Customer Success Manager

Are you a proactive, customer-focused professional who enjoys building strong relationships? Do you like using data to help customers achieve measurable business outcomes? If so, we would love to meet you!

By joining our team as a Customer Success Manager, you will be responsible for proactive customer engagement, personalized guidance, and cross-functional collaboration to support customer success, satisfaction, retention, and long-term growth.

In this role, you will help ensure that customers get the most out of our solutions from day one and throughout their journey with us. You will work closely with customers and internal teams to drive adoption, monitor customer health, identify risks and opportunities, and contribute to successful renewals.

Responsibilities

• Support the onboarding of strategic accounts and help define customer success objectives
• Monitor product adoption, usage data, and customer health indicators to identify opportunities for increased engagement and value realization
• Proactively identifiy underutilized features and provide guidance, share best practices and recommendations to help customers get more value from our solutions
• Plan and lead regular customer check-ins and Quaterly Business Reviews to assess progress, align on objectives, and identify opportunities for continued success
• Act as the voice of the customer by sharing feedback with internal teams to drive continuous improvement
• Identify at-risk accounts and coordinate actions to address potential issues before renewals
• Highlight the value and return on investment delivered by our solutions
• Collaborate with sales, solution architecture, deployment, product management, and development teams to align customer objectives with concrete adoption plans

Qualifications

• Hold a relevant university degree in business administration, sales, marketing, engineering, computer science, or another related field
• Have significant experience in customer success, strategic account management, project management, software adoption, solution deployment, sales, or another client-facing strategic role
• Demonstrate strong communication skills and the ability to build trusted customer relationships
• Be comfortable analyzing usage data, customer health indicators, adoption metrics, and business outcomes
• Show strong organizational skills, rigor, and the ability to coordinate several stakeholders and priorities at once
• Be proactive, solution-oriented, and comfortable identifying risks and addressing customer challenges
• Have technical curiosity and the ability to explain the value of software solutions to different audiences
• Be comfortable using data tracking, analysis, and presentation tools (experience with Power BI or similar tools is an asset)
• Experience with SaaS products, renewals, usage metrics, business reviews, or multi-stakeholder environments will be considered an asset

Joining PolyWorks USA means that you will enjoy many advantages:

• Flexible schedule that facilitates work/family balance
• Sick days and vacation
• 401(K) Plan
• Competitive salary and bonus plan
• Group insurance (health coverage, life and LTD coverage)
• Assistance program for employees and their families

We thank you for your interest in this position. Please note that we will only contact shortlisted candidates.

Who are we?

As one of InnovMetric Software Inc.’s subsidiaries, PolyWorks USA Inc. is primarily responsible for promoting the capabilities of PolyWorks, providing technical support and training services to PolyWorks users and supporting the sales efforts of 3D metrology hardware partners in the United States.

Founded in 1994 and headquartered in Quebec City, QC, Canada, InnovMetric Software Inc. is the leading provider of universal 3D metrology software solutions. The world’s largest industrial manufacturing organizations, including GM, Volkswagen, Tesla, BMW, Boeing, and Apple trust InnovMetric’s PolyWorks® software solutions.

With its subsidiaries and joint ventures, InnovMetric has over 700 employees spanning 20 countries.