Senior Customer Success Manager

2 days ago

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Innovapptive Inc

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Manufacturing • Utilities • Oil & Gas

Innovapptive Inc. is a technology company that provides a Connected Worker Platform designed to enhance maintenance and operations within asset-intensive industries. Their integrated suite of mobile and desktop applications aims to digitize and streamline processes like maintenance scheduling, asset tracking, and warehouse management, fostering improved productivity and reduced downtime. Innovapptive partners with leading corporations to implement solutions that connect frontline workers with back-office systems, thereby ensuring real-time data capture and operational efficiency.

201 - 500 employees

Founded 2012

📋 Description

• The Senior Customer Success Manager (CSM) is a strategic, customer-facing leader responsible for driving adoption, value realization, renewals, and expansion across Innovapptive’s largest global, asset-intensive enterprise accounts. • This role combines business consulting, operational excellence, and change management expertise to help customers achieve measurable improvements in productivity, maintenance reliability, asset uptime, and EBITDA using Innovapptive’s Connected Worker Platform. • You will own executive relationships (C-suite and VP-level), guide multi-site operational transformation, and orchestrate cross-functional value delivery across Operations, Maintenance, Reliability, Supply Chain, and IT stakeholders. • The Senior CSM proactively monitors customer health, mitigates risks, manages escalations, and ensures every customer achieves maximum ROI through tailored adoption roadmaps, data-driven insights, and Value 360 programs. • This role requires exceptional executive communication, strong financial and operational acumen, and the ability to influence both technical and frontline teams. • You will collaborate closely with Sales, Product, Engineering, and Professional Services to drive customer outcomes, secure renewals, identify expansion opportunities, and build long-term customer advocacy.

🎯 Requirements

• Bachelor’s degree in Business, Industrial Engineering, Operations Management, Supply Chain, MIS, or a related discipline; or equivalent combination of education, training, and experience. • 7–12 years of Customer Success, Value Consulting, Management Consulting, or Enterprise Account Management experience in SaaS. • A minimum of 5 years experience of interacting and negotiating with C Level Execs of Fortune 500. • Experience working with large, complex industrial enterprises (Oil & Gas, Energy, Chemicals, Utilities, or Manufacturing). • Strong operational background in Maintenance, Reliability, Operations, or EAM/ERP systems (SAP PM is a strong advantage). • Proven ability to lead executive conversations and create compelling business cases tied to EBITDA improvement. • Clear understanding of core drivers of Customer Success. • Exceptional communication, storytelling, and stakeholder alignment skills. • Ability to analyze usage data, ticket patterns, workflows, and operational KPIs to drive adoption strategy. • Experience managing renewals, expansions, and value-based selling motions. • Strong collaboration skills working with Product, Engineering, Support, and Professional Services. • Comfortable leveraging AI tools for deck creation, insights generation, and customer messaging. • Must be authorized to work in the United States for any employer without sponsorship.

🏖️ Benefits

• Base Salary, Bonus, 401k, Medical, etc.