Customer Success Manager

CUSTOMER SUCCESS MANAGER

Come join the largest supplier of automation and reliability solutions in our region. Discover what we can offer you and be the voice that cultivates innovative ideas To Help Industry Thrive in Eastern Canada.

SOUNDS EXCITING? JOIN US

The Customer Success Manager engages with the customer to identify success plans and programs and collaborates with internal teams to manage the customer lifecycle for Distributed Control Systems (DCS) and automation solutions. This role supports customers from onboarding to ongoing use and optimization, acting as the main contact for a portfolio of clients. The CSM collaborates with internal teams to address customer needs, monitor system performance, provide training, and identify opportunities for expansion. A strong technical understanding and proactive customer engagement are essential to drive adoption and retention.

WHAT YOU BRING TO THE TABLE

General Responsibilities

• Establish and drive Success Plans with the customer and coach them towards effective adoption of our solution.


• Analyze consumption and adoption of our solution, and act as a Renewal Specialist for recurring contracts and subscription licensing. Work closely with the sales team to win renewals.


• Identify blockers and barriers to customer adoption, creating feedback loops between the customer and product teams


• Maintain customer data to support the sales process


• Manage numerous customers and contacts at different stages of the customer lifecycle


• Be the single point of contact for customers and represent the voice of the customer to internal teams

Customer Journey & Success Management

• Own the customer journey from onboarding to full adoption and continued use of the DeltaV platforms.


• Understand customer goals, system architecture, and usage to proactively guide them through adoption, expansion, and renewal.


• Create value for customers by helping them adopt and extract value from what they have already purchased.


• Serve as the primary point of contact for a portfolio of automation system customers, ensuring long-term satisfaction and adoption.


• Conduct regular success reviews to align on performance metrics, provide insights, and identify opportunities for further value realization.


• Manage numerous customers and contacts at different stages of the customer lifecycle.


• Travel occasionally to customer sites to educate the on-site team on best practices to further drive results and customer success.

Customer Insights, Data & Monitoring

• Leverage data-driven KPIs to support customer decision-making, monitor system performance, and demonstrate the value of automation solutions over time.


• Monitor system utilization and lifecycle milestones to recommend upgrades, services, and modernization strategies.


• Act as a customer advocate within the company, helping to streamline their experience and reduce churn.

Customer Advocacy & Feedback

• Identify blockers to adoption and create structured feedback loops between the customer and internal operations.


• Represent the voice of the customer internally to influence service offerings and improvement initiatives.

Cross-functional Collaboration

• Work closely with Engineering, Service, and Project Teams to align internal resources with customer roadmaps and automation goals.


• Coordinate technical escalations and ensure timely resolution of system-related issues.


• Support execution of service contracts and collaborate with service planners to schedule technician resources.

Onboarding, Training & Enablement

• Drive all onboarding activities including system handovers, user enablement, and tailored training plans for operations and maintenance teams.


• Sales & Commercial Support


• Promote lifecycle services, training, software updates, and expansion opportunities tied to automation infrastructure.


• Assist the Sales team by contributing to proposals for system services, contract renewals, and modernization strategies.


• Identify and nurture potential leads to expand service offerings, collaborating with sales to develop opportunities.

ESSENTIAL SKILLS AND QUALIFICATIONS TO BE SUCCESSFUL

• Degree or diploma in engineering, automation, industrial technologies, or a related technical field.


• Strong knowledge of process automation and operational technology in industrial environments.


• Experience in customer-facing roles such as customer success, inside sales, account management, or technical support.


• Distributed control system DCS (Developing)


• Programmable logic controller PLC Software (Developing)


• Supervisory control and data acquisition SCADA Software (Developing)


• Customer Relationship Management (CRM) Software (Intermediate)


• Microsoft Office Suite (Intermediate)


• Communication skills, written and verbal, in French.


• Written and verbal communication skills in English would be considered an asset.

WORK LOCATION: Kirkland, QC, travel required

ABOUT US

Laurentide’s purpose is To Help Industry Thrive in Eastern Canada. More than words, our values compel us to think differently, to act with integrity and to shape our future according to them. It is through Customer Centricity, Collaboration, People Matter, Hunger & Passion, Health, Safety & Environment and lastly Trust & Reliability that we: Empower People. Advance Industry.

In accordance with Bill 96, this job requires English proficiency to serve clients in Atlantic Canada and interact with US suppliers, ensuring effective communication and operational efficiency.

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