Senior Customer Success Manager

Grundfos - New Orleans, LA

Full-time - Senior

Remote - New Orleans, LA

10,001+ employees

Machinery Manufacturing

About the position

Grundfos is looking for a Senior Customer Success Manager to join and shape our newly established Customer Success function and lead and manage several key customers primarily in the United States. In this role, you will onboard and drive necessary change with our customers based on our solution: "Grundfos Machine Health" (GMH). This program is based on the latest in predictive maintenance technology (AI) and industry 4.0. You will also be responsible for establishing long-term strategic relationships with customers to support GMH revenue growth, manage key implementation activities with new customers, along with expansion projects (up/cross-selling) for existing customers and supporting the renewal process. This role is remote and can be based anywhere in the USA. As part of the Grundfos Machine Health (GMH) program, you will act as the lead towards selected customers with a focus on United States customers. You will ensure value delivery, realization, and overall customer success for several actively managed accounts. You will be responsible for key customer lifecycle stages post-sale (not the sale) and will ensure that a long-term business relationship is established. You will deploy our solutions and coordinate post-sale activities together with field operations, digital sales, support, and our customer. As a Gainsight user, you will work and manage customers in the platform and enable us to take full advantage of this new tool. You will drive solutions with customers, train and educate customers in fully adopting the solutions. You will monitor customer adoption and usage and take action together with the rest of the Success team and greater Grundfos organization to ensure the customer is successful. Additionally, you will contribute to the design and implementation of Global Customer Success Management capabilities, steering smaller improvement projects and processes.

Responsibilities

• Act as lead towards selected customers with a focus on United States customers.
• Ensure value delivery, realization, and overall customer success for several actively managed accounts.
• Be responsible for key customer lifecycle stages post-sale and ensure long-term business relationships are established.
• Deploy solutions and coordinate post-sale activities with field operations, digital sales, support, and customers.
• Manage customers in the Gainsight platform and enable full advantage of the tool.
• Drive solutions with customers and train them in fully adopting the solutions.
• Monitor customer adoption and usage, taking action to ensure customer success.
• Contribute to the design and implementation of Global Customer Success Management capabilities.
• Steer smaller improvement projects and processes.

Requirements

• Technical education ideally in mechanical engineering, electrical engineering, process engineering or equivalent.
• Minimum 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 working on-site with machines 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 an organization.
• Agile mindset with the ability to learn quickly and adapt to new capabilities.
• Action-oriented and motivated to produce high-quality results independently.
• Fluent in English (verbal and written); speaking other languages is beneficial.

Nice-to-haves

• Experience in a global organization.
• Knowledge of predictive maintenance technology.

Benefits

• Flexible working hours
• 5 paid holidays
• Paid time off for volunteering
• Up to 20 paid vacation days
• Competitive medical insurance rates through medical, dental, and vision plans
• 401(k)-match program
• Annual bonuses
• Parental support
• Internal well-being consultants and programs
• Access to the modern Grundfos Academy for personal and professional development
• Diverse, inclusive environment with employee-led forums.