Principal Customer Success Manager

🕒 2 days ago

🍂 Massachusetts – Remote

🍂 Massachusetts – Remote

⏰ Full Time

🔴 Lead

🏆 Customer Success

👻 Ghost score 15%

What it means: the chance that no one is really hiring for this job.How to read it: 60% or higher means we think this is a ghost. Lower scores are less of a worry.How we score it: age, reposts, open roles vs team size, how fast jobs close, and whether pay is listed.Fine print: an estimate from public data, not a judgment of the company. Real jobs can score high, so treat it as a hint, not a fact.

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Velotic Software

WebsiteLinkedInAll Job Openings

1001 - 5000 employees

🏭 Manufacturing

🏢 Enterprise

🤖 Artificial Intelligence

Manufacturing • Enterprise • Artificial Intelligence

Velotic is an industrial software company that helps manufacturers and other industrial operators turn operational complexity into measurable advantage. It brings together three proven product families—Kepware (industrial connectivity and protocol translation), Proficy (HMI/SCADA, MES, Historian, and operations management), and ThingWorx (asset and context modeling, industrial applications, and workflows)—to connect equipment and data, create trusted operational context, and move intelligence into action. Velotic emphasizes secure OT/IT data exchange, scalable connectivity, Industrial AI and analytics, asset monitoring, production execution, and role-based workflows to improve production, asset performance, compliance, and digital transformation outcomes.

📋 Description

• Lead executive-level customer engagement across a portfolio of strategic accounts • Establish trusted advisor relationships with senior business and operational stakeholders • Own and orchestrate the post-sale customer lifecycle, including complex account transitions, executive governance programs, success planning, risk management, renewal strategy, and growth and expansion opportunities • Drive customer adoption and business transformation initiatives through effective change management • Serve as the senior customer advocate and strategic quarterback across Sales, Professional Services, Solutions Consulting, Product, Support, and partner teams • Develop and deliver executive business reviews, governance frameworks, success metrics, and outcome-oriented recommendations • Analyze customer, product, and business performance data to identify trends, mitigate risk, influence strategic decisions, and drive continuous value realization • Drive accountability across internal and customer stakeholders against business objectives, success plans, KPIs, and contractual commitments

🎯 Requirements

• Proven success managing complex enterprise customer relationships, including executive-level stakeholder engagement, executive governance programs, strategic account planning, renewal management, and expansion strategy development • Demonstrated ability to lead customers through organizational change, adoption initiatives, digital transformation efforts, and cross-functional business process improvements • Strong executive communication, presentation, negotiation, and influence skills, with the ability to engage effectively with C-suite and senior leadership audiences • Experience managing high-value customer portfolios with significant business complexity, multiple stakeholder groups, and competing priorities • Strong analytical and problem-solving skills with the ability to translate data into strategic recommendations and measurable customer outcomes • Ability to operate independently, exercise sound judgment, and lead through ambiguity in a rapidly scaling and evolving environment • Bachelor’s degree in engineering, manufacturing, computer science or equivalent experience • 7+ years of relevant experience • Experience in manufacturing, engineering, or other technical field is preferred • Master’s degree preferred

🏖️ Benefits

• Competitive benefits • Competitive compensation • 401(k) with employer match (50% up to 8%) • Medical, dental, and vision coverage • HSA with company contribution • Life and AD&D insurance (2x salary, up to $1m)

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