Customer Success Manager
CSM is a relationship-driven professional to bridge the gap between our high-tech Industry 4.0 / Smart manufacturing solutions and (mostly) metal-working manufacturing clients. Reporting to the VP of Sales and Support, he must ensure customers feel prioritized and derive maximum value from our systems.
He will coordinate seamlessly between users and our internal product engineering, tech support and development teams to ensure successful project outcomes. While technical execution is handled by specialists, he will travel across India to troubleshoot user concerns and ensure long-term satisfaction. This is a high-impact support role focused on retention and relationship building, with future potential for renewal-based rewards. Effective communication spoken and written, with system driven mind set is the KEY
Bachelor’s / Diploma in Engineering in Mechanical, Production or Mechatronics engineering.
Minimum of 5 years of experience in customer support of CNC machines tool industrial automation or Industry 4.0 domains. Proven track record in achieving customer satisfaction. Familiarity with real-time machine monitoring solutions and software is desirable.
Pre-sale customer happiness
- Understand customer pain points, PoC requirements.
- Select appropriate machine for PoC, keeping pitfalls in mind.
- Ensure smooth conduct of PoC trial in time.
Installation
- Conduct pre-installation meeting.
- Ensure shipment and delivery of hardware is on time.
- Conduct daily meetings and ensure that installation is as per plan.
- Conclude installation and make a completion report.
Customer Retention and problem solving
- Do periodic survey of customer happiness level.
- Make case studies of Leanworx use.
- Get customer testimonials.
- Educate users of features that they have and are not using.
- Coordinate with support team to identify bugs or new features
- Identify and follow up on critical customer concerns.
Support systems
- Implement and improve Zoho Helpdesk and Zoho Projects
- Monitor customer metrics – Resolution time and Customer Happiness via Zoho
- Monitor and improve adherence to SLA (Service Level Agreement )
- Follow-up on AMC and service visits payments.
Soft Skills
- Excellent written and verbal communication and presentation skills
- Strong shop floor problem-solving and analytical abilities.
- Customer-focused mind set with the ability to build long-term relationships.
- PoC Conversion Rate – % of trials converting to paid deployments.
- On-time Installation – % installations completed as per plan and timeline.
- Customer Satisfaction (CSAT) – Average customer rating from periodic surveys.
- SaaS Renewal Rate – % of customers renewing subscriptions on time.
- Upsell Revenue / Expansion Rate – Additional machines or features sold per customer.
- Support Performance – Average resolution time and % SLA adherence.
