Customer Success Manager

Summary

Join Makersite's Customer Success team in the EU as an accomplished technical Customer Success Manager. You will leverage your expertise in ERP, PLM, or PIM tools, ideally with sustainability or LCA experience, to drive customer success and growth for large enterprise manufacturing clients. Key responsibilities include providing expert guidance on LCA, offering technical support, developing strong customer relationships, driving renewals, identifying upselling opportunities, and collaborating with the implementation team. This role requires a Bachelor's degree, 5+ years of relevant experience, strong project management skills, and excellent communication abilities. Makersite offers a competitive salary, performance-based bonuses, comprehensive benefits, professional development opportunities, and a collaborative work environment.

Requirements

• Bachelor’s degree in Sustainability, Environmental Science, Engineering, Business, or a related field
• 5+ years of experience in sustainability consulting, with a strong focus on lifecycle assessment (LCA)
• Proven experience in customer success, account management, or related roles, particularly with large enterprise manufacturing clients
• Solid understanding of risk management, compliance, and cost optimization in the context of sustainability
• Strong project management skills, with the ability to develop and execute detailed project plans
• Excellent communication and interpersonal skills, with the ability to build strong relationships with customers and internal teams
• Technical proficiency in sustainability software tools and platforms
• Ability to work independently in a remote environment, managing multiple priorities and deadlines
• Experience with European regulatory environments and sustainability standards
• Familiarity with customer success platforms and CRM tools
• Professional certifications in sustainability (e.g., LEED, GRI, LCA certifications)

Responsibilities

• Provide expert guidance on lifecycle assessment (LCA) to help customers meet their sustainability goals
• Offer domain and technical support on risk management, compliance, and cost optimization
• Develop and maintain strong relationships with customers, acting as a trusted advisor on sustainability topics
• Drive customer renewals by ensuring they achieve their desired outcomes with our solutions
• Identify opportunities for upselling and cross-selling to promote customer growth
• Collaborate with customers to develop project plans, ensuring accountability and success for both parties
• Work closely with the implementation team to ensure smooth onboarding and ongoing customer success
• Provide feedback and insights from customers to the implementation team to improve service delivery
• Assist in the development of best practices and processes to enhance customer satisfaction
• Create and maintain success sheets, project documentation, and other materials to support customer success
• Monitor and report on customer progress, highlighting successes and identifying areas for improvement
• Prepare and deliver regular reports and presentations to customers and internal stakeholders
• Act as the voice of the customer within the organization, advocating for their needs and challenges
• Participate in customer success forums, webinars, and other events to share knowledge and best practices
• Gather and analyze customer feedback to drive continuous improvement in our services

Preferred Qualifications

Proven track record in managing the success of tools within the ERP, PLM, or PIM domains, with a strong preference for experience in sustainability or Life Cycle Assessment (LCA) practices

Benefits

• Competitive salary and performance-based bonuses
• Comprehensive benefits package, including health, dental, and retirement plans
• Opportunities for professional growth and development
• A collaborative and supportive work environment
• The chance to make a meaningful impact on the sustainability goals of leading global enterprises
• Remote Working - Work 100% remotely if you like
• Time-Off - 30 days of paid time off per year
• Competitive salary