Director of Customer Success

Tractian - Chicago, IL

Full-time - Mid Level

Chicago, IL

About the position

TRACTIAN is transforming the industrial world by empowering frontline maintenance workers to achieve more. We've fused cutting-edge hardware with innovative software into one powerful platform, disrupting legacy systems and delivering smarter, faster solutions for our clients. As a part of our growth-stage startup, you'll work alongside the founders, shaping the vision, products, and experiences that will define the future of industrial tech. As a Customer Success Manager at TRACTIAN, you will be responsible for managing customer projects within the manufacturing maintenance sector. You will play a crucial role in ensuring customer satisfaction and expansion by driving maintenance operational excellence and enhancing their reliability programs.

Responsibilities

• Lead and develop a high-performing customer success team, driving engagement and growth while fostering collaboration and continuous improvement.
• Focus for expansion and renewals: A customer that is not expanding is churning, training the team's muscles to expand and renew accounts is key.
• Create and implement strategies to boost customer satisfaction, increase product adoption, and deliver maximum value.
• Work closely with Sales, Support, and Deployment to ensure a smooth, cohesive customer journey from onboarding through expansion.
• Use data to spot trends, address potential challenges, and identify growth opportunities, keeping customer retention high.
• Ensure the conflict management skills are in place for the whole team to deal with customers challenges and unexpected situations.
• Develop tools and resources to support product success and help customers get the most out of our solutions.
• Track and share key performance metrics like customer satisfaction and renewals, using insights to refine strategy and highlight team successes.
• Handle customer escalations, providing clear communication and swift resolutions to maintain strong relationships.

Requirements

• 2+ Years in Leadership Roles: Proven ability to lead teams or direct reports in roles such as of a Director, Manager or Team Lead.
• You must have had direct reports that you conducted 1:1, feedback, hiring and firing before (manager of project resources not allowed).
• 4+ Years of Proven track record of Account Management, to build strong, trusting relationships with customers at all levels.
• Shop-floor experience, familiarity with factories and industrial processes.
• Bachelor's degree in Mechanical Engineering, Electrical Engineering, Industrial Engineering, or a related field.
• Ability to deliver under tight schedules and willingness to travel up to 30% of the time in North America.
• Certifications such as Reliability Management and others are bonus points.

Nice-to-haves

• Certifications such as Reliability Management and others are bonus points.

Benefits

• Competitive Salary
• Premium Medical, Dental, and Vision Coverage
• Paid Time Off (PTO): 15 Days, plus 11 paid holidays
• 401(k) Retirement Plan, 1% match
• Language Learning Opportunities - Take advantage of optional, fully funded Spanish or Portuguese courses to enhance your skills and global reach.
• Birthday Time Off - Celebrate your birthday with a paid day off during your birthday week.
• Gympass Membership - Access a wide range of gyms and training programs.
• Sports Incentive - Receive a monthly bonus when you regularly participate in physical activities.
• Long-Term Benefit - After four years of service, earn a fully funded trip anywhere in the world.