Customer Success Manager | Manufacturing

About the role

As a Customer Success Manager, you will take the customer-facing role and be responsible for success through the leadership and effective orchestration of a large virtual team, management of program deliveries, and strong senior customer relationships. The prevailing business priority is the customers’ successful adoption and productive use of IFS products and services, helping customers discover new features and enabling them to become long-term users.

The Success Manager is front-and-center with our customers and partners, understanding their desired outcomes, driving customer satisfaction and loyalty through strong relationships, and leveraging business outcomes by value realization on the fundamental reason why the solution was purchased. You will support their digital journey through modernization and empower them to achieve more.

Responsibilities

• Lead through influence and trust both internally within IFS and externally with customers and partners.
• Highlight and action delivery-related risks for IFS end-customers, whether IFS GCS-led or Partner-led delivery.
• Understand and apply Business Value Assessment (BVA) tools and processes, developing Value Metrics to measure the outcome of the Success program.
• Support the renewal process of subscription services, licenses, and secure revenue.
• Lead executive steering committee meetings with customers and communicate progress to IFS Senior Leadership Team (SLT).
• Secure IFS references and provide regular reporting through the Voice of the Customer (VOC) process.
• Collaborate with Sales on potential upsell opportunities and with Global Delivery SLT on escalations.
• Navigate within other IFS departments such as Support, R&D, and Sales.
• Build, maintain, and evolve relationships with executives, focusing on satisfaction and exceeding expectations.

Requirements

• Delivery project experience in customer-facing roles (IFS experience preferred).
• Industry depth and experience in multiple industries, including Manufacturing, with familiarity of industry-related trends, operating KPIs, and value drivers.
• Strong acumen in delivery methodology and service offerings.
• Focus on IFS end-customer experience, including products and services from third-parties or Partners.
• Understanding of subscription services and ability to support the renewal process.
• Fluency in English and local language (verbal and written).
• Domain knowledge of IFS Applications.

Qualifications

• Bachelor’s degree, master’s degree, or equivalent work experience in a relevant field.
• Active listening, strong interpersonal communication, and relationship-building skills.
• Excellent communication and relationship management skills.
• Experience in building, maintaining, and evolving relationships with executives.
• Passion for creating strong and trusted customer relationships.

Benefits

• Flexible paid time off, including sick and holiday leave.
• Medical, dental, and vision insurance.
• 401K with company contribution.
• Flexible spending accounts.
• Life insurance and disability benefits.
• Tuition assistance.
• Community involvement and volunteering events.

Pay

Salary Range: $125,000 - $140,000 plus bonus.

Schedule

We embrace flexibility and hybrid work opportunities to support diverse needs and lifestyles, while also valuing inclusive workplace experiences.