Director of Customer Success

About the Role

Our AI-driven industrial analytics solution, LinePulse, is technical, complex, and transformative for discrete manufacturing. Every deployment must see measurable business value quickly and repeatedly.

We are searching for a high-grit, commercially savvy Director of Customer Success to build and operationalize a proactive, value-focused CS practice. In this hands-on leadership role, you will accelerate time-to-value, elevate our onboarding process, and drive renewals and multi-site expansion. You will lead a growing team, shifting the focus from technical implementations to outcome-driven success that protects our margins and grows our footprint.

What You’ll Do

Drive Value and Outcomes

• Anchor every account on the customer’s top business priorities (throughput, quality, downtime, cost).
• Deliver initial measurable value within the first 90 days at a plant, converting proofs into referenceable case studies.
• Enforce structured Success Plans with clear 30/60/90-day milestones, orchestrating executive alignment and plant-floor adoption.
• Maximize the impact of our current product capabilities without relying on roadmap promises.

Own Retention, Unlock Upsell and Support Expansion

• Forecast and deliver renewals and upsell ARR, proactively identifying multi-site or new-line expansion opportunities based on realized value.
• Manage risk early via health scoring, playbooks, and structured save motions.
• Balance customer advocacy with firm commercial boundaries, managing scope, SOWs, and change orders effectively.

Build the CS Practice & Optimize Resources

• Establish CS Ops fundamentals, including health scores, adoption KPIs, dashboards, workflows, and a right-touch service model for scale.
• Track actual service hours against plan budgets to ensure optimal resource allocation and margin protection.
• Standardize onboarding and configuration to drive rapid, repeatable time-to-value.
• Run weekly program reviews to remove roadblocks, escalate decisions, and maintain credible timelines.

Lead and Cross-Collaborate

• Coach technical CSMs and implementation talent to adopt a strong business-value mindset without losing engineering rigor.
• Partner with Sales on joint account plans, EBRs/QBRs, and Account-Based Marketing (ABM) inputs.
• Establish strong engineering partnerships by providing structured, validated product feedback and anticipating technical bottlenecks early.

What You Bring

• Experience: 5–10+ years in Customer Success, Services, or Program Delivery for B2B SaaS or AI/analytics platforms, with 3–5+ years leading CS or delivery teams in a startup or high-growth environment.
• Track Record: Proven success in building CS operations from the ground up, delivering NRR/upsell, and managing complex, multi-site enterprise deployments (PMP is a plus).
• Domain Expertise: Familiarity with manufacturing, preferably with discrete manufacturing environments. Automotive Tier-1 (med devices, A&D, or energy generation are strong assets). Knowledge of plant data infrastructure, IT/OT a serious plus.
• Commercial Acumen: Ability to translate capabilities into clear financial impacts and ROI for both plant leaders and C-suite executives.
• Tooling: Proficiency in CRM/CS platforms, project management tools, and BI dashboards.
• Requirements: Willingness to travel as needed. Spanish fluency is a strong asset.

Who You Are (Attitude & Behaviors)

• Outcome-First Operator: You focus relentlessly on the customer’s top 2–3 priorities using the product as it is today. You act decisively and convert ambiguity into an executable plan by the next business day.
• Owner’s Mindset: You treat service hours and project scope like your own P&L. You never let risks age silently and always bring recommendations alongside problems.
• Proactive Problem Solver: You anticipate industrial realities (downtime windows, IT policies, data gaps) and pre-position mitigations before they derail a project.
• Coach and Bar-Raiser: You build predictable outcomes through observable checklists, enforced processes, and frequent, direct feedback.
• High Engagement and Grit: You thrive in ambiguity, are comfortable with the realities of manufacturing environments, and show up on-site when it matters most to support your team and customers.