Customer Success Manager

Job Description

Job Description

Presales & Solution Consulting

• Support the sales process with manufacturing and solution expertise
• Lead customer discovery sessions and needs analyses focused on product costing and carbon footprint assessment across different manufacturing processes and use cases
• Translate customer requirements into tailored solution concepts, including value propositions, scope definitions, and configuration/customization approaches
• Deliver product demonstrations and presentations to both technical and business stakeholders
• Answer functional and technical customer questions related to manufacturing costing logic, software capabilities, feasibility, and data flows
• Support RFP/RFQ processes and contribute to proposal creation with clear assumptions, scope boundaries, and solution definitions
• Capture customer and market feedback and identify gaps, opportunities, and future improvements

Customer Success & Implementation

• Become part of the team responsible for rolling out B2B enterprise software solutions to customers in the automotive and manufacturing industries, primarily within German-speaking markets
• Develop expert-level knowledge of the Tset software, including its features, functionalities, and user perspective
• Identify customer business needs and use cases, and design and implement suitable solutions within Tset
• Use software APIs for intermediate configuration and customization tasks, such as data imports and report creation
• Lead and facilitate customer workshops and discussions to ensure optimal solution design and proactive expectation management
• Build and maintain strong customer relationships, serving as the main point of contact for concerns, escalations, and ongoing communication
• Collaborate cross-functionally to ensure customer issues and tickets are tracked and resolved efficiently
• Analyze customer usage data to identify improvement opportunities and enhance the customer experience

Project Management & Cross-Functional Collaboration

• Define project scope, objectives, timelines, and resource requirements
• Develop and manage detailed project schedules while taking ownership of project execution and controlling responsibilities
• Collaborate closely with Sales, Product Development, and Customer Success teams to ensure strong internal alignment and smooth project handovers
• Ensure clear communication and coordination between internal teams and customers throughout project delivery and implementation phases

Requirements

Technical & Professional Qualifications

• Bachelor's degree or higher in Engineering (Automotive, Mechanical, Industrial), Information Systems, Computer Science, Data Analytics, or a closely related field
• Equivalent combinations of specialized training and progressive responsible professional experience may be accepted in lieu of a formal degree
• Preferred: Master's degree in Business Administration, Engineering Management, Data Analytics, or Marketing
• Knowledge of manufacturing and production technologies, such as machining, forming, casting, injection molding, or assembly
• Technical background in mechanical engineering, manufacturing engineering, or comparable hands-on experience in manufacturing environments
• Experience in at least one of the following preferred- SaaS, Enterprise Software, Automotive or Manufacturing, Product Costing, Product Sustainability
• Experience in project management and ideally in customer success, customer service, or customer-facing operations
• Familiarity with project management tools such as Asana, Jira, Confluence, Zendesk, Slack, G-Suite, and MS Office
• Experience in customer-facing roles is a plus, such as presales, consulting, application engineering, or process engineering with customer interaction

Skills and Abilities

• Excellent communication and comprehension skills
• German proficiency nice to have
• Ability to explain complex technical topics clearly and understand customer needs effectively
• Strong analytical and structured problem-solving skills with a hands-on mindset
• High level of ownership and ability to work independently
• Strong attention to detail and proactive attitude in identifying and escalating critical issues
• Confident handling of data and analytical tools, especially Excel; experience with costing tools is a plus
• Willingness to travel occasionally within Europe and internationally/intercontinentally (approximately 10 trips per year)

Benefits

• PTO
• PAID COMPANY HOLIDAYS
• 401(K) + EMPLOYER MATCH
• MEDICAL, DENTAL, VISION INSURANCE
• LIFE INSURANCE
• DISABILITY INSURANCE
• TUITION REIMBURSEMENT
• FSA