Senior Customer Success Manager

Grundfos - Minneapolis, MN

Full-time - Mid Level

Remote - Minneapolis, MN

10,001+ employees

Machinery Manufacturing

About the position

Grundfos is seeking a Senior Customer Success Manager to join and shape our newly established Customer Success function, focusing on key customers primarily in the United States. In this role, you will be responsible for onboarding and driving necessary changes with our customers based on our innovative solution: “Grundfos Machine Health” (GMH). This program leverages the latest in predictive maintenance technology (AI) and industry 4.0 to enhance customer operations and satisfaction. Your primary responsibility will be to establish long-term strategic relationships with customers to support GMH revenue growth. You will manage key implementation activities with new customers and oversee expansion projects (up/cross-selling) for existing customers, while also supporting the renewal process. This position is fully remote, allowing you to work from anywhere in the USA, and it offers a unique opportunity to contribute to our global climate targets through innovative water technology solutions. As a Senior Customer Success Manager, you will act as the lead for selected customers, ensuring value delivery, realization, and overall customer success for several actively managed accounts. You will be responsible for key customer lifecycle stages post-sale, ensuring that a long-term business relationship is established. Your role will involve deploying our solutions and coordinating post-sale activities in collaboration with field operations, digital sales, support, and our customers. You will also utilize Gainsight to manage customer relationships effectively and drive customer adoption of our solutions, monitoring usage and taking necessary actions to ensure customer success. Additionally, you will contribute to the design and implementation of Global Customer Success Management capabilities, steering smaller improvement projects and processes to enhance our service delivery.

Responsibilities

• Act as the lead towards selected customers with a focus on United States customers as part of the Grundfos Machine Health (GMH) program.
• Ensure value delivery, realization, and overall customer success for several actively managed accounts.
• Manage key customer lifecycle stages post-sale to establish long-term business relationships.
• Deploy solutions and coordinate post-sale activities with field operations, digital sales, support, and customers.
• Utilize Gainsight to manage customer relationships and maximize the use of the platform.
• Drive solutions with customers and train them to fully adopt the solutions provided.
• Monitor customer adoption and usage, taking action to ensure customer success in collaboration with the Success team and Grundfos organization.
• Contribute to the design and implementation of Global Customer Success Management capabilities and steer improvement projects.

Requirements

• Technical education in mechanical engineering, electrical engineering, process engineering, or equivalent.
• Minimum of 5 years work experience, including at least 2 years in customer success, account, or project management.
• Experience with digital, IoT, or a SaaS or services business.
• Experience with on-site machine commissioning, repair, and troubleshooting is beneficial.
• Strong stakeholder management skills and ability to engage with local and global colleagues.
• Project management skills to steer improvement projects and support a data-driven culture.
• Good collaboration skills with all levels in and outside the organization.
• Agile mindset with the ability to learn quickly and adapt to new capabilities.
• Action-oriented with a proactive approach to challenges and a motivation to produce high-quality results independently.
• Fluency in English (verbal and written); additional languages are beneficial.

Nice-to-haves

• Experience in a global organization.
• Familiarity with predictive maintenance technology and industry 4.0 solutions.

Benefits

• Continuous learning and development opportunities.
• Flexible working hours.
• 5 paid holidays and up to 20 paid vacation days, accrued on a prorated basis.
• Paid time off for volunteering.
• Competitive medical insurance rates through medical, dental, and vision plans.
• 401(k)-match program.
• Annual bonuses and parental support.
• Access to internal well-being consultants and programs.
• Access to the modern Grundfos Academy for personal and professional development.
• Diverse and inclusive work environment with employee-led forums.