Customer Success Manager / experienced CSM (M/F)

Headquartered in Montreal and Berlin, Vention helps manufacturers automate their operations in record time with the only hardware and software AI-powered platform built for the factory floor. Our technology powers over 25,000 machines across 4,000 factories across 5 continents and we have the privilege to work with a significant proportion of Fortune 500 manufacturers, from space rockets, to electrical cars, to robotics.
At Vention, you’ll work alongside driven and talented people who care deeply about their craft and the impact they create. We move quickly and aim high, but we do it together with care, collaboration, and respect. Our culture celebrates diverse perspectives and supports your growth through intentional development, strong leadership, and opportunities to make a real difference. As a Director of Customer Success at Vention…
you will champion how customers realize value from Ventions products and services. The customer success function is focused on accelerating customer growth through a combination of product utilization and the expertise within the CS team. This team is made up of Automation Integration specialists (IS), Customer Experience specialists (CES), Customer success managers (CSM) and MachineLogic Programming experts (MLX). Your ability to develop programs to have a strong and efficient voice of customers with the product functions at Vention and your domain expertise in industrial automation will help you influence the products Vention builds and set up Ventions’ users for success. Collaborating closely with the technical sales team, you and your team play a pivotal role in adoption of the technologies Vention provides by supporting pre-sales efforts as well as adopting a “no user left behind” strategy.
Lead, mentor, and manage a team of engineers and customer experience specialists
Direct and implement after-sales support best practices to ensure timely resolutions of technical and logistical issues
Direct and implement programs to monitor Vention’s global technologies performance to enhance adoption and growth of Vention’s software offerings
Lead escalation management for the team and be the path to challenging commercial, technical, and strategic situations
Lead and drives a customer-centric/customer-obsessed culture within team and across org
Direct and implement programs to maintain the technical knowledge base of the CS team at the required level to influence the product organization, resolve issues users may be experiencing, and provide assistance to the sales group, as well as customers, with expertise
Responsible for high end customer experience, measured in CSAT and NPS
Direct, develop and maintain comprehensive feedback loops with the various Vention functions to ensure a strong voice of customer
Direct, develop and implement project management practices to ensure seamless execution of the programming and training services
Direct and develop the foundations for a Vention technical user community, such as owning the budding Forum platform and pursuing user engagement
We’re looking for skills, intellect, and experiences that will help you succeed in this role but we also know that various profiles (not only the one described below) could be successful. Mechanical/Electrical/Electronics/Mechatronics/Robotics Engineering background mandatory

• 8+ years experience in the automation or closely related field working directly wit customers and partners
• Broad and deep understanding of customers across industries and segments and geographies
• 3+ years experience in managing engineering teams, preferably in after sales functions
• Demonstrated ability to lead client discussions with a focus on technical solutions
• Proven leadership skills, with experience building and managing teams
• Strong knowledge of programming (Robots, Python, React, Javascript, etc)

Real opportunities to grow through personalized development plans, bi-annual employee reviews, and mentorship program
Continuous training in performance management, inclusive leadership, leadership operating model, team building, and giving/receiving feedback
Gender diversity & inclusion: Pay equity reviews, inclusive policies, and a Women’s Employee Resource Group offering networking, mentorship, and quarterly learning sessions.
Enjoy flexibility with our hybrid model, allowing you to work from home on select days.
Community engagement: Regular team gatherings and a collaborative office space in the heart of Montreal, surrounded by cafés and restaurants.
If you require accommodations at any stage, please let us know, we’ll ensure you have what you need to succeed.
In-house coaching program with former industry executives working with small cohort of emerging leaders
Quarterly management training on topics ranging from “Giving & Receiving Feedback, to Building high-performing teams, to "Developing your own Leadership model”
Diversity, Inclusion & Belonging at Vention
Together, we’re building a workplace where everyone belongs, feels valued, and can achieve extraordinary results.
Our initiatives in gender equity, career growth, and leadership development are designed to create real opportunities for everyone to thrive.