Customer Success Manager (Tactical Team)

Role Overview

As a Customer Success Manager on the Tactical Team, you’ll be the frontline partner for plant and site-level users. Your mission is to ensure customers not only adopt the product but achieve measurable value from it — higher audit completion rates, reduced open findings, and improved quality and safety outcomes.

You will serve as the go-to advisor for Tier 1 user support, while proactively monitoring health metrics across our customer sites. Through a white-glove approach, you’ll coach users, troubleshoot issues, and provide insights that keep adoption strong and value visible.

Key Responsibilities

• Customer Adoption & Engagement
  • Partner with plant leaders, and frontline supervisors to drive daily usage of the product.
  • Monitor and report on key site health metrics (e.g., audit completion %, open/closed findings, user logins).
  • Identify early warning signs of risk to adoption and proactively intervene.
  • Report site health status in Salesforce to provide oversight for Sales, Marketing, CS and Finance
• Tier 1 User Support
  • Serve as the first line of support for site-level users — troubleshooting, answering how-to questions, and escalating technical issues when needed.
  • Deliver live coaching, small-group training, and refresher sessions tied to plant-level needs.
• Value Realization
  • Connect customer KPIs (audit compliance, corrective action closure time, safety incident reduction, CoPQ savings) with platform usage.
  • Share best practices and success playbooks to reinforce consistent usage and continuous improvement.
• White-Glove Service
  • Provide a high-touch, concierge-level customer experience.
  • Ensure plant teams feel supported, confident, and empowered in using product.
  • Partner with Strategic CSMs to escalate systemic issues or expansion opportunities.
• Collaboration & Feedback
  • Partner with Implementation, Support, and Product teams to ensure smooth onboarding and customer satisfaction.
  • Capture and relay customer feedback to drive product enhancements and roadmap alignment.

What Success Looks Like

• Sites consistently achieve 85%+ audit completion rates within 60 days post-go-live.
• Customers report increased adoption and satisfaction, reflected in strong health scores.
• Tier 1 support issues are resolved quickly, with clear communication and escalation when needed.
• Plant teams view Ease as a trusted partner in improving quality, safety, and productivity.

Required Qualifications and Skills:

• 3+ years in Customer Success, Account Management, Quality, or Plant Operations (manufacturing SaaS experience preferred).
• Strong understanding of manufacturing KPIs (OEE, CoPQ, PPM, audit completion rates).
• Excellent communication, coaching, and troubleshooting skills.
• Proven ability to manage multiple accounts and stakeholders in a fast-paced environment.
• Passion for delivering a white-glove, customer-first experience.
• Ability to cultivate positive working relationships with customers and co-workers
• Ability to effectively communicate technical information in non-technical terms
• Highly organized and able to maintain customer data and schedules

We offer:

• Medical insurance after the trial period ending;
• Team-building activities;
• 24 paid vacation days per year;
• 5 paid sick leave days per year.