Customer Success Manager

This is a remote position.

Embrace Industrial Group serves some of the largest manufacturers in the world, including the Top 8 of 10 Chemical, Top 3 of 10 Automotive, and Top 3 of 5 Oil and Gas companies, as well as leading Heavy Machinery and Food manufacturers.

Northwest Analytics (NWA), part of Embrace Industrial Group, delivers advanced analytics-based knowledge solutions to some of the world’s most sophisticated manufacturers. Our customers operate complex, highly regulated, and capital-intensive production environments across industries such as chemicals, pharmaceuticals, and advanced materials. We help them capture, scale, and operationalize process knowledge to improve quality, efficiency, and consistency across global operations.

As we continue to scale, we are seeking a Customer Success Manager to manage and deepen relationships with strategic enterprise customers, ensuring sustained product adoption, executive alignment, and revenue growth within existing accounts.

Key Responsibilities:

Strategic Account Ownership

• Own and manage a portfolio of strategic enterprise manufacturing customers. Develop a deep understanding of each customer’s operational environment, business objectives, production KPIs, and digital transformation priorities.

• Build strong, multi-level relationships across technical users, operational leaders, and executive sponsors to position NWA as a long-term strategic partner rather than a software vendor.

Adoption & Value Realization

• Lead customers through onboarding and early adoption in close collaboration with implementation and technical teams. Ensure that customers clearly understand how to apply the platform to real operational challenges.

• Monitor usage, engagement trends, and outcome metrics to proactively identify adoption gaps.

• Drive structured engagement through regular touchpoints, business reviews, and performance discussions to ensure measurable ROI.

Retention & Renewal Management

• Take ownership of renewal strategy and execution across your assigned accounts. Develop renewal plans well in advance, identifying potential risks and creating mitigation strategies early.

• Maintain clear visibility into customer health indicators such as adoption, stakeholder engagement, and business impact to reduce churn risk.

• Act as the escalation point for complex customer issues and ensure swift internal coordination when needed.

Revenue Expansion (Cross-Sell & Upsell)

• Identify and develop growth opportunities within existing accounts by uncovering additional use cases, business units, plants, or geographic locations where NWA can deliver value. Partner with Sales to structure and close expansion opportunities while maintaining strong executive alignment.

• Develop strategic account plans that outline expansion pathways and maintain visibility of opportunity pipeline within CRM systems. This role carries commercial responsibility focused on expanding and deepening existing relationships rather than acquiring new logos.

Executive Engagement & Consultative Guidance

• Serve as a trusted advisor to senior stakeholders by connecting analytics capabilities to high-level business outcomes such as quality improvement, yield optimization, cost reduction, and process standardization.

• Translate technical product functionality into strategic business value that resonates with decision-makers. Lead Quarterly Business Reviews (QBRs) and Executive Business Reviews (EBRs) that reinforce value delivered and align on future growth initiatives.

Customer Health & Risk Management

• Leverage customer success metrics and health scoring models to monitor satisfaction, engagement, and renewal likelihood. Proactively intervene when risk signals emerge by coordinating cross-functional support and action plans.

• Maintain accurate documentation of account activity, opportunities, and risk assessments within CRM and customer success tools.

Voice of the Customer

• Actively gather structured feedback from customers regarding product functionality, usability, and emerging needs.

• Synthesize insights and communicate them effectively to Product, Engineering, and Leadership teams to influence roadmap decisions and drive continuous improvement.

• Ensure customers feel heard and represented within the organization.

Cross-Functional Collaboration

• Work closely with Sales, Product, Engineering, and Leadership to ensure a seamless customer lifecycle from post-sale onboarding through renewal and expansion.

• Align internal teams around customer priorities and ensure clear communication and accountability across functions.

Requirements

• 7+ years of experience in Customer Success, Enterprise Account Management, or post-sales SaaS roles, with demonstrated success managing complex, high-value accounts.

• Proven experience driving customer retention and generating expansion revenue through cross-sell and upsell initiatives within existing accounts.

• Background in consultative or solution-based SaaS sales is strongly preferred, particularly in roles involving renewal ownership or account growth.

• Experience working with manufacturing, industrial, chemical, pharmaceutical, or similarly complex operational environments is highly desirable.

• Strong commercial acumen with the ability to identify revenue opportunities through business insight rather than transactional selling.

• Excellent communication and presentation skills, with experience engaging senior operational and executive stakeholders.

• Strong analytical skills with the ability to interpret usage data, customer metrics, and business performance indicators to guide strategy.

• Proficiency with CRM systems (e.g., Salesforce) and familiarity with SaaS performance metrics such as ARR, churn, NRR, and adoption metrics.

• Bachelor’s degree in Business, Engineering, or a related field; advanced degrees or certifications are a plus.

Benefits

• Competitive salary commensurate with experience.
• Opportunities for career advancement and professional development.
• Experience collaborating with a diverse, global team within a remote work setting.
• ​Comprehensive Health Benefits to support your wellbeing and peace of mind.
• Employer contributions to your RRSP