobility Multimodal Solutions (HMMS - formerly known as Clever Devices) vision is to make meaningful contributions to worldwide mobility. Our goal is to be the leading provider of exciting technology that improves the quality of mobility in communities around the world. We are continuing to grow, and are looking for a Senior Customer Success Manager to join our team.

The Senior Customer Success Manager plays a critical leadership role in driving exceptional delivery and long-term success across HMMS' most complex and high-impact client engagements. With deep expertise in customer success strategy, operational execution, and stakeholder influence, this leader ensures seamless delivery of managed services while championing customer satisfaction, retention, and advocacy.

Serving as the primary operational liaison, they translate customer needs into actionable insights and partner cross-functionally to align service execution with strategic objectives. This includes managing customer contracts to ensure compliance with service level agreements, meeting with the product management team to drive product enhancements, guiding and delivering deployment forecasts within budget, technical and schedule scope, shaping preventive maintenance plans, driving process improvements, and enhancing service delivery standards.

The Senior CSM is responsible for managing service escalation, ensuring timely resolution and clear communication by coordinating response strategies with extreme precision across internal teams and client stakeholders. By identifying emerging service trends and influencing continuous improvement initiatives, they uphold HMMS' commitment to service excellence and help future-proof client success.

This position is accountable for managing relationships and service performance for the company's most demanding and strategically significant clients, requiring high emotional intelligence, strong operational acuity, and proactive leadership.

Primary Responsibilities:

• Lead Strategic Customer Engagements : Orchestrate and deliver high-impact, multi-tiered customer reviews (weekly, monthly, quarterly, annual), presenting actionable insights from incident data, utilization trends, health metrics, and risk analyses. Provide strategic recommendations to management level stakeholders
• Own SLA/SLO Governance : Champion full accountability for service performance reporting and delivery against SLAs across high-profile accounts, driving continuous improvements and alignment with business goals.
• Promote Stakeholder Alignment : Ensure all internal and external stakeholders are engaged and aligned to maintain and improve customer satisfaction benchmarks
• Oversee Complex Operational Frameworks : Direct the proactive evolution and execution of operational runbooks for strategic accounts, ensuring agile and resilient service delivery.
• Audit Service Excellence : Lead performance audits of TAC and Field Service teams, developing targeted coaching, corrective actions, and service optimization plans.
• Influence SOW Development : Collaborate on Statements of Work for new opportunities (whether service or new scope), contributing deep customer insight and operational feasibility
• Contribute to Customer Onboarding Success : Architect onboarding frameworks and transition plans to ensure seamless movement from implementation to support phase.
• Maintain Data Integrity : Oversee data governance initiatives to ensure accuracy of customer information across platforms, enabling reliable analytics and operations.
• Shape Policy and Process Design : Act as the voice of the customer in policy and process development initiatives, promoting scalable and customer-centric solutions.
• Escalation Leadership : Lead resolution efforts for high-priority escalations with structured tracking, reporting, and strategic interventions.
• Build Executive-Level Relationships : Cultivate influential relationships across customer and internal leadership teams, fostering trust and long-term partnerships.
• Manage Upgrades and Micro-Projects : Oversee and execute upgrade plans and smaller customer-driven initiatives with minimal disruption to live services. Proactively manage financial milestones with understanding of scope, budget, and technical resources to accurate plan and commit to milestone deliverables.
• Drive Continuous Service Improvement : Spearhead the creation and execution of Continuous Improvement Plans, communicating outcomes and success metrics with stakeholders.
• Champion Training & Adoption : Identify training needs and lead initiatives to enhance user adoption, ROI, and solution proficiency.
• Contribute To Service Renewal Strategy : Track and manage service contract renewals, ensuring customer retention and value expansion.
• Elevate Communication Standards : Deliver high-quality incident reports and communications tailored for executive consumption. Contribute to improved templates/deliverables for CSM team
• Financial Stewardship : Leverage financial acumen to evaluate decisions impacting customer profitability and overall business health.
• Act as Cross-Functional Connector : Partner across all organizational tiers—from technical experts to C-suite executives—to drive strategic initiatives and customer success programs.
• Monitor and Report on KPIs : Drive performance excellence by monitoring key operational indicators and translating them into actionable insights.
• Engage Management-Level Stakeholders : Confidently present and advise leadership on customer strategy, program risks, and success roadmaps.
• Contribute to SOPs and Best Practices : Create and refine standard operating procedures, contributing to institutional knowledge and operational maturity.
• Contribute Beyond the Role : Proactively take on high-impact assignments aligned with business transformation and leadership development
• Other duties as assigned

HMMS, (Hitachi Rail CD U.S. Ltd.) is an Affirmative Action/Equal Opportunity Employer

The compensation range posted for this position represents the anticipated minimum and maximum compensation for this position based upon a good faith and reasonable estimate. The exact compensation offered will depend on several factors such as the candidate's experience, skills, training, education and/or physical location; internal equity; and budget.

In addition, HMMS, (Hitachi Rail CD U.S. Ltd.) offers a variety of benefits to eligible employees, including health insurance coverage, wellness and family support programs, life and disability insurance, retirement savings plans, paid leave programs, education-related programs, paid holidays and time off, and many others, depending on the level and position offered. Many of these benefits are subsidized or fully paid for by the company.

This job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice based on business need.