MachineMetrics
We’re looking for a talented Customer Success Manager to join our team! This position is remote.
About Us
MachineMetrics was founded by a small group of software and manufacturing professionals unified by a mission to operationalize machine data for the autonomous factory. We keep it real by being data-driven, genuine, and encouraging our team to balance work and home life. We were named by Forbes as one of the top IoT companies to watch and voted one of Built In's 2020 Best Places to Work in Boston! We’ve combined world‑class talent in both advanced manufacturing and cutting‑edge technology to build a company focused on solving real manufacturing problems. About you
You’re a driven go‑getter with an entrepreneurial mindset and solid manufacturing experience. You don’t just manage projects—you own them and challenge the status quo. With strong technical skills, project management expertise, and exceptional people skills, you excel at driving both technical and cultural change in complex manufacturing environments. You understand that implementing new technology in manufacturing isn’t easy and requires someone who can influence stakeholders, build bridges between teams, and persist through transformation challenges. Working cross‑functionally energizes you, and you thrive in fast‑paced startup environments where agility is key and there’s always room to grow. You’re naturally ambitious and always looking for ways to elevate both your performance and the organization’s capabilities. Every challenge is an opportunity to innovate, whether that’s streamlining workflows, enhancing customer satisfaction, or driving meaningful change across the company. What You’ll Do
As our Customer Success Manager, you’ll partner with multiple clients, our Sales team, Technical Services, and Product teams to ensure a best‑in‑class customer experience. You will be part of our Implementation Team and report to the Customer Operations Manager. Here’s what success looks like in this role: Technical Project Management & Customer Onboarding
Own the complete implementation journey for new customers and existing customer expansions Serve as the technical project manager for new logo implementations and expansion sales Manage machine connectivity, ERP system integrations, and custom development project delivery Orchestrate seamless customer onboarding and drive platform adoption across client teams Partner with Sales pre‑sale to scope implementations and communicate timelines to support new logos Deliver seamless trial experience Coordinate scheduling, communication, shipping, and touchpoints between internal teams and customers Work alongside technical connectivity experts to ensure successful customer connectivity Deliver comprehensive product training both virtually and onsite Customer Success & Revenue Growth
Drive process improvements that enhance customer experience, team efficiency, and scalability Partner with Support teams to ensure customers receive exceptional technical and product support Develop tracking systems and success metrics for implementations, using data to drive continuous improvement Focus on preventing churn and increasing platform adoption to fuel account expansions and revenue growth What You’ll Have
Core Qualifications
Direct experience in technical project management with a proven track record of customer success Self‑starter mentality with high sense of urgency to solve problems and fill process gaps Strong understanding of discrete manufacturing processes and environments Experience managing complex technology implementations in manufacturing settings Communication & Leadership Skills
Exceptional interpersonal skills with customer‑first verbal and written communication Ability to translate complex technical concepts into clear, actionable terms for all stakeholders Proven ability to influence and align cross‑functional teams toward common goals Strong coaching and training capabilities to drive user adoption Technical & Analytical Abilities
Passion for solving complex technical problems and engaging with customers Demonstrated time management and organizational skills to prioritize multiple initiatives effectively Detail‑oriented approach with emphasis on execution and measurable results Experience with ERP systems, machine connectivity, and custom development projects preferred Requirements
Valid driver’s license, reliable transportation, and passport Ability to travel without restriction (up to 25% travel required) Legal authorization to work in the United States US Citizen or green card holder Why Join Us
Manufacturing impacts almost every aspect of how we interact with the physical and virtual world today, from the technology we use at work to the way we communicate in our daily lives. Today is the internet moment for manufacturers, and MachineMetrics is pioneering a more sustainable, resilient, automated factory of the future. Join our team and play a critical role in transforming how manufacturers leverage data to drive operational excellence! We are proud to be an equal opportunity employer who values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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About Us
MachineMetrics was founded by a small group of software and manufacturing professionals unified by a mission to operationalize machine data for the autonomous factory. We keep it real by being data-driven, genuine, and encouraging our team to balance work and home life. We were named by Forbes as one of the top IoT companies to watch and voted one of Built In's 2020 Best Places to Work in Boston! We’ve combined world‑class talent in both advanced manufacturing and cutting‑edge technology to build a company focused on solving real manufacturing problems. About you
You’re a driven go‑getter with an entrepreneurial mindset and solid manufacturing experience. You don’t just manage projects—you own them and challenge the status quo. With strong technical skills, project management expertise, and exceptional people skills, you excel at driving both technical and cultural change in complex manufacturing environments. You understand that implementing new technology in manufacturing isn’t easy and requires someone who can influence stakeholders, build bridges between teams, and persist through transformation challenges. Working cross‑functionally energizes you, and you thrive in fast‑paced startup environments where agility is key and there’s always room to grow. You’re naturally ambitious and always looking for ways to elevate both your performance and the organization’s capabilities. Every challenge is an opportunity to innovate, whether that’s streamlining workflows, enhancing customer satisfaction, or driving meaningful change across the company. What You’ll Do
As our Customer Success Manager, you’ll partner with multiple clients, our Sales team, Technical Services, and Product teams to ensure a best‑in‑class customer experience. You will be part of our Implementation Team and report to the Customer Operations Manager. Here’s what success looks like in this role: Technical Project Management & Customer Onboarding
Own the complete implementation journey for new customers and existing customer expansions Serve as the technical project manager for new logo implementations and expansion sales Manage machine connectivity, ERP system integrations, and custom development project delivery Orchestrate seamless customer onboarding and drive platform adoption across client teams Partner with Sales pre‑sale to scope implementations and communicate timelines to support new logos Deliver seamless trial experience Coordinate scheduling, communication, shipping, and touchpoints between internal teams and customers Work alongside technical connectivity experts to ensure successful customer connectivity Deliver comprehensive product training both virtually and onsite Customer Success & Revenue Growth
Drive process improvements that enhance customer experience, team efficiency, and scalability Partner with Support teams to ensure customers receive exceptional technical and product support Develop tracking systems and success metrics for implementations, using data to drive continuous improvement Focus on preventing churn and increasing platform adoption to fuel account expansions and revenue growth What You’ll Have
Core Qualifications
Direct experience in technical project management with a proven track record of customer success Self‑starter mentality with high sense of urgency to solve problems and fill process gaps Strong understanding of discrete manufacturing processes and environments Experience managing complex technology implementations in manufacturing settings Communication & Leadership Skills
Exceptional interpersonal skills with customer‑first verbal and written communication Ability to translate complex technical concepts into clear, actionable terms for all stakeholders Proven ability to influence and align cross‑functional teams toward common goals Strong coaching and training capabilities to drive user adoption Technical & Analytical Abilities
Passion for solving complex technical problems and engaging with customers Demonstrated time management and organizational skills to prioritize multiple initiatives effectively Detail‑oriented approach with emphasis on execution and measurable results Experience with ERP systems, machine connectivity, and custom development projects preferred Requirements
Valid driver’s license, reliable transportation, and passport Ability to travel without restriction (up to 25% travel required) Legal authorization to work in the United States US Citizen or green card holder Why Join Us
Manufacturing impacts almost every aspect of how we interact with the physical and virtual world today, from the technology we use at work to the way we communicate in our daily lives. Today is the internet moment for manufacturers, and MachineMetrics is pioneering a more sustainable, resilient, automated factory of the future. Join our team and play a critical role in transforming how manufacturers leverage data to drive operational excellence! We are proud to be an equal opportunity employer who values diversity. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
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